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.

Known events

Introducing currently known problems and workarounds.

Failure / maintenance information

You can check the planned maintenance information and failure information.

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.

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)
FR1 (France)

Thursday 06:00 –14:00 (JST)
Thursday 05:00 –13:00 (JST)

Wednesday 22:00 –06: 00 (BST)
Wednesday 22:00 –06: 00 (CEST)

Group 2-b

DE1 (Germany)
US1 (USA)

Monday 05:00 –13:00 (JST)
Monday 11:00 –19:00 (JST)

Sunday 22:00 –06: 00 (CEST)
Sunday 22:00 –06: 00 (EDT)

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

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.