Terms and Conditions

Support elements can be added to any marked item within the BASIC, PREMIUM and ENTERPRISE levels to meet your individual needs. Simply contact our local partners for an individual quote.

Service hours are valid in your time zone. Please contact your local partners for details.

Response until the end of the next business day in your time zone.

Response Times

Basic is 8h on level 3 issues. Other issues have NBD.

Premium is 4h on level 3 issues. Level 2 has 8h and level 1 is NBD

Enterprise is 2h on level 3 issues. Level 2 has 4h and level 1 is NBD

Support Elements

At Icinga we understand that each business is different, so our BASIC, PREMIUM and ENTERPRISE plans can be extended. More details about the supported operating systems could be found in our support matrix.

Number of Icinga 2 Servers

The number of supported Icinga installations varies per support plan, but can be increase upon request. An Icinga server is defined here to include both satellite and centrally controlled Icinga server installations.

Support for Official Icinga Modules

Icinga is highly extensible. We support all official Icinga Modules. Please see icinga.com/subscription for details and listings of the supported addons.

Support for Integrations

There are more than 200 Icinga add-ons available, developed by the Icinga community. Support for any of these add-ons is offered to BASIC plan clients and higher where compatible with Icinga 2.

Other integrated Open Source tools like Puppet, Ansible, Elasticsearch, Graylog, MySQL, MariaDB etc. are not supported in this support plan.

Examples: The Icinga 2 Puppet Module is included; your Puppet environment is not included in the Icinga support plan. The IDO database schema is included, your MySQL/MariaDB/PostgreSQL setup is not included. Please ask your local partner for additional support options to cover these Open Source tools.

24×7 Cases/Year

ENTERPRISE support contracts include 24 support cases per year. Additional cases can be purchased on demand.

Support from Icinga

Our partners provide the support from Level 1-3. Please see their support terms for details. Icinga backs them with comprehensive knowledge and development experience on Level 3 issues if necessary.

Severity Level Definitions