Instaclustr
Support Inclusions

Managed services overview

At NetApp, we pride ourselves on providing a high level of support to allow you to run the most business-critical workloads with confidence. The following provides a summary of our support scope. Flexibility and doing what is needed to ensure performance and availability of customers’ clusters is a hallmark of our Support team. For full details of support terms and conditions please refer to the documents available here.

• 24x7x365 Expert Support: NetApp provides around the clock expert support in English with an initial response time as defined in the table below for customers contacting us via our self-service portal support.instaclustr.com (our preferred method) or emailing us at [email protected]. You can also use the live chat at support.instaclustr.com to ask for assistance, but please note that our live chat is only monitored 24 hours per day during workdays. We may be able to provide support in other languages; please contact us to find out more.
• Instaclustr Console and API Access: Customers may securely manage their NetApp Instaclustr services and resources through the NetApp Instaclustr console and API. Customers can view detailed live and historical performance metrics, change firewall rules, expand a cluster, and add and delete clusters.
• Technical Documentation: NetApp provides access to technical documentation and guides to assist customers in maximizing the value of their NetApp Instaclustr service. Technical documentation and guides are published and available through our support portal.
• Security Reviews and Fixes: In addition to performing security reviews of NetApp Instaclustr features before they are implemented, NetApp perform regular scans and tests of the environment. Any issues that arise from the scans are resolved as soon as practical. More detail on our security program can be found here: https://www.instaclustr.com/support/security/
• Baseline Maintenance: NetApp ensures our clusters are running a recent, stable version of the core technology (Cassandra , Kafka, OpenSearch etc.) and underlying operating system with the latest version of our monitoring software. We will advise of any upgrade to the version before changing the existing configuration.
• Disaster Recovery and Backup (as applicable to the relevant service): NetApp provide backup and disaster recovery services for all our offerings. However, the extent of disaster recovery and data backups available differs depending on the offering. Please refer to the documents available here for details on backup and recovery approach per offering.