Ubuntu Advantage Services Guide_English

8/3/2019 Ubuntu Advantage Services Guide_English

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Ubuntu Advantage Services Guide

Expert advice.

Specialist tools.

Dedicated support.

Invest in your

business with

Ubuntu Advantage.


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Contents

02 Introducing Ubuntu Advantage

03 Ubuntu Advantage

04 - Landscape systems management

06 - Comprehensive support

07 - Legal assurance

07 - Knowledge

08 Server

10 Cloud10 - Landscape cloud management

10 - Cloud support

10 - Knowledge transfer

12 Desktop

14 Additional services

14 - Landscape Dedicated Server

14 - Premium Service Engineer

15 Support systems15 - Severity levels

15 - Entitled systems

16 Support collaboration

17 Support workow

18 Ubuntu releases and support


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02


Open source is playing an increasingly important role in

business IT. The exibility, eciency and power of open-

source tools and systems are critical parts of the puzzle

for a growing number of businesses, large and small.

Ubuntu is used globally by organisations that trust its

security, reliability and performance as part of their

critical infrastructure.

Ubuntu Advantage gives you the tools and access to

expertise to make the most of Ubuntu in your business.Included in the subscription is the Landscape systems

management tool, which can help you run your systems more

eciently. It simplies manual and repetitive administration

tasks, and oers all the systems management and monitoring

capabilities to easily manage your physical, virtual and cloud

machines through a single, easy-to-use web interface.

Ubuntu Advantage also gives you access to expertise and

service guarantees to implement Ubuntu with ease and

success. Our Linux experts provide the skills and knowledge

that business users can depend on to resolve the most

dicult problems. It also includes legal assurance so that

you can deploy Ubuntu without complex legal concerns.

If you have any questions or comments, wed love to hear

from you. You can contact us at http://www.canonical.com/

enterprise-services.

IntroducingUbuntu Advantage


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Ubuntu Advantage is your gateway to saving time and

money in your business. It gives you online tools to help

you run multiple Ubuntu machines with less eort and

access to experts to rapidly resolve any issues. Available

for the desktop, server and cloud, Ubuntu Advantage

provides the following:

Landscape systems management oers systems

management and monitoring tools for physical, virtual

and cloud machines.

Comprehensive support gives you direct access to

technical support engineers to quickly rectify any problems

with your Ubuntu systems.

Legal assurance provides legal indemnication for claims

of intellectual property (IP) infringements.

Knowledge gives you access to denitive and exclusive

knowledge for running Ubuntu according to best practices.

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Ubuntu Advantage


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Landscape systems management

Ubuntu Advantage includes the Landscape systems management and monitoring

service to help you manage multiple Ubuntu machines (physical, virtual and cloud)

as easily as one through a simple web-based interface. It provides powerful,

automated systems administration tools to manage, monitor and provision

packages across multiple machines.

Each managed system connects to, and securely exchanges information about,

packages and system operational parameters with the Landscape server. Package

updates are downloaded directly from either the Ubuntu public repository or your

own private package repository. Because Landscape is web-based, it is easy to set up

and use and requires no special hardware or specialised skills to operate. Each Ubuntu

Advantage subscription allows you to register one physical machine to the hosted

Landscape service.

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Figure 1 Each managed system connects to and securely exchanges information about packages and system operational parameters with the Landscape server. Package updates are

downloaded directly from either the Ubuntu public repository or your own private package repository. Landscape is available in two versions: a hosted service managed by Canonical or

the Dedicated Server Edition that gives you complete control over your environment.


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Landscape features

Category

Package

management

Features

Package proles: Dene sets of packages for common proles such as sales desktop or web server.

Package proles build on Ubuntus package management features to allow easy automated congura-

tion of managed computers.

Group machines to match your needs: not all machines need to form a single group. You can split

machines into multiple groups for dierent requirements but all can be administered through

a single interface.

Scheduling: schedule scripts and package updates in advance so you can implement changes to your

systems during maintenance windows.

Administrator delegation: group your systems to meet your needs then assign permissions to

dierent administrators as necessary.

Manage packages across the network: see a package inventory for each computer and allow

administrators to install, upgrade or remove packages from one or more computers.

Integrate custom repositories: congure Landscape to securely update systems from your own

private package repository or from the public Ubuntu package repository.

Support disconnected systems: systems that are disconnected from the network will be

properly handled when they next get online.

Create scripts that automate routine work such as:

starting and stopping services

performing backups

proling hardware

Customise trend information: customise the display of the parameters that you need to know.

System info tool: update the status of your system information at sign-in without having to

look for it.

Hardware inventory: maintain a detailed hardware inventory through an easy-to-understand

hardware information display.

Simplify security audits: access detailed history logs which display actions performed by

all administrators.

Auditing: Landscape stores information about operations performed by all administrators and eases the

process of auditing for security or other purposes. Activity information provides administrators insight

into the changes going on around them.

Start, stop, manage and monitor cloud systems from within Landscape, alongside your

physical systems.

Manage public and private cloud systems on Amazon EC2 and those based on Eucalyptus.

Automation

Systems

monitoring

Cloud

management

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Release upgrades: remotely upgrade the version of Ubuntu from one standard release to the next or

from one long term support (LTS) release drectly to the next LTS release.


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Comprehensive support

The Global Support & Services (GSS) team was set up to provide outstanding

support for Ubuntu business users. We provide around-the-clock coverage for

Ubuntu deployments all over the world from our support centre.

Our distribution engineers provide backup to the support team ensuring that

even the most complex issues can be resolved. Engineers are based around the

world in a range of time zones ensuring that we can provide 24/7 coverage for the

toughest engineering issues. Canonical engineers are the primary maintainers of

the core packages in Ubuntu, which means that Canonical can provide enterprise-

level support.

Key benets

Support for common applications

We provide installation assistance and help you resolve issues with any of the

thousands of applications that are included with Ubuntu, ensuring your business

gets maximum productivity from your Ubuntu servers or desktops.

Support for advanced technologies

Ubuntu Advantage provides your business with support for complex

congurations, including clustering and high-availability failover, as well as

virtualisation on Ubuntu servers and desktops. It also oers support from

industry experts for the latest technologies such as cloud computing. Ubuntu

Advantage helps you deploy a fully supported cloud platform, ensuring that any

issues you encounter can be swiftly resolved.

Phone and online support portal

You speak directly with our technical support engineers when you phone GSS,

ensuring you receive help from someone who has rst-hand knowledge of how

to resolve your issue. All support issues are tracked through Canonicals onlinesupport portal, which allows you to see the progress of submitted cases in real time.

The portal enables both you and Canonicals support engineers to view opened and

closed cases in a single location for more rapid issue resolution.

Problem resolution

Support engineers in the GSS team are industry experts who can resolve

your issues with speed and certainty. As Canonical is the distributor of Ubuntu,

we have the in-depth platform expertise to solve dicult issues that may arise.

Flexible service

Ubuntu Advantage oers dierent service levels so that you can choose the

level of support that is right for your workload. It gives you the exibility to

receive a higher level of support for complex congurations such as virtualprivate networks and cloud computing, as well as standard support for

common workloads such as le and print serving.

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Legal assurance

The Ubuntu Assurance Programme, included in Ubuntu

Advantage, covers your business for claims of intellectual

property (IP) infringements arising from your use of Ubuntu.

This oer is designed to safeguard your business and make

deploying Ubuntu even easier.

It provides the assurance that in the unlikely event of an

IP issue in Ubuntu, Canonical will replace or modify the

infringing portion of the software so that it becomes

non-infringing, or obtain the rights for you to continue

using the software.

Should an IP claim be made against you for using Ubuntu,

Canonical will assume the legal defence and cover the legal

costs that are incurred. Terms and conditions apply.

Knowledge

Knowledge Base

Ubuntu Advantage customers have exclusive access to

the Canonical Knowledge Base. This gives you access to

technical articles written and audited by Canonicals GSS

senior engineers. The database provides you with a library

of technical articles to solve common issues immediately

without having to log a support case.

Training credits

Training credits are included with Ubuntu Advantage

Desktop and Ubuntu Advantage Server. Credits are allocated

according to the size of your order. They can be redeemed

against any of the training products sold through the

Canonical shop https://shop.canonical.com/.

Please refer to the table below to determine which trainingcredits you can qualify for.

Key benets

Immediacy

The Knowledge Base helps you nd solutions to your

problems faster by giving you a central repository and a

single reference point for tried-and-tested solutions to

common issues. Solution categories include technical articles

on security, migration and networking.

Best practices

Our Knowledge Base and training courses help you reduce

potential issues so you can run your Ubuntu systems

according to best practices. We provide easy-to-follow

guidelines to support you in the process of conguring andimplementing specic workloads on Ubuntu.

Skills transfer

Quickly gain the skills necessary to condently use and

manage Ubuntu in your business so that you can see a

quick return on your investment. The Ubuntu Certied

Professional course will help you eciently install and

congure Ubuntu systems, maintain system security and

congure network connectivity and key network services.

Minimum spend Training credit

$1,360 $200

$2,975 $400

$5,100 $650

$10,000

$50,000

2-day online course

2-day online course


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Network infrastructure serving Package and task selection

Installation


Applications

Support

Hardware setup Yes Yes Yes

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There are three subscription levels for Ubuntu Advantage

on the server:

Essential: for basic server workloads including le and

print, email, network, web and application serving.

Standard: for standard enterprise usage including

integration into existing Windows infrastructure,

virtualisation, and directory and authentication services.

Advanced: for more advanced congurations such

as high-availability failover and clustering.

Server

Package management Yes Yes

Task automation Yes Yes

Systems monitoring Yes Yes

Server features Essential Standard Advanced

Yes

Yes

Yes

Ubuntu Assurance Programme Yes Yes Yes

Online Knowledge Base Yes Yes Yes

Legal assurance

Knowledge

Yes Yes YesYes Yes Yes

Systems administration

File serving Yes Yes Yes

Network/Automated installation

Windows integration

Setting up package repositories Yes Yes

Clustering Yes Yes

Server security Yes Yes

Package tools usage Yes Yes Yes

Yes Yes

Yes Yes

Web serving Yes Yes Yes

Network serving Yes Yes Yes

Enterprise Java Yes Yes

Virtualisation Yes Yes

Kernel support Yes Yes Yes

Firewall conguration Yes Yes Yes

Updates and upgrades Yes Yes Yes


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Service-level agreements

The table below shows hours of coverage, support channels and response times.

Server SLAs

Hours of support

Number of cases

Support channels

Response times

Severity 1

Severity 2

Severity 3

Standard

Local business hours

Unlimited

Phone and online

4 hours

1 business day

2 business days

Advanced

24/7

Unlimited

Phone and online

1 hour

4 hours

4 hours

Server options Technical contacts

Standard 2

Advanced 3

Essential


Unlimited

Phone and online

2 hours

4 hours

1 business day

Severity 4 4 business days 1 business day2 business days

Essential 1

Number of technical contacts

The table below shows how many people can submit support cases based on the

server option covering your systems.


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Cloud is fast becoming an alternative solution to many

traditional server platforms. Ubuntu Advantage gives you

the necessary tools to help you make the most of cloud

technology in Ubuntu. To successfully deploy and use an

Ubuntu cloud, Ubuntu Advantage provides you with cloud-

management tools, enterprise-level support, access to

knowledge and legal assurance to deploy and manage your

Ubuntu cloud platform with ease.

Landscape cloud management

Landscape allows you to start, stop, manage and monitor

your Ubuntu private cloud, as well as Ubuntu machine

images on public clouds such as Amazon EC2. It is the only

management platform that ensures that you can manage

physical and cloud systems from the same console. With

Landscape, you can provide behind-the-rewall IT resources

to customers as they are needed, deploy resources outside

the rewall or tap into an external cloud when additional

resources are required.

Cloud support

Ubuntu Advantage gives you the assurance of being able

to contact an Ubuntu cloud expert in GSS who can quickly

resolve any issues you encounter. They will help you

maintain the same high IT service levels for your Ubuntu

private cloud as expected by your business with more

traditional platforms.

Knowledge transfer

Through Ubuntu Advantage, you get access to cloud and

Ubuntu platform experts who will help you realise the

value of deploying new cloud technology. They will help

you implement an Ubuntu cloud solution, enabling you to

provide IT services to your business more eectively and

eciently. They also show you how to maintain your cloud

platform so you can manage it easily and make the most of

your IT resources.

Cloud

1

1 Package information


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Key benets

Cloud systems management

Ubuntu Advantage Server options include the Landscape cloud management tools

for you to simply and quickly manage your Ubuntu cloud platform.

Access to expertise

You receive 24/7 or business hours phone and online access to cloud technical

experts to help you resolve issues quickly.

Comprehensive support

The Ubuntu Advantage Cloud add-on gives you complete coverage for your entire

platform by providing support for all cloud instances on top of each physical node.



There are two Ubuntu Advantage cloud options which are oered as additionalservices to Ubuntu Advantage Standard Server and Ubuntu Advantage Advanced

Server. Both options include Landscape cloud management tools.

Standard: purchased in addition to Ubuntu Advantage Standard Server, this

option includes Landscape cloud management tools and local business hours

support.

Advanced: purchased in addition to Ubuntu Advantage Advanced Server, this

option includes Landscape cloud management tools and 24/7 support.

Cloud SLAs

Hours of support

Number of cases

Support channels

Response times

Severity 1

Severity 2

Severity 3

Standard


Unlimited

Phone and online

Advanced

24/7

Unlimited

Phone and online

1 hour

4 hours

4 hours

2 hours

4 hours

1 business day

Severity 4 1 business day2 business days


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There are two Ubuntu Advantage options for the desktop:

Standard: for general business use, including creating oce documents,

email, calendaring and working with web applications.

Advanced: for more complex desktop use, such as development work.

The table below lists the features included in both services.

Desktop



Yes

Yes

Yes

Yes

Support

Network/automated installations Yes YesDesktop security Yes Yes

Yes Yes

Package management Yes

Task automation Yes

Systems monitoring Yes

Desktop features Standard Advanced

Yes

Yes

Yes

Ubuntu Assurance Programme Yes Yes

Online Knowledge Base Yes Yes

Legal assurance

Knowledge

Certied applications

Desktop virtualisation

Developer tools

Skills training credit Yes Yes


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Desktop SLAs

Hours of coverage

Number of cases

Support channels

Response times

Severity 1

Severity 2

Severity 3

Standard


Unlimited

Phone and online

2 business days

2 business days

2 business days

Advanced


Unlimited

Phone and online

4 business hours

1 business day

2 business days

Number of technical contacts

The table below shows how many people can submit support cases based on thedesktop option covering your systems.

Desktop options Technical contacts

Standard 2

Advanced 3


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Additional servicesFor customers that require behind-the-rewall systems

management and a higher level of support, there are two

additional services oered with Ubuntu Advantage Desktop,

Server and Cloud.

Landscape Dedicated Server

The onsite Landscape Dedicated Server Edition allows you to run the Landscape

systems management and monitoring service from behind your rewall. It oers

all the features of the hosted service, but with the added security of running

Landscape on your own site.

Premium Service Engineer

The Premium Service Engineer (PSE) service provides an additional level of care

for large enterprises. It gives you a named Ubuntu expert in the GSS team whose

priority is your business needs. As a virtual member of your team, they know your

IT environment and are on hand to resolve any disruptions in your environment or

work on the most complex problems.

Key benets

Single point of contact

Your PSE is a named contact who builds up knowledge of your environment and

works closely with your team. With this knowledge, they can provide tailoredsolutions for your business and technical environment.

Direct access to expertise

Each PSE is an expert in Ubuntu technologies and enterprise deployments.

This means you have direct access to expert help as and when you need it.

Responsiveness

PSEs have direct access to Ubuntu engineers and developers ensuring they can

escalate and resolve problems quickly.

Collaboration

Your PSE will work closely with your team providing advice and expertise on

Ubuntu technologies and best practices. This close collaboration ensures you get

the most from your Ubuntu investment and reduces the number of issues youll

face by helping you to implement best-practice solutions.

Regular communication

Your PSE will ensure that youre aware of new Ubuntu developments and

technologies. Additionally, theyll represent your needs and priorities to the

Ubuntu development community. This means youll be able to plan and deploy

new capabilities as soon as they become available.

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Severity

Level 1

Denition

Core functionality

not available

Responsibilities

Continuous eort will be provided during the coverage hours by the appropriate

support engineer(s) and/or development engineer(s) to produce a work-around.

As soon as core functionality is available the severity level will be lowered to

level 3 and a permanent resolution developed.

Canonical will use reasonable eorts during coverage hours to produce

a work-around.

The support engineer will aim to produce a work-around that is sucient to adjust

the priority level to level 3 where a permanent resolution will be developed.

Canonical will use reasonable eorts during the coverage hours to provide

the customer with a work-around as soon as possible balanced against high

severity-level cases.

Having provided a work-around, Canonicals support support engineers will

work on developing a permanent resolution to the case.

Level 2 Core functionality

severely degraded

Level 3 Standard support

request

Support systemsFor all service options, a number of standard rules apply. These

include the way that GSS will determine how serious a problem

is, along with the system that is covered by the support service.

Entitled systems

Each Ubuntu Advantage subscription entitles you to receive support for a singlephysical machine on which either Ubuntu Desktop, Ubuntu Server or Ubuntu

Enterprise Cloud is installed.

Entitlements can be moved between machines as systems within the organisation

change. For example, it is common to move an entitlement from an old system to

a new system as part of an upgrade process.

Severity levels

The severity level of an issue determines the priority that the issue receives from

GSS. Severity is agreed between GSS and the customer by judging the impact of

the issue on the customers IT environment.


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When you experience an issue, your rst course of action should be to consult

the Knowledge Base through the support portal. The Knowledge Base contains

a range of documentation detailing issues and solutions that have

been experienced by other users.

If there is no appropriate solution, you can either enter the problem through the

support portal ticketing system, or you can telephone GSS directly. Severity level 1

and level 2 issues should be reported by phone.

Support Tier 1Initial calls are handled by Tier 1 engineers who have been trained to handle basic

conguration or usage issues. The engineers rst task is to verify the nature of

the issue and the severity level of the problem. Having done so, they will work

with you to undertake basic debugging and deliver an appropriate resolution.

If the problem is beyond this tiers capability, it is escalated to the second tier.

Support Tier 2

Tier 2 engineers have extensive Ubuntu experience and may be specialists in a

particular domain of knowledge. Aside from escalated issues, this tier deals with

complex problems where there are a range of subsystems involved. The engineer

will work to recreate a complex problem and isolate it into a repeatable test case.

In general, issues that involve advanced conguration are resolved at this level.

Any resolved issue is then added to the Knowledge Base so you and other userswill be able to resolve it in the future.

Support Tier 3

An issue that moves through to the Tier 3 group has been isolated to a repeatable

test case. The third tier works on any code changes that are necessary to resolve

the problem for you. This generally involves developing and testing a custom

patch for you and delivering this as a customer package. If this is successful, the

engineer will work with the distribution developers to integrate the package into

future releases of Ubuntu.

Support collaboration

Its often the case that a problem is not isolated to the operating system,

physical hardware or the application itself. Complex issues often exist between

the boundaries making it dicult and time-consuming to isolate and debug them.

This can become more complex when a variety of vendors are involved. To ensure

that our customers receive the highest level of support for these types of issues,

we are members of the Technical Support Alliances Network (TSANet). With

members such as IBM, HP, Dell, VMware and EMC, you are assured that multi-

vendor issues will be co-ordinated and resolved. More information on TSANet

is available at http://www.tsanet.org/.


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Choose Ubuntu Advantagefor your business.

Get in touch today:www.canonical.com/sales+44 207 630 2402

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