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Armory Support Information (Hours of Operation/SLAs/Procedures)

Armory offers a variety of support options depending on your needs. With the resources below, customers should be able to find answers to any questions regarding their support contract and what kind of service-level agreements to be expected as a customer of Armory. There are many ways to contact support, but our first suggestion is always to check our documentation at docs.armory.io or our kb.armory.io as we constantly seek to improve our customers’ self-service experience.   A self-service experience is impactful because support no longer becomes a bottleneck to resolving your issues. We will be here to assist if the need arises. Armory's Support focuses our time and attention on enhancing our documentation, knowledge base, and automation to ensure that a customer's overall experience with Armory is as streamlined and efficient as possible.   If you can’t find an answer to your question or concern at any given time, you can submit an issue with Armory Support.  Customers looking to register can do so by contacting their appointed ServiceNow Service Portal Customer Administrators. Once registered, please submit tickets at support.armory.io.

 

Table of Contents​

Communication Methods

  Communication Methods

  • Armory ServiceDesk Platform at support.armory.io* Slack for informal communications (a Slack message will not trigger our alerting system for Priority 0 cases; hence we recommend defaulting to issue submission via the Armory ServiceDesk). Phone Support On-demand phone support is currently not an offering at any Armory Support level, with one exception. If both parties deem a phone call necessary, we will provide an on-demand Zoom call or a scheduled Zoom call to ensure that the necessary context is captured in advance and necessary parties are involved.    The only exception is in specific cases for which customers require a P0 resolution.  For more details, please refer to the following documentation available to Armory Customers about P0 Case-handling (the document is only available to customers that have a login to our Support Portal).  

Issue Creation​

We highly suggest enabling Armory Diagnostics.  This allows our team to gather information about the current state of your environment and allows us to skip a few steps in our initial investigation, allowing for a quicker resolution.  Customers can also use and implement the Armory Support Bundle within their environment to provide the Customer's current configuration of their Spinnaker environment to the Support Team. When submitting an Armory issue to the support team, please include as much detail as possible to ensure we have all the context to start our triaging. The more meaningful context provided, the quicker the path to resolution will be. Customers can also request a Zoom call from the Support Engineer assigned to their case.   Please visit our document explaining the Case Submission best practices page for more suggestions on optimizing case experiences.   The following are useful articles for users navigating our Service Desk Portal and a great place to start.

Support Case Priority

Response Time SLA

Schedule

Target Resolution Time

Definition

Example Case

P0 - Critical (Outage)

1 Hour 11 x 5 Business Hours (EST/PST) ASAP Critical - Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.Spinnaker Production Server is showing 5xx errors for all users. P1 - High

12 Hours

11 x 5 Business Hours (EST/PST)

1 Week

Production instance features are functionally impaired with no acceptable workaround/rollback.

Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.

P2 - Medium

32 Hours

11 x 5 Business Hours (EST/PST)

Best Effort

Any issue affecting the Production or Dev instances that is non-critical and non-time-sensitive.

A bug impacts the Spinnaker instance, but a workaround is available, and business resumes as usual.

P3 - Low

48 Hours

11 x 5 Business Hours (EST/PST)

Best Effort

Questions or clarifications around features/docs, etc. No immediate impact to the business.

Inquiries about configurations, How to requests, or non-production issues.

Please note that we can only officially support items that are shared across OSS Services **and **Armory's ECM.

  • Armory offers 11 Business Hours x 5 days a week Support based on the SLA agreements listed above. * SLAs for First Response is based on the priority of the case. We will prioritize resolution based on how severe the impact is. Our focus will always go to the highest priority cases.* Business Hours are defined as 8 hours between 9 am-8 pm EST* / 6 am-5 pm PST. The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.* Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.* For organizations interested in Essential Support, please contact Armory and we can discuss how to customize the offering to meet your needs and future roadmap. SLA Matrix - Armory CD Self-Hosted Support Cases

Support Case Priority

Response Time SLA

Schedule

Target Resolution Time

Definition

Example Case

P0 - Critical (Outage)

1 Hour

24 x 7

ASAP

Critical - The Armory Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Cannot log into the Armory Production instance. Armory Production is showing 5xx errors for all users.

P1 - High

8 Hours

11 x 5 Business Hours (EST/PST)

3 Business Days

Armory Production instance features are functionally impaired with no acceptable workaround/rollback.

Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.

P2 - Medium

24 Hours

11 x 5 Business Hours (EST/PST)

Best Effort

Any issue affecting the Armory instance which is non-critical and non-time-sensitive.

A bug impacts the Armory instance, but a workaround is available, and business resumes as usual.

P3 - Low

48 Hours

11 x 5 Business Hours (EST/PST)

Best Effort

Questions or clarifications around features/docs, etc. No immediate impact to the business.

Customer wants to inquire about a product feature request. 

 

  • Armory offers 11 Business Hours x 5 days a week Support (24x7 for P0s) based on the SLA agreements listed above. * Business Hours are defined as between 9 AM - 8 PM EST / 6 AM - 5 PM PST.* The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.* Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution. SLA Matrix - Armory **Global Premium **Support Cases

Support Case Priority

Response Time SLA

Schedule

Target Resolution Time

Definition

Example Case

P0 - Critical (Outage)

30 Min

24 x 7

ASAP

Critical - The Armory Production instance is unavailable or unusable. No workaround/rollback. Support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Cannot log into the Armory Production instance. Armory Production is showing 5xx errors for all users.

P1 - High

4 Hours

24 x 5 Business Hours

3 Business Days

Armory Production instance features are functionally impaired with no acceptable workaround/rollback.

Pipelines are triggering errors and not completing successfully. The continuous delivery cycle is severely impacted.

P2 - Medium

12 Hours

24 x 5 Business Hours

Best Effort

Any issue affecting the Armory instance which is non-critical and non-time-sensitive.

A bug impacts the Armory instance, but a workaround is available, and business resumes as usual.

P3 - Low

24 Hours

24 x 5 Business Hours

Best Effort

Questions or clarifications around features/docs, etc. No immediate impact to the business.

Customer wants to inquire about a product feature request. 

 

  • Armory offers 24 Business Hours x 5 days a week Support (24x7 for P0s) based on the SLA agreements listed above. * Business Hours are defined as 7 PM Sunday EST/4 PM Sunday PST - 8 PM Friday EST / 5 PM Friday PST* The SLA times listed in Response Time SLA are when customers can expect the first human response and acknowledgment of the case.* Armory Technical Support will make the best effort to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution. Armory Continous Deployment - Managed: High Availability and Disaster Recovery SLA Information For information on Armory Continous Deployment Managed environments and High Availability and Disaster Recovery SLA information, please visit the following Knowledge Article:https://support.armory.io/support?id=kb_article&sysparm_article=KB0010626   How is Priority Determined during Case Creation? The customer case form will include the following fields to determine the priority on our ServiceDesk. We prevent the change and manual priority adjustment to ensure a consistent customer experience. Our P0s are linked to a global paging system and WILL wake up any on-call team member, so we want to ensure that if a P0 is being submitted, it requires immediate attention. Environment 
  • Production* Non-Production Impact
  • Minor* Moderate* Significant* Critical (Outage) Workaround/Rollback Available
  • Yes* No Escalation Policies

A case's priority shall remain Read-Only to enforce a consistent customer experience. We want every interaction to be consistent, and we want to ensure that resources are distributed in a fair and equal manner.    For Cases where there is a severe blocker to deploying the Armory services, or a critical timeline/deadline is approaching, the customer may request an escalation. In the case an escalation is required, please follow one of the following steps: