Armory Continuous Deployment as a Service (CDaaS) Support


Information

Welcome to the initial Armory Continuous Deployment as a Service (CD-as-a-Service) Support Page!  For those starting your journey with Armory CD-as-a-Service, please refer to this page for some initial guidance on how Armory can assist you and your team.

Table of Contents

Starting with Armory CD-as-a-Service

Customers starting their journey with Armory CD-as-a-Service will want to begin in the following places.

Customers with support contracts needing to submit a case to our support team should create a case in our ServiceNow Portal.

Trialing CD-as-a-Service

Customers looking to Trial Armory's CD-as-a-Service offering should begin their journey in our CD-as-a-Service Quickstart Guide.  This comprehensive guide will direct new users on how to sign up for a free trial.  If your company is already trialing CD-as-a-Service, it is recommended that you contact your administrator to provide you with access to the company CD-as-a-Service environment.

Purchasing CD-as-a-Service

Customers looking to explore pricing for CD-as-a-Service can do so by visiting the Armory CD-as-a-Service Pricing section.  This section will provide more information about the differences between the Free, Team, and Enterprise tiers and a handy comparison chart.

Support Plans, SLAs, and Response Times

Customers with a Support contract can find their SLAs below

SLA Matrix - Armory CD-as-a-Service Team-Level Support plan

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 - Customers cannot deploy or set parameters for an in-production environment without a workaround, and it has been confirmed that the issue exists within CD-as-a-ServiceCD-as-a-Service Remote Network Agent (RNA) is working, but no communication is occurring between the CD-as-a-Service console and RNA agent in a production environment, and no Network changes have been applied
P1 - High
12 Hours
11 x 5 Business Hours (EST/PST)
1 Week
Production instance features are functionally impaired with no acceptable workaround/rollback.
Deployment triggers show errors and are not completed 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 CD-as-a-Service environment, 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 on the business.
Inquiries about configurations, How to requests, or non-production issues.
  • Armory offers 11 Business Hours x 5 days a week Support based on the SLA agreements listed above. 
  • SLAs for the First Response are 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 try to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.

SLA Matrix - Armory CD-as-a-Service Enterprise-Level Support plan

Support Case Priority
Response Time SLA
Schedule
Target Resolution Time
Definition
Example Case
P0 - Critical (Outage)
1 Hour
24 x 7
ASAP
Critical - Customers cannot deploy or set parameters for an in-production environment without a workaround, and it has been confirmed that the issue exists within CD-as-a-Service
CD-as-a-Service Remote Network Agent (RNA) is working, but no communication is occurring between the CD-as-a-Service console and RNA agent in a production environment, and no Network changes have been applied
P1 - High
8 Hours
11 x 5 Business Hours (EST/PST)
3 Business Days
Production instance features are functionally impaired with no acceptable workaround/rollback.
Deployment triggers show errors and are not completed 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 Production or Dev instances that is non-critical and non-time-sensitive.
A bug impacts the CD-as-a-Service environment, 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 on the business.
Inquiries about configurations, How to requests, or non-production issues.
  • Armory offers 11 Business Hours x 5 days a week Support (24x7 for P0s) based on the above mentioned SLA agreements. 
  • Business Hours are 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 try to resolve any issues as soon as possible. However, the Resolution Time SLAs are not considered an expected time-to-resolution.