ProComputers Support Service Terms
1. Introduction
2. Initial Contact Procedure
3. Remote Support
4. Scope of Support Services
5. Language of Support
6. Response Time and Service Level
7. Severity Classification
8. Required Information for Support Requests
9. Eligibility for Support
10. Nature of the Support Service
11. Limitation of Responsibility
12. Upgrade and Patching Disclaimer
13. Copyright notice
14. Subscription and license information
15. Additional information
1. Introduction
Thank you for being a ProComputers customer.
This document describes the scope, conditions, and limitations of the support services provided in connection with ProComputers cloud images.
2. Initial Contact Procedure
For any issue related to images supplied by ProComputers, the customer must contact ProComputers Support as the first point of assistance.
All initial support requests must be submitted via email using the contact link referenced above.
Customers are not required to create an account on the support website in order to submit a request.
3. Remote Support
In complex situations where resolution cannot be achieved through standard email communication channels, ProComputers may provide remote assistance via Microsoft Teams video conferencing.
Such remote sessions:
- must be scheduled in advance
- are conducted at the discretion of the support engineer
- are limited strictly to issues within the defined support scope
4. Scope of Support Services
The purpose of the ProComputers support service is to assist customers in becoming operational when using ProComputers packaged images within the corresponding public cloud environment.
Support includes:
- deployment of virtual machines based on ProComputers images
- basic configuration required for operation in Amazon Web Services (AWS EC2) or Microsoft Azure
Support does not include:
- configuration or troubleshooting of additional software installed after deployment
- administration of customer applications or services
- support for components not required for the core functionality of the cloud virtual machine
Any assistance outside the defined scope may be provided solely on a best-effort basis, without obligation.
5. Language of Support
All official support services are provided in the English language only.
Customers may submit requests in other languages; however:
- requests may be automatically translated into English
- all official responses from ProComputers will be delivered in English
6. Response Time and Service Level
The official response time for support requests is within 24 hours.
Under normal operating conditions, the average initial response time is approximately 3 to 4 hours.
ProComputers does not provide emergency, real-time, or priority incident response services.
7. Severity Classification
Support requests are prioritized using four internal severity levels, which determine response handling and communication order.
Severity definitions and prioritization remain at the discretion of ProComputers.
8. Required Information for Support Requests
To enable timely troubleshooting, customers must include the following information when submitting a support request:
- the image version, obtained using:
cat /etc/procomputers-release - the instance type / virtual machine size
- the public cloud region where the VM is deployed
- the customer’s Azure Subscription ID or AWS Account ID
Failure to provide sufficient diagnostic information may result in delays or inability to provide assistance.
9. Eligibility for Support
Support services are provided exclusively to customers using official ProComputers public images distributed through:
Customers using modified, private, or third-party redistributed images are not eligible for support.
10. Nature of the Support Service
The ProComputers support service:
- is bundled with the ProComputers public cloud images
- cannot be purchased separately
- is provided as an auxiliary benefit to image usage
Accordingly:
- customer payments relate to image consumption and cloud usage
- no separate fee is charged specifically for support services
11. Limitation of Responsibility
Support is limited strictly to the scope defined in this document.
ProComputers shall bear no responsibility for:
- customer-installed software
- post-deployment configuration changes
- third-party integrations
- operational, security, or performance issues outside the default image environment
Any assistance provided beyond the defined scope is voluntary and without liability.
12. Upgrade and Patching Disclaimer
ProComputers provides cloud images in a secure and fully functional state at the time of publication. All operating system updates, patches, package upgrades, configuration changes, and maintenance actions performed after deployment are executed solely at the customer’s discretion and responsibility.
ProComputers does not control external software repositories, upstream distribution changes, third-party packages, or customer-initiated system modifications, and therefore cannot guarantee the outcome, compatibility, stability, or continued functionality of the virtual machine following any upgrade or patching operation.
Accordingly, ProComputers shall not be held liable for service interruptions, data loss, configuration drift, application failures, security issues, or any direct or indirect damages resulting from system updates, upgrades, or maintenance activities performed after deployment.
Customers are strongly advised to:
- create snapshots or backups prior to applying updates
- test upgrades in staging environments
By applying updates or modifications to the deployed image, the customer acknowledges and accepts full responsibility for the resulting system state and operational impact.
13. Copyright notice
Red Hat and CentOS are trademarks or registered trademarks of Red Hat, Inc. or its subsidiaries in the United States and other countries. ProComputers is not affiliated with, endorsed by or sponsored by Red Hat or the CentOS Project.
Microsoft, Windows, Windows Server, and the Windows logo are registered trademarks of Microsoft Corporation in the United States and other countries. ProComputers is not affiliated with, endorsed by or sponsored by Microsoft Corporation.
All other trademarks are the property of their respective owners.
ProComputers is a proud sponsor of the AlmaLinux OS Foundation and the Rocky Enterprise Software Foundation.
14. Subscription and license information
All ProComputers packaged Red Hat Enterprise Linux images are integrated with Red Hat Update Infrastructure (RHUI) in all corresponding public cloud regions. This gives users the possibility to install new RPM packages and get regular security updates without purchasing a separate RHEL subscription.
Required Microsoft Windows Server license is bundled with the Amazon EC2 instances, and paid as you go with no upfront cost or long-term investments.
15. Additional information
To see all the public cloud images released by ProComputers, please browse our listing on either Microsoft Azure Marketplace or AWS Marketplace.