Technical Support

Technical Support

Adaptive Computing’s support programs extend the value of your HPC software investment by keeping strategic applications running smoothly and maintaining the productivity of your IT resources. For details on our technical support services offerings, see our Technical Support Services Guide.

1st, 2nd, and 3rd Level Support

Some providers do not do 1st and 2nd level support, leaving many issues unresolved. Other issues may require higher customer burdens to identify causality. Adaptive Computing provides full support, allowing our customers to spend more time getting their own jobs done, rather than chasing down issues with only limited support. We provide the full range of support services, including diagnosing the issue, replicating internally, and fixing bugs with patches or hot fix releases.

Software Support Agreement

The below agreement defines the Adaptive Computing support responsibilities that are included with your Standard or Premium support purchase. Standard support is included when you purchase a non-perpetual software license. Standard Support is available for an additional fee for organizations that purchase perpetual or subscription licenses. Contact solutions adviser for pricing or other information. Contact adviser for pricing or other information.

Download Software Support Agreement

Technical Support Life Cycle Policy

Adaptive Computing provides an industry-leading support life-cycle policy, giving our customers consistent and predictable timelines for which our software products are supported. We offer support for 18 months beyond the end-of-life (EOL) of our products. Product support is provided by Adaptive Computing Technical Support Engineers in response to requests submitted through the online ticket tracking system or by telephone.

To see the current EOL timetable, visit: http://www.adaptivecomputing.com/eol-policy/. Adaptive Computing will provide support to customers for both the current and previous versions of the Adaptive Computing products in accordance with this commitment. This agreement includes the following products in their commercially released state:

  • Moab Cloud for the HPC Suite
  • Viewpoint
  • Accounting Manager
  • TORQUE Resource Manager
  • Nitro (High Throughput)
  • Reporting and Analytics
  • Remote Visualization

Technical Account Manager (TAM)

Customers with more pressing support needs can choose to receive help from a Technical Account Manager (TAM). TAM’s are available 24 x 7 for critical issues. They become so familiar with your environment, policies, personnel, and organizational objectives that they feel like an extension of your own team. In addition to access for critical issues, your TAM will conduct quarterly account reviews. Optionally, you can give direct system access to TAM’s so that they can diagnose and solve problems even faster.

Self-help

Every support organization hopes to be proactive in delivering technical solutions before a customer calls for advice. At Adaptive Computing, we have been gathering, documenting, and researching topics that we feel are most widely applicable and have put them into online self-help tools to help you resolve the most common issues on your own. Follow this link to the documentation:

Customer Support – Submit Ticket

If you currently have a support services contract with Adaptive Computing and encounter a problem that you can’t resolve, please submit an online support ticket, and a technical support specialist will contact you:

Submit a support ticket here

 

Product Evaluation

If you are currently evaluating Adaptive Computing solutions, we encourage you to contact us by phone or email if you have any questions:

Phone: +1 (239) 330-6083

Email: [email protected]