Frequently Asked Questions

So you want to know more about Live Patching, Extended Lifecycle Support and Linux Support Services? We got you covered. These are the questions we most often receive related to those products and services.

TuxCare FAQ

What does TuxCare do?

TuxCare is a service that helps organizations take care of support, maintenance and security of Enterprise Linux systems.
The portfolio of TuxCare services include:

  • KernelCare Enterprise - live patching for Linux kernels. A subscription with out-of-the-box integration with automation tools & vulnerability scanners, priority support, and a separate ePortal server. It is specially tailored for larger server fleets.
  • LibraryCare - Live patching for shared libraries.
  • KernelCare IoT - live patching for Linux kernels on ARM 64. KernelCare for IoT protects devices with on-the-fly kernel updates. The pricing is custom-based and only provided after a POC stage.
  • QEMUCare - live patching for QEMU virtualization (available in Q2 2021)
  • DBCare - live patching for MySQL, MariaDB and PostgreSQL (available in Q3 2021)
  • Extended Lifecycle Support Services - Patches and updates for all Enterprise Linux components & 24/7 incident support. Available for CentOS 6, Oracle Linux 6, Ubuntu 16, Debian 9.
  • Linux Support Services - Patches and updates for all Enterprise Linux components & 24/7 incident support. Available for AlmaLinux 8, CentOS 7 and Oracle Linux 7.

How can I test-drive TuxCare?

TuxCare doesn't have a services trial available, but we do individual POCs for Enterprise companies. A 30-day money-back guarantee is available for all subscriptions.

What subscription does TuxCare offer?

You can subscribe to a monthly or annual subscription for most of the TuxCare services. However, Linux Support Services are only available with an annual subscription. Product OEM support for AlmaLinux OS 8 requires a 2-year minimum subscription. You can find details about the TuxCare subscription packages on this page.

Do I need to pay for the setup of TuxCare services?

Most of TuxCare services are easy to install and configure, but if you need help with installation or setting up the patch management or vulnerability management tools - we are here to help. No additional charge - your affordably-priced subscription includes such assistance.

Can I get a discount?

Any annual subscription is available with a 10% discount. Besides, volume discounts are provided on 1K, 5K and 10K+ license tiers, and limited-time offers are available when you buy several services in a bundle. Contact the TuxCare team to get a customized quote for your business.

How much does TuxCare cost?

The pricing of Extended Lifecycle Support services starts at $4.50 per system per month, live patching services from $3.95 per system per month. An annual subscription is available with a discount. Volume discounts are provided on 1K, 5K and 10K+ license tiers, and limited-time offers are available when you buy several services in a bundle. You can find details about the TuxCare pricing on this page.

How can I subscribe to TuxCare?

For Enterprise teams, we recommend scheduling a demo with TuxCare experts. They will collect the organization's system requirements, assist with TuxCare services' set up, and ensure you get the best price quote. If your systems are running behind the firewall - contacting sales is the only option because using TuxCare will require an ePortal secure patch server setup.

What payment methods are available?

You can pay for a TuxCare subscription with Credit Card, Paypal or Bank Wire.

Do I have to sign a long-term contract with TuxCare?

Only Linux Support Services by TuxCare require a yearly commitment which comes with a significant discount. You can choose a monthly or yearly subscription when you buy Live Patching and Extended Lifecycle Support services from TuxCare.

When does the billing cycle start?

Billing will start the month after usage of service begins.

Live Patching FAQ

What does Live Patching Services do?

TuxCare Live patching services provide automated security updates to Linux kernel, shared libraries, virtualizations, databases and ARM64-based devices, alleviating the need to reboot the systems.

That sounds great but is this a headache to manage and orchestrate?

TuxCare live Patching services installed with a single command, and works in a completely automated way. You can monitor its execution through its integration with standard monitoring tools.

How can I test-drive TuxCare Live Patching Services?

TuxCare doesn't have a services trial available, but we do individual POCs for Enterprise companies. A 30-day money-back guarantee is available for all subscriptions. Contact the TuxCare team for more information.

How can I buy TuxCare Live Patching Services?

Right now we sell TuxCare services on an individual basis. Please write to [email protected] or schedule a meeting with the TuxCare team on the contact page.

Where can I find Terms of Service for TuxCare Live Patching Services?

What do you mean by "no reboot or service restart" needed?

Live patching technology means that the faulty or vulnerable code gets corrected while it is resident in memory, during software execution. This means that an instance of the kernel (in the case of KernelCare Enterprise), or a shared library (in the case of LibraryCare), gets the corrected behaviour as it is running rather than only after the code is unloaded and loaded again. This means that you don't have to stop the system and restart it (when the affected code is part of the kernel) or stop and start the service to pick up the fixed code. No downtime for your end-users or computing load.

How long until the patches are delivered to a system running TuxCare Live Patching Services?

Patches are tested and delivered usually within 1-2 days of release by the vendors. They undergo a thorough testing phase where compliance and functionality are evaluated so that you can be sure that they are working as intended. In case you're not satisfied with a specific patch, it can be easily removed.

How much do TuxCare Live Patching Services cost?

Prices start at $3.95 per month per Operating System Image for KernelCare Enterprise Subscription. You can find details on the TuxCare pricing page.

How can I manage my TuxCare Live Patching licenses?

You can manage your licenses through TuxCare Network at cln.cloudlinux.com. When you created your account, an email with the login credentials was sent to your email address. If you are having difficulties logging in, please contact us at [email protected]

Extended Lifecycle Support services FAQ

What exactly is covered by the Extended Lifecycle Support services?

Extended Lifecycle Support services provide updated security patches for the kernel, common shared libraries like glibc, openssh, openssl, and zlib. httpd, mysql, php. Userspace packages will also be supported. Other supported packages include: acl, acpid, at, attr, audit, authconfig, basesystem, bash, bc, blktrace, bridge-utils, busybox, bzip2, crash, cyrus-imapd, cyrus-sasl, db4-utils, device-mapper, dhclient, dhcpv6, dmidecode, dos2unix, dovecot, ed, gcc, gd, gdb, glib2, groff, info, Iptstate, logrotate, lslk, lvm2, makedev, nfs4-acl-tools, nfs-utils, nspr, ntp, opensp, pam, perl, procmail, procps, python, rcs, rds-tools, rhnlib, rsync, rsyslog, setroubleshoot, setserial, setup, sos, stunnel, tzdata, vim, wget, yum-metadata-parser, yum-rhn-plugin

What distributions are supported?

Currently supporting CentOS 6, Oracle Linux 6, Ubuntu 16 and Debian 9. If you have a specific use-case for a distribution that is not yet supported, get in touch with us, we would love to hear from you and help you keep your systems running smoothly and safely

How is Extended Lifecycle Support from CloudLinux implemented?

Applying CloudLinux Extended Lifecycle Support requires running a single command that changes the location of key repositories. Full implementation instructions will be provided when servers are registered with CloudLinux.

How much does Extended Lifecycle Support from TuxCare cost?

The pricing starts from $4.25 per Operating System Image (OSI) a month with a 10% discount if you opt for an annual subscription. Larger volume discounts start in 1k+, 5k+ and 10k+ OSI tiers. To apply for a volume discount, contact the TuxCare team.

Do you have a process of testing updates before rolling out a patch?

Before each package goes into the production repository, we run several testing processes to verify that our update has zero unintended consequences. We also maintain a stable beta repository that we use for testing.

Do I have to perform any complex installation tasks to switch to Extended Lifecycle Support services from my current update mechanism?

The installation is completed through a simple script that changes the current, no longer maintained, repositories for CloudLinux's repositories. We will continue to provide updated packages and your system can continue receiving updates just as it did up to that point, using exactly the same tools and commands.

How long does Extended Lifecycle Support service last?

Extended Lifecycle Support service varies depending on the Linux OS that you are covering with extended support. Commonly you can expect Extended Lifecycle Support to last for at least three years – for example, at the time of writing, CentOS 6 Extended Lifecycle Support support lasts until November 2024.

Will there be any disruption or downtime when I enable TuxCare Extended Lifecycle Support?

No. You are not migrating your operating system or making any substantive changes to the way your workload is handled. Enabling Extended Lifecycle Support involves a simple change in the location of repositories. There is no downtime and no need to restart your servers. Activating Extended Lifecycle Support will not degrade your server performance, or disrupt your operations.

How often are patches provided?

TuxCare continuously monitors critical Linux kernel vulnerabilities and security concerns associated with the OS covered by your Extended Lifecycle Support contract. We release patches for security risks and general maintenance issues as soon as they are completed and tested.

Do I need to subscribe to KernelCare? I.e., is there a process for manually updating patches periodically?

KernelCare would automatically apply our patches live in memory while your systems are in operation. However, if you prefer to patch manually, you can simply continue to do so using yum as you usually would.

Linux Support Services FAQ

Can AlmaLinux OS be used as a drop-in replacement for RHEL/CentOS/Oracle Linux?

Yes. Combined with AlmaLinux Support Services, AlmaLinux OS provides a comprehensive, 1:1 binary compatible RHEL/CentOS and Oracle Linux drop-in replacement that is commercially supported for production workloads.

What packages will be updated and supported?

Based on the subscription tier, you will receive different updates:

  • Essential support for AlmaLinux 8 includes but not limited to regular patches and updates for the Linux kernel and core packages: glibc, gcc, elfutils, krb5, libxml2, libxslt, libglvnd, mesa-libGLU, pam, vulkan-loader, zlib, gcc, tbb, SDL, libusb, alsa-lib, libmodulemd, gtk2, gtk3, motif, libacl, libattr, libvirt, libX11, libXaw, libXau, libXrandr, libXrender, libXext, libXft, libXi, libXmu, libXpm, qt5-qt5base, bzip2, curl, xz, systemd, dbus, openssl, gnutls, nss, libgcrypt, libssh.
  • Product NodeOS Support for AlmaLinux OS 8 includes a set of packages specific to your business, custom SLAs, a dedicated support team for instant incident response. All terms are negotiated specifically for each agreement.
  • Premium Support for AlmaLinux OS 8 - includes need-based out of repo security/bug fixes patches for any Linux distro defined by the SOW. All terms are negotiated specifically for each agreement.

How often are patches provided?

The AlmaLinux team continuously monitors critical Linux kernel vulnerabilities and security concerns associated with the AlmaLinux OS. We release patches for security risks and general maintenance issues as soon as they are completed and tested.

What types of deployments are supported (on-premise, cloud, virtualized)?

The AlmaLinux team supports all deployment models so you can confidently plan and deploy your infrastructure based on your needs.

What are the severity levels and minimum response times associated with AlmaLinux Support Services?

AlmaLinux Support Services response times vary based on subscription level and use case.

Are there any additional licensing fees associated with AlmaLinux OS Support Services?

There are NO licensing fees associated with AlmaLinux OS and no additional licensing fees associated with Linux Support Services.

What is the support lifecycle for AlmaLinux OS?

AlmaLinux OS will be maintained until at least 2029, including stable and thoroughly tested updates and security patches.

Are there any packages that are NOT covered in AlmaLinux Support Services?

Currently, we do not support the following packages: OpenStack, K8s, LXD, Apache Kafka, MAAS, CEPH, MongoDB. For support of these packages please inquire about consulting services.

Do you have a process of testing updates before rolling out a patch?

We maintain a stable testing repository that all patches and updates are tested against. Before a package is released into the production repository, we run several processes to verify that our update has zero unintended consequences.

What if we require custom patching or bug-fixing for a certain application?

We will offer access to consulting and custom patching on a Statement of Work (SOW) basis. Contact the TuxCare team to discuss your use case here.

How can I take advantage of Linux Support Service by TuxCare if I am running a different/older Linux distribution?

AlmaLinux Support Services provide a convenient tool to migrate your current Enterprise Linux distribution to AlmaLinux OS and our Premium package offers support for additional Enterprise Linux distributions as well. For older distributions, you may be interested in our End-of-life Linux support services.

Can I test-drive AlmaLinux OS Support Services?

By request, we create a customized proof-of-concept for each client. To apply for the proof-of-concept before purchasing the subscription, contact the TuxCare Team.

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