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:
| STARTER | BASIC | PREMIUM | ENTERPRISE | |
|---|---|---|---|---|
| Service window | Mo. - Fr. 9:30am - 5:30pm | Mo. - Fr. 9:30am - 5:30pm | Mo. - Fr. 9:30am - 5:30pm | Mo. - Su. 0:00am - 24:00pm |
| Response times | Level 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 cases | 15 | Unlimited | Unlimited | Unlimited |
| Number of Icinga Hosts | 500 max. | Unlimited | Unlimited | Unlimited |
| Number of contacts | 1 | 2 | 3 | 5 |
| Icinga Camp tickets | 1 | 1 | 2 | 3 |
| Support channels | ||||
| Yes | Yes | Yes | Yes | |
| Telephone | n/a | Yes | Yes | Yes |
| Remote Login | n/a | Yes | Yes | Yes |
| Remote support days | n/a | n/a | 1 | 2 |
| Support modules | ||||
| Number of Icinga 2 servers | 1 | 2 | 5 | 10 |
| Support for official Icinga 2 addons | Yes | Yes | Yes | Yes |
| Support for integrations | Yes | Yes | Yes | Yes |
| 24x7 cases/year | n/a | n/a | n/a | 24 |
| Access to Icinga Stack and LTS versions (end of 2019) | Yes | Yes | Yes | Yes |
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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:
- Icinga 2 with all it’s features
- Icinga Web 2
- Official Icinga Web 2 Modules
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:
| OS | Supported OS Version | PHP |
|---|---|---|
| Debian | 9 | 7.0 |
| Ubuntu | 18.04 | 7.2 |
| RHEL / CentOS | 7 | 7.1-SCL |
| SLES | 15.0 | 7.0 |
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:
| OS | Supported Versions | ||
|---|---|---|---|
| Debian | 7 | 8 | 9 |
| Ubuntu | 16.04 | 18.04 | 18.10 |
| RHEL / CentOS | 6 | 7 | |
| Fedora | 28 | 29 | |
| SLES | 11.4 | 12.3 | 15.0 |
| openSuse | 42.3 | 15.0 | |
| Windows | Server 2008 | Server 2012 | Server 2016 |
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).
Icinga User IRC Channel
Join the Icinga User IRC.