The ClusterVision Support Service is tailored to providing the best support service for HPC cluster solutions. Through our Professional Services team, our aim is to enhance customers’ return on investment by providing the specialized skills and resources required throughout cluster ownership – designed to enable rapid, cost-effective and optimized end-user capability. We are dedicated to achieving full customer satisfaction and our support service frequently receives customer praise.

We have a large support team which serves more than 250 clusters across Europe. Our Professional Services team comprises HPC enthusiasts from a range of computing, science, and engineering backgrounds. All are highly skilled in Linux and hardware diagnosis and have a wide experience in solving technical issues, whether it may be hardware, software or a combination of both.

Hardware Support

As a specialist in cluster solutions, we can offer hardware support packages tailored to your specific requirements and usage of your cluster.

Our support offerings are designed to reflect the different degrees of importance in the infrastructural hierarchy, from mission-critical to non-critical. This allows our customers to assign a Support & Warranty package with a high level of service to the mission-critical components, and a lower service level to the non-critical components, therefore achieving an optimum balance of service versus cost. Support packages for customers with Tier 1 hardware supply are also available.

Support Packages

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Next Business Day

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Our next business day support package is available for most of the hardware we supply. This package is the most cost effective option for sites where IT staff are used to looking after the systems. If a component fails, we will ship a new one to you within 24 hours from diagnosis, and we will ask you to fit this. The advantage to you is that you do not need to make an appointment to grant an engineer access to your site, and can schedule the repair when you want to do it. Should the issue require a repair that cannot be effected through the replacement of a Customer Replaceable Unit (CRU) then we will send you a complete replacement system.

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Next Business Day Pro

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If you do not mind changing CRU’s but prefer an engineer when a more critical failure occurs, the Next Business Day Pro package is ideal. This service level relies on spares shipments for basic faults such as PSU or disk failure, but if a more critical component such as a switch or motherboard fails, an on-site engineer will replace the failed component and get your system up again. This service also includes software and firmware updates by our engineers as well as on-site analysis for more complex faults that are hard to diagnose from remote.

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Next Business Day Pro-Plus

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For a complete care package we recommend the “Next Business Day Pro Plus” option. An engineer will be on-site one day after problem determination and will replace CRU’s or take any action to ensure your system is repaired as soon as possible. As part of this package we will also apply software and firmware updates for you when required.

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Same Business Day 4-hour Mission Critical

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Mission critical systems can be supported by our team using a “Same Business Day 4-hour Mission Critical” package. This package is customised to your requirements and only available in certain areas.

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Next Business Day Tier 1

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Many of our clusters are based on hardware supplied by Tier 1 hardware vendors such as Dell, IBM and Fujitsu. If you have such a cluster we recommend that as a minimum you take the Next Business Day Tier 1 support option. It can often be hard to determine which component is faulty before you call out a Tier 1 engineer. With this support option we will help you by remotely diagnosing the hardware and telling you which information the Tier 1 support line will need. It is then your responsibility to open and track the support ticket, but at least you can be sure you are asking the right questions about the right hardware.

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Next Business Day Tier 1 Pro

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If you have a Tier 1 hardware cluster and you want a single support entity, this is the right support package for you. You can open a ticket with us and we do the rest. We will access your cluster to pre-diagnose the issue and we will either open a support ticket with the Tier 1 vendor or, if possible, we will request an immediate spares shipment. We will track the ticket on your behalf and advise you if and when any on-site activity is required.

Details are subject to change, so we recommend visiting the ClusterVision Service Portal or a 1-1 discussion with our support team in order to ensure the optimum level of service. Contact our support team at support@clustervision.com.

Support