[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.