[simoncion]

> I wouldn't call that a 24/7 SLA.

You asked for an Enterprise SLA. Not all Enterprise SLAs are 24/7. IM(Professional)E, most are not 24/7.

> What's a business day?

From the FAQ on the page linked to by guerby:

  What are the business days/hours for support?
  Ticket support provided by the Proxmox Enterprise support team is available on Austrian business days (CET/CEST timezone) for all Basic, Standard, or Premium subscribers, please see all details in the Subscription Agreement.
  For different timezones, contact one of our qualified Proxmox resellers who will be able to offer you help with Proxmox solutions in your timezone and your local language.

Check out the actual FAQ entry to chase down the links embedded in those words that I'm too lazy to try to reproduce.

[INTPenis]

I should have been more clear then, definitely 24/7 SLA is what Proxmox needs to break into the enterprise sector I have experience with.

It's kind of frustrating because it's such a tiny detail that could make them a real contender in this new power vacuum.

[simoncion]

> ...definitely [a] 24/7 SLA is what Proxmox needs to break into the enterprise sector I have experience with.

Well, their FAQ says:

  For different timezones, contact one of our qualified Proxmox resellers who will be able to offer you help with Proxmox solutions in your timezone and your local language.

Consulting the list of resellers that that page links to finds one that blatantly advertises 24x7 support, and it's likely that others will offer it if asked. See [0].

[0] <https://news.ycombinator.com/item?id=45637767>

[INTPenis]

That's excellent. The info a bit buried, and the lack of it front and center probably scares away a lot of clients.

Proxmox needs to better their reputation right now if they're going to be counted as a contender, and burying the fact that you can have 24/7 SLA is not a good way of improving that reputation of being mostly for the homebrew crowd.

[simoncion]

> The info [is] a bit buried...

No. It took me less than 60 seconds to find it.

> ...the lack of it front and center probably scares away a lot of clients.

I've done on-call enterprise support for the products that I and the folks I worked with maintained and extended. We were whatever tier "the folks who work on the product" is. [0]

I can pretty authoritatively tell you that the folks who are scared away by a 60->120 second search to answer the question "It looks like this one vendor doesn't offer 24/7 support, but they do offer a list of certified support vendors. Do one or more of the vendors they certify to provide support and training provide 24/7 support?" are the sort of folks you rather don't want as customers.

[0] Tier 2? Tier 3? Who knows?

[tw04]

> You asked for an Enterprise SLA. Not all Enterprise SLAs are 24/7. IM(Professional)E, most are not 24/7.

Any serious enterprise software or hardware company absolutely has a 24/7 support option. They all have a base option that is not 24/7 for a significantly lower price.

There’s no way you’re replacing VMware in any company of any size without 24/7 support.

[technion]

Microsoft seems perfectly capable of advertising 24/7 support whilst never managing to call back within 24 hours on business crippling sev1 tickets. Just look at how often someone on /r/sysadmin is shocked to find this is the norm.

I know thst youre right about the wording turning off orgs but I do wonder when the biggest enterprise organisation can barely offer it in practice what really is the show stopper for business.

[Spooky23]

They suck balls.

The trap is you need Microsoft support training & strategy. If you buy unified and open a sev a, they just fuck around and assign an engineer from Antartica who works from 3AM-6:20AM Mongolian time, then reassign at 6:19AM to dude in Japan to reset their 2 hour SLA for the incident manager. In general, if you are big, you're better off buying Premier from a partner, and declaring a crit sit. Many issues are fixable by less dumb third party L2 techs, and you can leverage the partner's juice with Microsoft to get somebody. You have the ability to inflict real pain on the reseller, but all Microsoft will do for a strategic customer is send some VP of something to apologize profusely at great length and suggest the more staff meet with your TAM/CSM so they can get a dramatic reading of a powerpoint. Companies like this only understand pain, so you need leverage.

Microsoft is uniquely bad at this type of stuff. Anyone committing serious infrastructure where bad things are gonna happen when it goes down is insane for using HyperV. But you're also insane expecting a small reseller of some small company to pull your chestnuts out of the fire.

[kaliszad]

Anyone who is really committed to their infrastructure will not build it on top of highly proprietary stuff where you have 0 visibility into what's actually happening so you can only hope that somebody fixes it sustainably, in a reasonable time frame and permanently.

With open source, if you have the right people, you can find/ bisect down to the commit and function where the problem is exactly, which speeds up the remedy immensely. We have done such a thing with backup restores from the Proxmox Backup Server. The patches are now in Proxmox VE 9.0 because the low hanging fruit problem was actually with the client code not the Proxmox Backup Server.

[hdgvhicv]

It’s not about the support. It’s about the blame shifting. The CTO has a piece of paper which means he’s no longer accountable. Gartner says they are good, the occasional sales lunches are expensive, and the golf game can continue.

[tw04]

> what really is the show stopper for business.

The show stopper is explaining to your CEO that you don’t have 24/7 support on a piece of software that’s core to the business.

You can explain away horrible 24/7 support and keep your job. Not so much if you buy something that doesn’t even offer it and you have a hard outage at 5pm on a Friday.

[simoncion]

I can second technion's observations about Microsoft's "24/7" support SLA.

Anyway, as the FAQ answer that I quoted mentions, there are plenty of qualified Proxmox resellers who offer support for folks who are dissatisfied with what is offered by Proxmox Server Solutions GmbH. One reseller explicitly advertises 24x7 support [0]. I expect others would offer 24x7 support if you asked, but don't see the need to advertise it up-front.

[0] <https://www.proxmox.com/en/partners/find-partner/all/partner...>

[generic92034]

Formally, yes, they are 24/7. However, getting the expert you really need to solve the issue, that can be much harder on weekends. Sometimes it only amounts to handholding till Monday.