Thank you for being a ProComputers customer. Please find below details about the support service provided by ProComputers.
Initial Contact:
For any issue with images provided by ProComputers, please contact ProComputers Support. The initial support request must always be made through email by clicking the previous contact link.
There is no need to create an account on this site, just write us an email as instructed in this article.
Remote Support:
In certain complex cases, a Microsoft Teams video conferencing tool might be used for remote support, which must be scheduled in advance with the support engineer.
Scope of Support:
The aim of the support service is to get customers up and running when using ProComputers packaged images in the corresponding public cloud, and includes the deployment and basic configuration of virtual machines in either AWS EC2 and Microsoft Azure.
The support service does not include the configuration of any additional software package installed on top of the default image. Any service that is not required for the basic functionality of the virtual machine in the cloud environment is not included as well, and therefore is supported on the best effort basis.
The support service is provided using the English language only. You may submit your support request in a different language; however the support engineer will see an automated English translation of your request. All responses will be provided in English.
Response Time:
The official support response time is 24h. In average we provide a first email response within 3-4 hours. ProComputers does not offer emergency support services!
Severity Levels:
ProComputers uses 4 severity levels in order to prioritize responses and actions.
Required Information:
In order to solve your support requests in a timely manner, please include with the detailed problem description the following info as well:
- the version of the image you are using (output of
cat /etc/procomputers-releasecommand); - the instance type (also known as the vm size) of your virtual machine;
- the public cloud region where the virtual machine is running;
- your Azure Subscription ID or AWS Account ID.
Important Notes:
- The support service is provided only to customers that are using our public images available in Microsoft Azure Marketplace or AWS Marketplace.
- The support service is bundled together with all our images publicly available in Microsoft Azure Marketplace and AWS Marketplace, and cannot be separated.
- The support service is an add on to the image itself and what customer pays is the actual image usage, and not the the support service.
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.
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.
Additional information:
To see all the public cloud images released by ProComputers, please browse our listing on either Microsoft Azure Marketplace or AWS Marketplace.