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


Information

Armory offers a variety of support options depending on your needs. With the resources below, you should be able to find answers to any questions you have regarding your support contract and what kind of service-level agreements you would be able to expect as a customer of Armory. There are many ways to contact support, but our first suggestion is always to check docs.armory.io as we are constantly looking 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. Still, we will be focusing most of our time and attention on enhancing our documentation, knowledge base, and automation to ensure that your overall experience with Armory is as streamlined and efficient as it can be.
 
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.
 

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. If a phone call is deemed necessary for some reason by both parties, we will schedule an on-demand Zoom call or scheduled Zoom call to ensure that the necessary context is captured in advance and necessary parties are involved. 
 

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 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 that we have all the context to start our triaging. The more meaningful context provided, the quicker the path to resolution will be. Customers are also able to 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.

Armory CDaaS Support

Customers looking for support related to Armory Continuous Deliver-as-a-Service can find more information in the following KB article.   Customers with an Armory CDaaS Enterprise plan will be assisted according to the Armory Continuous Deployment SLA information below.

Product Feedback & Feature Requests

For product feedback and/or feature requests, we request that customers submit their feedback. We request that customers follow the procedure outlined in this Knowledge Article.  We ask that customers submit this information in their own words to ensure that the proper context is captured.

Populating the mandatory information will ensure that the request is prioritized properly. Customers are welcome to follow up with their Technical Account Manager on the status of the feedback/request at any time.
 

SUPPORT PLANS

Armory offers the following Support Plans:

Armory Essential Support for OSS - Introduced July 2022

Armory Continuous Deployment Self-Hosted Support - formerly Armory Enterprise Support

Armory Global Premium Support - formerly Armory Premium Support

Armory Continuous Deployment Managed Support - formerly Armory Managed Spinnaker Support - Based on Support Package Customer has purchased

SLA Matrix - Armory Essential Support for OSS Cases

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.

Support Hours and SLAs

  • 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 adjustment of priority to ensure a consistent experience across our customers. 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

Generally speaking, 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 this case, inform the Support team and/or the Technical Account Manager via Slack, and the case will be reviewed and accepted/declined as seen fit.