Technical Support – Information

Technical Support – Information

Adaptive Computing’s support programs extend the value of our customer’s HPC software investment by keeping strategic applications running smoothly and maintaining the productivity of their 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 customers with 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 Software Support Agreement (link below) defines Adaptive Computing’s support responsibilities that are included with the Standard or Premium support purchase. Standard support is included with the purchase of a non-perpetual software license. Standard Support is also available for an additional fee for organizations that purchase perpetual or subscription licenses. Contact a solutions 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 to customers by Adaptive Computing Technical Support Engineers in response to requests submitted through the online ticket tracking system.

View the current EOL timetable.

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 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.