I would like to achieve shorter downtime this year when dealing with my server issues, considering to buy support for several of my servers in Ubuntu Advantage service, I know I may contact Canonical sales with my question using contact information on official website, but I am asking this community, because I would prefer to read about experience from real customers first.
The official website information says:
The Support and Technical Services team provides around-the-clock coverage for Ubuntu deployments all over the world. Telephone support gives you access to engineers with first-hand experience of your issues, while the online portal lets you track the progress of cases in real time.
Best source I have found: http://www.ubuntu.com/legal/ubuntu-advantage/service-description, actually describes some scope of support and helps a little, but still is not explanatory enough to answer my questions.
Those of you who actually are customers of Canonical and have Ubuntu Advantage 24/7 support first hand experience, can you please explain how their support works?
- What exactly is the scope of the 24/7 support, what am I paying for?
- Is the support team going to help me with my server related problem over the phone real time or how long is the usual response time?
- Does it include support for applications like LAMP Stack, Bind9, Postfix, and other commonly used server applications?
- Does it include support for stuff like hardware issues, RAID troubleshooting, performance and configuration issues?
- Yes or No answer, so it is not very opinion based: Were you satisfied with support, did the support team help you solve your problems?
- Do you get a phone number in Europe for European customers or Skype, so my phone bill is less than the support fee?
- Any other observations and factual information and fist hand experience is welcome.
This question is broad, I know, but I do not want to ask every piece of this question separately, because these questions and possible answers belong together. I checked for duplicate questions already asked on this topic, similar questions do not ask the same thing I am asking here.