OpenNMS Support

Network management is hard—the technical experts at The OpenNMS Group are ready to help make it easier. Because our support staff is always in contact with the development team, they can find the solution to your problem faster than anyone else.

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OpenNMS Support

Support Options

Prime Support

Available for Meridian users, Prime Support includes unlimited support tickets from 3 users for one year. Prime Support covers the core OpenNMS functionalities. We have various add-ons to Prime Support to create a personalized solution. One support subscription covers all your OpenNMS instances.

Each major Meridian release is covered by Prime Support for three years. Upgrade when you need to, not when you have to.


The team at The OpenNMS Group is ready to help diagnose, troubleshoot, and help with any OpenNMS issues!

Ultra Support

Available for Meridian or Horizon users, Ultra Support includes unlimited support tickets from 5 users for one year. Ultra Support covers only the core implementation of OpenNMS; however, we have various add-ons to create a personalized solution. One support subscription covers all of your OpenNMS instances.

Ultra Support also comes with higher SLAs than Prime Support.

Ultra Support is the only available support for Horizon. Only the latest version of Horizon is covered by Ultra Support.

Prime Support SLA

Response Times:

Severity 1 (Critical): 4 hours

Severity 2 (Urgent): 8 hours

Severity 3 (Non-Urgent): 48 hours

Business Hours:

Monday - Friday

7:00 am - 7:00 pm EST

Ultra Support SLA

Response Times:

Severity 1 (Critical): 1 hour

Severity 2 (Urgent): 4 hours

Severity 3 (Non-Urgent): 24 hours

Business Hours:

Monday - Friday

7:00 am - 7:00 pm EST

Meridian / Horizon Core

Open source database included as part of the Meridian or Horizon core.

Support covers basic technical assistance such as setup, configuring access to the PostgreSQL database, and issues related to its interaction with the Meridian or Horizon core.

Support Extras

Minion
Minion is a key OpenNMS component and a stateless application communicating with monitored entities and services in various regions or segments of the network, often remote from the OpenNMS Core location. Minion can also be used for vertical scalability.

This support item is required when running one or more Minions.

Sentinel
Sentinel is another key OpenNMS component and stateless application that offloads data processing from the OpenNMS Core and designed to be orchestrated by Kubernetes based on workload.

This support item is required when running one or more Sentinels.

ALEC
OpenNMS’ Architecture for Learning Enabled Correlation (ALEC) is a machine learning/AI technology for improving IT operations (AIOps). It intelligently groups, or clusters, related faults (alarms) into higher level objects (situations) with OpenNMS.

This support item is required when ALEC is enabled.

Drift*
The OpenNMS Drift project supports streaming telemetry and detailed traffic analysis by integrating flow technology with telemetry data.

Support covers configuration of flow and streaming technology listeners in the OpenNMS Core and Sentinel components as well as customization of visualizations in the Helm application. Flows require ElasticSearch (ES) for persistence and support covers how to set up OpenNMS to use ES and configuration to the point of the Kafka API.

While general knowledge and best effort diagnostics can be suggested, directly supporting Kafka is not included.

Helm
Helm is an OpenNMS plugin for creating flexible dashboards to display and customize fault management and performance management data from OpenNMS Meridian.

Support covers the configuration of OpenNMS data sources and dashboard visualizations included with Helm as well as best effort diagnostics of the Grafana platform. While general knowledge and best effort diagnostics can be suggested, directly supporting Grafana is not included.

For example, designing Grafana, diagnosing Grafana failures or scalability, or fixing bugs in the Grafana software is not covered.

Newts*
Newts is a big data time-series service and schema designed for Apache Cassandra/ScyllaDB. It enables horizontal scaling capabilities for your time series storage and is an alternative to JRobin and RRDtool.

Support covers how to set up OpenNMS to use Newts and OpenNMS configuration to the point of the Cassandra API. While general knowledge and best effort diagnostics can be suggested, directly supporting Cassandra or ScyllaDB clusters is not included.

For example, designing the cluster, diagnosing cluster failures or scalability, or fixing bugs in the cluster software is not covered.

Kafka Cluster*
OpenNMS uses Kafka as a messaging system between Meridian and Minions.

Support covers how to set up OpenNMS to use Kafka and configuration to the point of the Kafka API. While general knowledge and best effort diagnostics can be suggested, directly supporting Kafka is not included.

For example, designing Kafka, diagnosing Kafka failures or scalability, or fixing bugs in the Kafka software is not covered.

PostgreSQL*
Open source database included as part of the Meridian core.

Support covers basic technical assistance such as setup, configuring access to the PostgreSQL database, and issues related to its interaction with the Meridian core.

PostgreSQL Cluster*
More than one instance of the same PostgreSQL DB running on multiple devices.

Support covers help with configuration, advanced troubleshooting and diagnostics, some maintenance, but only to the API handoff. Support cannot fix PostgreSQL bugs or make sure the database is sustained.

24x7 Emergency Support
After-hours support for emergency (software failure) OpenNMS platform outages. Includes two additional contacts to the current support agreement.

Additional Contacts
We are happy to accommodate organizations requiring additional support contacts. Additional contacts are $2500 per year, per additional contact.

* Basic technical assistance for the following supporting technologies: PostgreSQL, Kafka, Cassandra, Elasticsearch.