EMERGENCY SUPPORT FOR CEPH and PROXMOX

At croit, we understand that emergencies can occur at any time, and timely support is crucial to minimize downtime and ensure your Ceph or Proxmox storage is up and running smoothly. That’s why we offer an Emergency Support Service for both Ceph and Proxmox, providing you with immediate access to our expert team for critical issues.

How It Works

An incident in your storage infrastucture can be unpleasent and we want to help you as quickly as possible. This why provide an easy process to start working together as soon as possible:

Please fill out the form in this page and accept our terms and pricing to automatically open a support ticket. Provide as much detail as possible about the issue you’re experiencing, so our team can prepare and respond effectively
Our support team will contact you and will send you information you to join us in Google Meet and also how to provide access to your cluster should you allow this.
Our sales team will send you the invoice during our business hours.

Pricing

Initial Support Fee: For the first 4 hours of support, we charge a flat fee of $1180/1140€ (depending on your country; additional country specific tax might apply).
Extended Support: Should your issue require more than 4 hours to resolve, each additional hour is billed at $295/285€ (depending on your country; additional country specific tax might apply).

Why Choose croit Emergency Support?

With our deep expertise in simplifying complex open-source storage solutions like Ceph, Proxmox, and Intel DAOS, our team is uniquely positioned to address and resolve your urgent technical issues swiftly and efficiently. When you choose croit, you’re choosing:

Expertise: Our team consists of seasoned professionals with extensive experience in open-source storage technologies.
- We are also founding members of the Ceph Foundation.
- We actively contribute to upstream Ceph.
- Silver Partners of Proxmox
Speed: Rapid response times to get your systems back on track with minimal disruption.
Reliability: Dependable support that you can count on during critical moments.

Name *

First

Last

Phone *

Email *

Company Name *

Company Address *

Address Line 1

City

State / Province / Region

Postal Code

Country

Company VAT ID (if in Canada or Europe)

Issue Description *

Emergency Support Service Agreement *

I have read and agree to the terms and conditions of the Emergency Support Service Agreement.

Emergency Support Service Agreement

This Emergency Support Service Agreement ("Agreement") is entered into by and between croit GmbH ("croit") and the entity or individual submitting the Emergency Support Request Form ("Customer").

1. Scope of Services

1.1 croit agrees to provide emergency support services ("Services") for Customer’s Ceph storage infrastructure, as described on the Emergency Support page on croit’s website.
1.2 The Services include initial assessment, troubleshooting, and resolution of critical issues.

2. Process

2.1 Customer shall submit an Emergency Support Request Form with details of the issue.
2.2 Upon receipt of the form and acceptance of the terms, a support ticket will be automatically generated.
2.3 croit will contact Customer promptly to arrange a Google Meet session and obtain necessary access to the storage cluster if permitted by Customer.

3. Fees and Payment

3.1 Initial Support Fee: For the first four (4) hours of support, Customer shall pay a flat fee of $1180/1140€ (additional country-specific tax may apply).
3.2 Extended Support: Should the issue require more than four (4) hours to resolve, each additional hour will be billed at $295/285€ (additional country-specific tax may apply).
3.3 croit’s sales team will issue an invoice during regular business hours. Customer agrees to pay the invoice promptly according to the payment terms specified therein.

4. Customer Responsibilities

4.1 Customer agrees to provide accurate and complete information about the issue when submitting the Emergency Support Request Form.
4.2 Customer shall ensure that croit’s support team has necessary access to the storage infrastructure to diagnose and resolve the issue, subject to any security and confidentiality agreements.

5. Term and Termination

5.1 This Agreement becomes effective upon Customer’s submission of the Emergency Support Request Form and acceptance of the terms.
5.2 Either party may terminate this Agreement upon written notice if the other party fails to cure any material breach within thirty (30) days of receiving written notice of such breach.

6. Limitation of Liability

6.1 To the maximum extent permitted by law, croit shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or revenue, incurred by Customer or any third party.
6.2 croit’s total liability under this Agreement shall not exceed the total fees paid by Customer for the Services.

7. Miscellaneous

7.1 This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements or understandings, whether written or oral, relating to the subject matter hereof.
7.2 This Agreement shall be governed by and construed in accordance with the laws of Germany.
7.3 Any disputes arising under or in connection with this Agreement shall be resolved in the courts of Munich, Germany.
7.4 If any provision of this Agreement is found to be unenforceable, the remaining provisions shall continue in full force and effect.

Example Issue Descriptions

To help us assist you better, please include details such as:

Symptoms of the problem (e.g., error messages, performance degradation)

Any recent changes or updates made to your system

Steps you’ve already taken to troubleshoot the issue

To ensure we can swiftly begin addressing the issue and provide the best possible service, please provide as much detail as you can

Upon receiving your request, a member of our support team will contact you promptly to begin resolving your issue. Thank you for trusting croit to support your critical storage infrastructure needs.