Support¶

Service overview¶

Enterprise Cloud 2.0 supports problems that customers cannot solve by providing several functions.
All customers can use the basic plan free of charge at no additional cost. It is also possible to use a paid plan according to the customers request.

Support plan

Features provided for free

System operation

Support Plan¶

Installation support¶

This is a service where Service Provider engineers will assist you when you decide to install Enterprise Cloud 2.0 and build a system. This service is available to customers who have a contract in Japan.

Plan	Descriptions
Design Support	Supporting resource design such as server, network and storage on Enterprise Cloud 2.0 for customers considering introduction Create parameter sheets and deliverables of network configuration diagrams and deliver them *In principle, the design is the responsibility of the customer as it is a proxy work.
Deployment Support	Implement Enterprise Cloud 2.0 resource construction on behalf of the customer according to the parameter sheet designed and created by the customer *In principle, the design is the responsibility of the customer as it is a proxy work.

Operation support¶

This is a service that Service Provider engineers will help you when you start operating a system built on Enterprise Cloud 2.0.

We have multiple plans depending on the level of support. This service is available to customers who have a contract in Japan.

Plan	Descriptions
Basic Plan	It is a standard plan for all customers. We accept and respond to inquiries regarding document-based specifications and operation methods using tickets, based on the functions provided free of charge, which will be described later. This service is available to customers who have a contract in Japan.
Advanced Plan	In addition to the basic plan, this plan extends the time (24H365D) and means (callback phone). We also extend support for firewalls (Brocade 5600 vRouter), firewalls (vSRX), load balancers (NetScaler VPX) and Hybrid Cloud with Microsoft Azure. This service is available to customers who have a contract in Japan.
Premium Plan	We will prepare a special window different from the basic plan and advanced plan, and provide support after understanding the individual company environment. We will assign a semi-dedicated engineer and provide architectural advice based on use cases by technical support. This service is available to customers who have a contract in Japan.

Features provided for free¶

Enterprise Cloud 2.0 provides a support function that can be used free of charge for customers who are considering or are using it.

Functions	Descriptions
Knowledge Center (Enterprise Cloud 2.0 support site)	Knowledge Center provides various information that customers need to use Enterprise Cloud 2.0. It can be used by all customers. You can check the documents related to the specifications of each menu and tutorials that explain the operation method. Enterprise Cloud Knowledge Center (https://ecl.ntt.com/en/)
Frequently Asked Questions (FAQ)	Introducing frequently asked questions from our customers. https://ecl.ntt.com/en/support-ecl2/faq/
Known events	Introducing currently known problems and workarounds. https://ecl.ntt.com/en/known-issues/
Failure / maintenance information	You can check the planned maintenance information and failure information. https://ecl.ntt.com/en/service-status/
Ticket support	After you start using the service, you can contact the support center using the ticket function provided on the portal. With this function, you can create, update, and refer to various inquiries and failure reports in Enterprise Cloud 2.0. If you would like digital evidence, please contact us here. We will consider and answer, including whether or not it can be provided. You can also add attachments, so if you have screenshots or log files, you can attach them to your ticket. In addition, when the ticket is closed, we may send you a questionnaire for the purpose of improving service quality. *The maximum file size that can be attached to a ticket is 20MB.

System operation¶

System¶

The operation policy for Enterprise Cloud 2.0 is as follows.

Item	Contents
Operating hours	24 hours / 365 days However, the reception hours of each support window will follow the menu.
Response policy in case of failure	We will promptly carry out the restoration.

In addition, although the system is configured as redundant as possible, system switching may occur in the event of a failure. The estimated time for switching the redundant configuration of Enterprise Cloud 2.0 is as follows. In addition, customer notification when this change occurs is not applicable. For virtual servers, firewalls, load balancers, Managed UTMs, Managed Firewalls, and Managed WAFs, we will notify you when HA occurs.

Category	Menu	Switching design value
Server	Baremetal server	Redundant configuration is customer-designed
	Virtual server	HA switching in case of board failure Approximately 10 minutes
	Managed v platform	HA switching in case of board failure Approximately 10 minutes
	Image storage area	Act-Act configuration
Storage	Block storage	Act-Sby configuration switching about 1 minute
	File storage	Act-Sby configuration switching about 1 minute
	Wasabi object storage	According to Wasabi hot cloud storage
Network	Logical network	Switching of relay board about 1 minute
	Internet connection	Switching of relay board about 1 minute
	VPN connection	Switching of relay board about 1 minute
	Flexible InterConnect ECL2.0 Connection	Switching of relay board about 1 minute
	Firewall	Time required for recovery when recovery is performed using the HA function (according to the notation of the virtual server)
	Load balancer	Time required for recovery when recovery is performed using the HA function (according to the notation of the virtual server)
SD-Exchange	Collocation connection	Switching of relay board about 1 minute
	Enterprise Cloud 1.0 connection	Switching of relay board about 1 minute
	Enterprise Cloud 2.0 connection	Switching of relay board about 1 minute
	Amazon Web Services Connection	Switching of relay board about 1 minute
	Google Cloud Platform connection	Switching of relay board about 2 minutes
	Microsoft Azure connection	Switching of relay board about 1 minute
	Remote data center connection	Switching of relay board about 1 minute
Dedicated hypervisor	vSphere	Redundant configuration is customer-designed
	Hyper-V	Redundant configuration is customer-designed
Backup	Backup
Security	Managed UTM, Managed Firewall, Managed WAF	Time required for recovery when recovery is performed using the HA function (according to the notation of the virtual server)
Management	Monitoring	Act-Sby configuration switching about 1 minute
Platform service	Cloud Foundry	Redundant configuration is customer-designed
	Power Systems	Redundant configuration is customer-designed
	Hybrid Cloud with Microsoft Azure	Same as Microsoft Azure
	Hybrid Cloud with Google Cloud Platform	Same as Google Cloud Platform
	Red Hat OpenShift Platform	Same as Red Hat OpenShift Platform
	Global Server Load Balance	Act-Act configuration

Maintenance window¶

Enterprise Cloud 2.0 performs regular maintenance to maintain the quality of service.

The maintenance schedule is set for each group as follows. However, this may not be the case in the case of urgent response such as communication impact, maintenance that does not affect the portal / API, and vulnerabilities.

Group	Region	Day and time (Asia / Tokyo)	Local time
Group 1-a	JP1 (Japan) JP5 (Japan) JP7 (Japan) SG1 (Singapore)	Tuesday 22:00 –06: 00 (JST) Tuesday 22:00 –06: 00 (JST) Tuesday 22:00 –06: 00 (JST) Tuesday 23:00 –07: 00 (JST)	Tuesday 22:00 –06: 00 (JST) Tuesday 22:00 –06: 00 (JST) Tuesday 22:00 –06: 00 (JST) Tuesday 22:00 –06: 00 (SGT)
Group 1-b	JP2 (Japan) JP6 (Japan) HK1 (Hong Kong)	Thursday 22:00 –06: 00 (JST) Thursday 22:00 –06: 00 (JST) Thursday 23:00 –07: 00 (JST)	Thursday 22:00 –06: 00 (JST) Thursday 22:00 –06: 00 (JST) Thursday 22:00 –06: 00 (HKT)
Group 1-c	JP4 (Japan)	Monday 22:00 –06: 00 (JST)	Monday 22:00 –06: 00 (JST)
Group 2-a	UK1 (United Kingdom)	Thursday 07:00 –15:00 (JST)	Wednesday 22:00 –06: 00 (GMT)
Group 2-b	DE1 (Germany) US1 (USA)	Monday 06:00 –14:00 (JST) Monday 12:00 –20:00 (JST)	Sunday 22:00 –06: 00 (CET) Sunday 22:00 –06: 00 (EST)
Group 3	JP3 (Japan)	Other than Thursday 22:00 –06: 00 (JST)	Other than Thursday 22:00 –06: 00 (JST)

Note

Maintenance that affects the portal / API reference / operation system will start 2 hours before the above time. (Local time 20: 00-06: 00)

Note

When the local time is summer time in UK1, DE1 and US1 regions, maintenance windows start / end 1 hour earlier than the above JST time (22:00 - 06:00 Local time).

Service in US1, UK1, DE1, SG1 and HK1 regions for customers under contract with NTT Ltd. was terminated on March 31, 2022.

Note

For Wasabi object storage, please follow the maintenance policy of Wasabi hot cloud storage.
For details, please check the maintenance information on Wasabi hot cloud storage (https://status.wasabi.com/).
Red Hat OpenShift Platform follows the Red Hat OpenShift Platform maintenance policy. For details, please refer to the service manual of Red Hat OpenShift Platform.

Notification¶

Enterprise Cloud 2.0 has a function to notify you of service notifications, maintenance, malfunctions, etc.

The method, timing, and notification destination of various notifications are as follows.

Type	Impact range	Notification method	Notification timing	Notification destination
Notification of failure information	Communication impact (overall)	Portal site Email	As needed	・ Posting on the portal site ・ E-mail address of the registered contract representative user ・ Email address of the user who has access rights to the tenant
	Communication impact (individual)	Email	As needed	・ E-mail address of the registered contract representative user ・ Email address of the user who has access rights to the tenant
	Reference / operation by portal / API (no communication effect)	Portal site	As needed	・ Posting on the portal site
Notification of maintenance information	Communication impact (overall)	Portal site Email	2 weeks ago	・ Posting on the portal site ・ E-mail address of the registered contract representative user ・ Email address of the user who has access rights to the tenant
	Communication impact (individual)	Email	2 weeks ago	・ E-mail address of the registered contract representative user ・ Email address of the user who has access rights to the tenant
	Reference / operation by portal / API (no communication effect)	Portal site	2 weeks ago	・ Posting on the portal site
Notification by monitoring		Email	As needed	・ Email address registered individually by monitoring alarm
Notice		Email	As needed	・ E-mail address of registered user

Note

For Wasabi object storage, please follow the notification policy of Wasabi hot cloud storage.

Please refer to Wasabi Object Storage Service Manual for details.

Support

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