Support

Icinga Support subscription

An Icinga Support Subscription provides expert technical assistance for implementing solutions designed to cover your entire monitoring infrastructure. This makes it easier for you to focus on your business.

Support through our partner

Our partners provide individual pricing as well first and second level support. Icinga backs them with comprehensive knowledge and development experience on any issue if necessary.

Icinga Support Plan

Icinga support engineers provide world-class enterprise-grade support for every supported Icinga component and addon. Support plans also include exclusive access to our upcoming stacked and long-time releases and put your support needs on the top of our list.

At Icinga we understand that each business is different, so our PREMIUM and ENTERPRISE plans can be extended.

 

Our support plans are available in the following levels:

 

 STARTERBASICPREMIUMENTERPRISE
Service windowMo. - Fr.
9:30am - 5:30pm
Mo. - Fr.
9:30am - 5:30pm
Mo. - Fr.
9:30am - 5:30pm
Mo. - So.
0:00am - 24:00pm
Response timesLevel 3: NBD
Level 2: NBD
Level 1: NBD
Level 3: 8h
Level 2: NBD
Level 1: NBD
Level 3: 4h
Level 2: 8h
Level 1: NBD
Level 3: 2h
Level 2: 4h
Level 1: NBD
Number of support cases15UnlimitedUnlimitedUnlimited
Number of Icinga Hosts500 max.UnlimitedUnlimitedUnlimited
Number of contacts1235
Icinga Camp tickets1123
Support channels
E-MailYesYesYesYes
Telephonen/aYesYesYes
Remote Loginn/aYesYesYes
Remote support daysn/an/a12
 
Support modules
Number of Icinga 2 servers12510
Support for official Icinga 2 addonsYesYesYesYes
Support for integrationsYesYesYesYes
24x7 cases/yearn/an/an/a24
Access to Icinga Stack and LTS versions (end of 2018)YesYesYesYes

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Support Matrix

Server

Server components include everything from the Icinga product line that is necessary to run a Master or Satellite setup. This includes:

Server components of the Icinga ecosystem are generally supported on the latest LTS version of the most common Linux distributions. To provide a smooth upgrade option, previous LTS versions overlap with a period of 6 months. This leads to the following support matrix for server components:

OSSupported OS VersionSupported Until OS VersionPHP
Debian9107.0
Ubuntu18.04207.2
RHEL / CentOS787.1-SCL
SLES12.3137.0

Agent

Running Icinga 2 as an agent requires less functionality than a Master or Satellite setup. Icinga as an agent is supported in a wider range of operating systems and versions. Running Icinga 2 in agent mode includes the following features:

  • All logging methods
  • Checker Feature
  • API Feature

Support for Icinga 2 Agent ends if the OS support ends automatically.  Following operating systems are supported for the Icinga 2 Agent:

OSSupported Versions  
Debian789
Ubuntu16.04 18.04
RHEL / CentOS67
Fedora2627
SLES11.412.3
openSuse42.242.3
WindowsServer 2008Server 2012

Support Elements

Number of Icinga 2 Servers

The number of supported Icinga installations varies per support plan, but can be increase upon request. An Icinga server is defined here to include both satellite and centrally controlled Icinga server installations.

Support for Official Icinga 2 Addons

Icinga 2 is highly extensible. We support all official Icinga 2 addons. Please see icinga.com/support for details and listings of the supported addons and versions.

Support for Integrations

There are more than 200 Icinga add-ons available, developed by the Icinga community. Support for any of these add-ons is offered to BASIC plan clients and higher where compatible with Icinga 2.

Other integrated Open Source tools like Puppet, Ansible, Elasticsearch, Graylog, MySQL, MariaDB etc. are not supported in this support plan.

Examples: The Icinga 2 Puppet Module is included; your Puppet environment is not included in the Icinga support plan. The IDO database schema is included, your MySQL/MariaDB/PostgreSQL setup is not included. Please ask your local partner for additional support options to cover these Open Source tools.

24x7 Cases/Year

ENTERPRISE support contracts include 24 support cases per year. Additional cases can be purchased on demand.

Access to Icinga Stack and LTS Versions

(available at the end of 2018)

Icinga 2 is open source and will be open source in the future. For your convenience Icinga provides special installation packages (Icinga Stack) to ease the installation and updates of Icinga 2 and the official Icinga 2 add-ons. During the duration of the Icinga support contract the customer will get free access to a special repository.

Support from Icinga

Our partners provide the support from Level 1-3. Please see their support terms for details. Icinga backs them with comprehensive knowledge and development experience on Level 3 issues if necessary.

Severity Level Definitions

  • Level 3: Critical production issue that severely impacts your use of the software.
  • Level 2: Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your monitoring operations and no reasonable workaround exists.
  • Level 1: Only minor functionality is impacted or a (cosmetic) bug is affecting a small number of users.

Community Support

We all come across problems at some time, here are good places to ask for advice from other users and give some in return.

Monitoring Portal Forum

Talk all things Icinga with an international monitoring community.

Official docs

Documentation to get you started within minutes.

Icinga Exchange

Plugin & Addon Repository

Icinga-Users Mailing List

Discuss with community members (subscription details).