Expert Support Services
Your needs are our needs; we are your team.
The CIQ support staff can extend your team to provide the best-in-class escalation help to ensure that you always have access to the answers you need, whenever you need it.
Whatever keeps your IT staff up at night, we want to help!
Full Lifecycle Support from CIQ
Migration Support
We've streamlined the migration path from CentOS Stream, CentOS, Alma Linux, RHEL, or Oracle Linux to Rocky Linux. Let the CIQ experts help you migrate to Rocky Linux for long-term stability.
Enterprise Support
CIQ offers enterprise and escalation support for Rocky Linux, allowing users to adopt the fastest-growing enterprise Linux with the confidence of being backed by industry-leading experts.
Long-Term Support
CIQ's LTS is designed for organizations who want to remain on a previous minor release of Rocky Linux (like 8.6), which is no longer supported by the public project. CIQ staff will continue backporting security and bug fixes into the supported minor releases for a period of time, after the public project has retired that minor release.
Supporting Your Infrastructure
Also support for traditional HPC and migration from other Linux distributions.
| CIQ Support Offerings | Standard | Advanced | Premium | |||
|---|---|---|---|---|---|---|
| Hours of Coverage | Standard Business Day 9am - 5pm PT | Everyday 6am – 6pm local time | 24x7 | |||
| Support Channels | Tickets / Email | Shared Screen, Phone, Tickets, Email & Chat | Shared Screen, Phone, Tickets, Email & Chat | |||
| Number of Cases (Severity 1 Tickets) | 1 simultaneous Ticket per Entitlement | 2 simultaneous Tickets per Entitlement | 2 simultaneous Tickets per Entitlement | |||
| Escalation Efforts | User System Administration Security Escalation |
User System Administration Security Escalation Named Point of Contact Security Engineering Development Escalation |
User System Administration Security Escalation Named Point of Contact Security Engineering Development Escalation Assigned Technical Account Manager 3rd Party Application Support |
|||
| Support by the Person/Entitlement | Unlimited Nodes, Containers, Virtual Machines | Unlimited Nodes, Containers, Virtual Machines | Unlimited Nodes, Containers, Virtual Machines | |||
| Support by the Node | 100 Nodes = 1 Entitlement | 100 Nodes = 1 Entitlement | Not Available | |||
| Response Times | Initial Response | Ongoing Response | Initial Response | Ongoing Response | Initial Response | Ongoing Response |
| Severity 1 | 1 Business Hour | 1 Business Hour | 30 Minutes | 1 Hour | 15 Minutes | 30 Minutes |
| Severity 2 | 6 Business Hours | 6 Business Hours | 2 Hours | 2 Hours or Agreed | 30 Minutes | 1 Hour or Agreed |
| Severity 3 | 6 Business Hours | 1 Business Day | 2 Hours | 1 Day or Agreed | 45 Minutes | 6 Hours or Agreed |
| Severity 4 | 6 Business Hours | 1 Business Day | 2 Hours | 1 Day or Agreed | 1 Hour | 12 Hours or Agreed |
Why CIQ
Unmatched Experience
Direct from the creators
Cost
Efficiency
Tailored
support
Frequently Asked Questions
What is included in Rocky Linux enterprise-level escalation support?
Enterprise-level escalation support from Rocky Linux includes security updates, bug fixes, long-term support, and technical support.
How long is the support cycle for Rocky Linux?
The support cycle for Rocky Linux is 10 years after each release.
Is extended or long-term support available for Rocky Linux?
Yes, CIQ offers Rocky Linux Long Term Support (“LTS”). Subscribed customers who value stability can remain on their desired release longer, while still enjoying minor security and bugfix updates to their packages. CIQ supports non-zero, even-numbered point releases (8.6, 8.8, 9.2, 9.4, etc.) with its LTS offerings. LTS support lasts for 18 months after the release is retired from the public project. For example, Rocky 8.6 was retired in November 2022. CIQ’s LTS-8.6 support will last 18 months from that, or May 2024.
Is there a cost for Rocky Linux community support?
No, Rocky Linux is open source software and community support is provided at no cost.
Who provides escalation support for Rocky Linux?
Enterprise-level escalation support for Rocky Linux is provided by CIQ, which has experts available who can help you advance your mission.
What is CIQ’s response time for technical support requests?
The response time for technical support requests varies, depending on whether the customer has signed up for standard or advanced support. However, the Rocky Linux support team is committed to providing timely and effective support for all its customers.