ClusterVision Support

Introduction

ClusterVision specializes in the total life-cycle design, deployment and operation of HPC Clusters. We also recognize that it’s not just the hardware – to ensure rapid deployment and optimum performance we offer a unique, one-stop solution, including Systems, Software & a range of Professional Services. Through our Professional Services team, our aim is to enhance customers’ return on investment by providing the specialized skills and resources required throughout the cluster life-cycle - designed to enable rapid, cost-effective and optimized end-user capability.

Our Professional Services team comprises HPC enthusiasts from a range of Computing, Science & Engineering backgrounds. All are highly skilled in Linux and hardware diagnosis and have a wide experience in solving technical issues efficiently and effectively, whether it may be hardware, software or a combination of both. Similarly to our cluster solutions, our Professional Service offerings are built in a modular fashion, providing a range of Support & Warranty packages which can be cost-effectively matched to customers’ individual circumstances, and which are easily scaled as requirements develop.

Support Levels

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. The following table summarizes the Support & Warranty packages which are currently available:

Title Package Code Analysis Onsite Response Time Onsite Analysis Remote Response Time Remote Guaranteed Repair Time First Point of Contact Single Point of Contact Customer Replaceable Unit Number of Incidents Availability
Same Business Day 4 Hour Mission Critical

CVS-SBD4MC

4 Hours After Call

Within 2 Business Hours

6 hours onsite repair excluding recovery process time

None

Unlimited

Europe

Next Business Day Pro Plus

CVS-NBDPROPLUS

Post Analysis Next Business Day

Within 4 Business Hours

Level 3

Unlimited

Worldwide

Next Business Day Pro

CVS-NBDPRO

Post Analysis Next Business Day

Within 4 Business Hours

Level 2

Unlimited

Worldwide

Next Business Day

CVS-NBD

Post Analysis Next Business Day

Within 4 Business Hours

Level 1

Unlimited

Worldwide

Next Business Day Tier1 Pro

CVS-NBDT1PRO

Depending on Tier1 Conditions Selected

Within 4 Business Hours

Unlimited

Worldwide

Next Business Day Tier1

CVS-NBDT1

Depending on Tier1 Conditions Selected

Within 4 Business Hours

Unlimited

Worldwide

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