Why choose Canonical for open source support
One support vendor for everything open source
Peace of mind with experts
by your side 24/7
Available everywhere, from the public cloud to devices
Trusted by professionals
Hands-on support and knowledge transfer on top of our 10-year security maintenance commitment with Ubuntu Pro + Support.
Learn the difference between security maintenance and support ›
Full access to our Knowledge Base
Expand your team's expertise with our Knowledge Base, a database comprising articles on troubleshooting open source software, based on our 20 years of experience.
Get assistance in the event of an incident, diagnosing and resolving technical problems that impact your system's stability, performance, or security. Our experts will provide timely solutions to minimise downtime and ensure smooth operations.
Get reported software bugs fixed quickly. Our team acts as a bridge between your organisation and the upstream package maintainers. We speed up the resolution of business-critical problems when the upstream schedule lags.
Enterprise-grade support on top of your Ubuntu LTS
10 years of coverage for 25,000+ packages
Add phone and ticket support on top of Ubuntu Pro
Build with confidence with 24/7/365 phone and ticket support. Get prompt help when something breaks on more than 25,000 packages in the Ubuntu Main and Universe repositories, including the most widely used open source applications and toolchains.
Benefit from the collective knowledge of our team, based on our 20 years of experience building and sustaining open source software.
Peace of mind for your infrastructure
60% of IT managers reported an outage in the last three years.*
Minimise downtime and speed up remediation for your IT infrastructure in case of incidents, with experts available 24/7/365.
Enjoy peace of mind with guaranteed service level agreements and fully committed support on popular infrastructure tools, including:
* Based on Uptime Institute's 2023 outage analysis
Also running workloads on top of your infrastructure? Get full stack support for 25,000+ packages and all of Canonical's applications, no matter the packaging format.
Snaps: containerised software packages
Whether you're running on a desktop, server or on IoT devices, ensure full integration, security and interoperability of your workloads with snaps. Get full stack support for all Canonical-maintained snaps published on the Snap Store.
Charms: Juju-based software operators
Revolutionise the speed and quality of software operations in distributed systems with Juju, an open source orchestration engine for software operators that enables the deployment, integration and lifecycle management of applications at any scale, on any infrastructure.
Get full support on all Canonical maintained Charms, the operators that encapsulate business logic in reusable software packages that automate every aspect of an application's life.
Popular use cases for Canonical support
Fully supported data fabric
Simplify operations and focus on innovation with fully-supported enterprise data fabric solutions from Canonical, including Spark, Kafka®, MongoDB and OpenSearch, as well as MySQL and PostgreSQL. Get the predictable pricing you need to scale your projects, backed by expert support.
Modular MLOps platforms
Rely on secure and supported leading open source tools like Kubeflow and MLFlow as part of Canonical MLOps to scale your AI initiatives and move from experimentation to production. Benefit from a modular solution to develop and deploy machine learning projects.
Let our team handle the maintenance and back up your team with any unexpected events.
Cost-effective private and hybrid cloud
Rely on Canonical's Charmed OpenStack to build a cost-effective hybrid multi-cloud infrastructure with the peace of mind of experts on your side.
Want to deploy your clouds in minutes, with just a simple command? Check out Canonical's Microcloud, the low-touch cloud solution, optimized for easy and repeatable deployments.
Service Level Agreements
|Hours of coverage
|Support portal, including Knowledge Base, phone, and ticket
|Support portal, including Knowledge Base, phone, and ticket
|Number of cases allowed
|Response times by severity level
|Severity 1 - Production service down, critically affecting core functionality in a production environment.
|Severity 2 - Core functionality severely degraded in a production environment.
|8 business hours
|Severity 3 - Issues have a medium to low impact in a production environment.
|12 business hours
|Severity 4 - Non-urgent requests with low to no impact on production environments.
|24 business hours
- Included with any Ubuntu Pro subscription
- 24/5 support is intended for Severity 1 issues. Standard business hours are defined as Monday to Friday from 8:00 AM to 6:00 PM at the location of your organization’s headquarters. Weekends and holidays are excluded.
- 24/7/365 support is intended for Severity 1 issues. We will work with you until the issue is solved or mitigated with a workaround. As soon as the service or the core functionality is available in production, we will adjust the severity level accordingly. We assume that you will be reachable throughout the process as the functionality is restored.
Professional support services
A Dedicated Support Engineer or Dedicated Technical Account Manager will be by your side, either remotely or on-site. They will be your go-to expert, your first and last point of contact for all your support enquiries and escalations, delivering tailored guidance for your unique platform and configuration needs.
Already in control of your operational support and focused on quick bug fixes? Take the direct route to the Canonical engineering team, a global team of community members with years of experience in sustaining and bug fixing open source software. They will bridge the gap between your team and the upstream open source community.
Still running Ubuntu 14.04 and need time to migrate to a newer version?
Ensure the stability of your platform by getting assistance directly from Canonical and get the time you need to migrate to the newer version.
Upgrade to managed services
Get enhanced guidance from Canonical engineers when facing critical issues with Firefighting Support, or choose our fully managed solutions and allow us to operate your environments from set-up to production.
Our managed offering covers the entire infrastructure layer (MAAS, Ceph, OpenStack, MicroCloud, LXD, Kubernetes), as well as an extensive collection of applications (Kafka®, Kubeflow, Grafana, PostgreSQL, and many others).
Education, research and academia
Canonical offers Ubuntu Pro + Support at a discount for approved institutions, such as schools, research and academia.