Support of Baremetal Server Menu

Purpose of this Section

This section guides Customers along the service specification on the support of Baremetal Server menu.

Support Coverage

※Y: Covered in this menu N: Need to be covered by customer

Item

   

Baremetal Server Menu Operations

Baremetal Server

Application

  N
 

OS / Hyper Visor

Official Image Templates

[1]
 

Firmware such as UEFI/IPMI

  Y [2]
 

Hardware

  Y

Remote Console Access

Network provided by NTT Com
(SSL VPN router / Network connect with IPMI of Baremetal server)
  Y
 

SSL VPN Client Software

  N
[1]

*Support coverage may be different by the template. For more detail, please refer to the Service Description on OS.

[2]
Support for inquiry related to firmware.
Updating firmware should be done by customer. NTT Com will not execute this operation.


Troubleshooting

Baremetal Server

Troubleshooting Policy

If failure occurred in Customers’ Baremetal Server, a notification of failure occurrence and communication on troubleshooting schedule will be made to Customers by email, after the failure detection by NTT Com.
When the failure happens, Baremetal Server menu provides parts replacement for troubleshooting. NTT Com does not replace the chassis of Baremetal Server.
Depending on the parts of Baremetal Server, NTT Com provides following three types of troubleshooting operation:

1.Hotswap
NTT Com will carry out troubleshooting work (replacement of failed parts or components) while Customers continue their operation on the Baremetal Server. NTT Com will notify the replacement schedule in advance to Customers.
Customers cannot adjust the schedule of this replacement. Troubleshooting will be completed after NTT Com confirm the Baremetal Server works correctly with Monitoring menu. After the troubleshooting, NTT Com sends the completion notice to Customers.

2.Coldswap
NTT Com will carry out troubleshooting work (replacement of failed parts or components) of Baremetal Server after Customers shut down (power off) the Baremetal Server.
(If the Power off can not be done from the OS, the power off operation has to be done by the customer, such as power-off via IPMI, etc.)
NTT Com will notify the troubleshooting schedule in advance to Customers. Customers are required to choose the date for trouble shooting from the proposed dates by this menu.
In case NTT Com can confirm the Baremetal Server works correctly with Monitoring menu, troubleshooting is completed after the confirmation by NTT Com.
In case NTT Com canmot confirm the Baremetal Server works correctly with Monitoring menu, troubleshooting is completed after the confirmation by Customers. NTT Com will contact to them for the confirmation.
After the troubleshooting, NTT Com sends the completion notice to Customers.

3.Immediate exchange
NTT Com will carry out troubleshooting work immediately when NTT Com confirms the Baremetal Server has been shut down (powered off) due to its failure. NTT Com will notify the troubleshooting schedule in advance to Customers.
Customers cannot adjust the troubleshooting schedule. In case NTT Com can confirm the Baremetal Server works correctly with Monitoring menu, troubleshooting is completed after the confirmation by NTT Com.
In case NTT Com canmot confirm the Baremetal Server works correctly with Monitoring menu, troubleshooting is completed after the confirmation by Customers. NTT Com will contact to them for the confirmation.
After the troubleshooting, NTT Com sends the completion notice to Customers.


Policy and List of Hot / Cold Swap per Failed Parts

1.Policy

Item

Hot Swap

Cold Swap

Immediate Replacement

Replacement Schedule Notification to Customers

Performed

Performed

Performed

Adustment of Replacement Schedule(Choose from the proposed dates)

Not Performed

Performed

Not Performed

Health Check(Detectable with Monitoring Menu)

Completed after the confirmation by NTT Com.

Completed after the confirmation by NTT Com.

Completed after the confirmation by NTT Com.

Health Check(Undetectable with Monitoring Menu)

N/A

Completed after the confirmation by Customers.

Completed after the confirmation by Customers.

Completion Notice after Troubleshooting

Performed

Performed

Performed


2. List of Active exchange / non-active exchange of each failure Parts
Hardware
・General Purpose 1 / General Purpose 2 / General Purpose 3 / Workload Optimized 1

Parts

Hot Swap

Cold Swap

Immediate Replacement

Motherboard

N/A

Y

Y

CPU N/A

Y

Y

Memory

N/A

Y

Y

RAID Controller

N/A

Y

Y

HDD / SSD

[1]

Y

Y

NIC N/A

Y

Y

FAN

Y

N/A

Y

Power Source(Dual)

N/A

Y

Y

Power Source(Single)

Y

N/A

Y


[1] Hot swap is possible only in JP1 / JP2 region.


Workload Optimized 2

Parts

Hot Swap

Cold Swap

Immediate Replacement

Motherboard

N/A

Y

Y

CPU N/A

Y

Y

Memory

N/A

Y

Y

RAID Controller

N/A

Y

Y

HDD N/A

Y

Y

NIC N/A

Y

Y

FAN N/A

Y

Y

Power Source(Dual)

N/A

Y

Y

Power Source(Single)

Y

N/A

Y


Software

Parts

Hot Swap

Cold Swap

Immediate Replacement

Firmware (IMM, UEFI, NIC, RAID controller)

N/A

Y(Particular version designated by this menu.)

Y(Particular version designated by this menu.)


Available Data Centers for Hot Swap

Hot swap is possible at the sites below. (As of August, 2018)


Region

General Purpose 1 v1 General Purpose 2 v1 General Purpose 3 v1 Workload Optimized 1 v1 Workload Optimized 2 v1 General Purpose 1 v2 General Purpose 2 v2 General Purpose 3 v2 Workload Optimized 1 v2
JP1

Y

Y

Y

Y

Y

N/A N/A N/A N/A
JP2

Y

Y

Y

Y

Y

N/A N/A N/A N/A
JP4 N/A N/A N/A N/A N/A N/A

Y

Y

N/A
JP5 N/A N/A N/A N/A N/A

Y

Y

Y

N/A
UK1 N/A N/A N/A N/A

Y

N/A N/A N/A N/A
US1 N/A N/A N/A N/A

Y

N/A N/A N/A N/A
FR1 N/A N/A N/A N/A N/A N/A N/A N/A N/A
SG1

Y

Y

Y

Y

Y

N/A N/A N/A N/A
DE1

Y

Y

Y

Y

N/A N/A N/A N/A N/A
HK1 N/A N/A N/A N/A N/A N/A N/A N/A N/A
AU1

Y

Y

Y

Y

N/A N/A N/A N/A N/A

Troubleshooting Flow of Baremetal Server

Hot swap and cold swap have different troubleshooting flows respectively.

故障対応フロー


Remote Console Access

Troubleshooting Policy

Once the failure is detected, NTT Com will swiftly troubleshoot the Remote Console Access SSL VPN. NTT Com will notify the troubleshooting schedule in advance to Customers. After the troubleshooting is finished, NTT Com sends the completion notice to Customers.
In addition, since a single configuration exists between IPMI and the opposite switch, it may take approximately 24 hours if a failure occurs in the section.

Troubleshooting Flow of Baremetal Server

故障対応フロー


Disclosures

Product Lifecycle Policy

For hardware and public software that is provided by the Baremetal Server menu, the information of the End of Marketing / End of Support / End of Life will be disclosed.
Based on this information, Customers are advised to make a migration plan of their Baremetal Servers and related systems.
This information is subject to change without any notification to customers.
Definition
End of Marketing (EOM) :Schedule in which the new sales of the menu stop.
End of Sales : Stop selling
End of Life : End of its support

Note

Baremetal Server menu does not provide any upgrade / migration services to next-generation Baremetal Server hardware or Official Image Templates. Customers are advised to consider the upgrade / migration plan at their cost and risk by referring to the following information.



Software

Official Template

Template Name

End of Marketing End of Support

Source Link

Red Hat Enterprise Linux server 7.1, 7.3 N/A 12 / 31 / 2020 https://access.RedHat.com/support/policy/updates/errata#Life_Cycle_Dates
Windows Server 2012R2 Standard Edition N/A 10 / 10 / 2023 https://support.microsoft.com/en-us/lifecycle
Windows Server 2012R2 Datacenter Edition N/A 10 / 10 / 2023 https://support.microsoft.com/en-us/lifecycle
Windows Server 2016 Standard Edition N/A 1 / 11 / 2027 https://support.microsoft.com/en-us/lifecycle
Windows Server 2016 Datacenter Edition N/A 1 / 11 / 2027 https://support.microsoft.com/en-us/lifecycle
VMware ESXi 5.5u3a for BYOL   9 / 19 / 2020 http://www.vmware.com/files/pdf/support/Product-Lifecycle-Matrix.pdf


Hardware

Flavor Name

End of Marketing End of Sale End of Life
General Purpose 1 v1 12 / 2017 N/A N/A
General Purpose 1 v2 N/A N/A N/A
General Purpose 2 v1 12 / 2017 N/A N/A
General Purpose 2 v2 N/A N/A N/A
General Purpose 3 v1 12 / 2017 N/A N/A
General Purpose 3 v2 N/A N/A N/A
Workload Optimized 1 v1 12 / 2017 N/A N/A
Workload Optimized 1 v2 8 / 2019 N/A N/A
Workload Optimized 2 8 / 2019 N/A 8 / 2021
General Purpose 1 v2 / General Purpose 2 v2 / General Purpose 3 v2 / Workload Optimized 1 v2 End of Marketing has not been decided.
End of Life is five years after End of Marketing. (Note: This does not apply to Workload Optimized 2v1)
Until the End of Life, customers can receive support on the Baremetal Server Menu.