SupportYour Business runs on ClusterScale technology -- and you can rely on ClusterScale to keep that technology working at peak performance.
ClusterScale Technical Support
1 year Technical Support & Online Software Updates are included with every purchase.
A full range of support packages are available including Premium 24*7 & next day hardware replacement. From responsive RMA handling to problem resolution to proactive consulting services, ClusterScale delivers the support you need, around the clock and around the world.
The Hardware Maintenance Support Advantage
Unlike many other appliances on the market we don’t lock you in to our technology; the hardware maintenance contract is direct with Dell with you as the registered customer. This gives quality worldwide on-site hardware maintenance that you can rely on.
The commodity Dell hardware integrates directly with your infrastructure management platform of choice with built in IPMI etc. Your engineers more likely than not, will already know how to look after the hardware and don’t need to get used to yet another appliance with an arcane TFTP based recovery process that always requires a consultant to figure out. ClusterScale software a recovery is a simple case of insert the recovery CD and restores the software image.
ClusterScale offer the first hardware RAID based load balancer appliance in the industry, Most vendors have gone down the solid-state flash route for storage on load balancer appliances. From our experience unless this is done with very rigorous hardware testing it can cause more down time than hard disks due to corruption & geometry issues. The large amount of local storage also allows you to rapidly store and analyze logs (a requirement for high-availability).
Type of Service - Standard
Contract Term - 1 Year or 3 Years
Support Hours - 8am – 10pm M-F GMT
Support Level - Network Support Engineer / Remote Technical Support
Software Updates - Feature & Maintenance Releases
Advance Hardware Replacement- Yes
Escalation Guidelines - Yes
4-Hour On-Site Service - Optional
Type of Service - Premium
Contract Term - 1 Year or 3 Years
Support Hours - 24 x 7 x 365
Support Level - Dedicated Network Support Engineers / Remote Technical Support / Technical Support Manager
Software Updates - Feature & Maintenance Releases
Advance Hardware Replacement - Yes
Escalation Guidelines - Yes
4-Hour On-Site Service - Optional
NOTES:
* Premium Service requires an active Premium support agreement across all ClusterScale units deployed within the enterprise + a Premium Service fee.
* Dedicated Premium support team is available 8am – 6pm M-F, local time. Off hours may be supported by a regional NSC.
* 4-Hour On-Site RMA service upgrade is limited to Pegasys & Nemasys products with active service maintenance contracts
Severity Definition
Priority 1(Urgent)
Description - Site Down - All network traffic has ceased, causing a critical impact to your business.
Targeted Response - 1 Hour
Severity Definition
Priority 2(High)
Description - Site at risk - Primary unit has failed resulting in no redundancy. Site is at risk of going down.
Targeted Response - 4 hours
Severity Definition
Priority 3(Medium)
Description - Performance impaired - Network traffic is extremely slow causing significant impact to your business. Performance degraded - Network traffic is partially functional causing some applications to be un-reachable.
Targeted Response - 8 hours
Severity Definition
Priority 4(Low)
Description - General assistance - Questions regarding configurations "how to". Troubleshooting non-critical issue. Enhancement request - Request for product functionality that is currently not part of the current product feature set.
Targeted Response - Next Business Day
ClusterScale will endeavour to respond to Urgent and High Priority calls within one and four hours respectively. Understanding that unforeseen events could delay attempts, ClusterScale expects that the majority of Urgent and High calls will be responded to within this service Level, but such the service response times are not guaranteed.