Support Services
Standard Support Services
Premier Support Services
24x7 Support Services
Cluster Resources technical support packages provide coverage for both the commercial Moab product line and the open-source solutions that Cluster Resources maintains, such as TORQUE Resource Manager and Maui Scheduler. By purchasing a support package, organizations decrease cluster downtime and increase administrator efficiency, which equates to a higher ROI on hardware and software investments.
In most technical support packages, Cluster Resources includes free subscription licenses and upgrade protection for its commercial software. Moab improves cluster control and productivity by increasing HPC hardware performance to 90-99%
utilization, allowing for automation of administrative processes, improving the ease of use for end users, and integrating with other clustering management software.
Support pricing is based on cluster or grid size. Academic, government, partner, and volume discounts are available. Cluster Resources reserves the right to require an upgrade to newer versions of its software as part of providing support.
Standard Support Package
| Response Time: |
Next business day |
| Contacts: | 2-4 Technical Contacts (based on size of contract) |
| Support Access: |
Phone, e-mail, online documentation |
| U.S. Support Hours: | 8:00 am to 6:00 pm Mountain Time (MT) Regular business days (Monday-Friday) |
| EMEA Support Hours: |
9:00 am to 4:00 pm Greenwich Mean Time (GMT) Regular business days (Monday-Friday) |
| Asia Pacific Support Hours: |
Please call for details |
Standard Cluster Package Benefits
Support Services
Web site, e-mail, and phone support, with next-business-day response time
12 months of technical support
Custom and public patches
Supported Software
Moab Workload Manager™
Moab Cluster Manager™
Moab Access Portal™
TORQUE Resource Manager*
Upgrade Protection and Subscription Licenses for Software
Moab Workload Manager™
Moab Cluster Manager™
Moab Access Portal™
Standard Cluster Package Pricing
| Standard Support 2-24 Processors |
Standard Support 25+ Processors |
Standard Support 120+ Processors |
|
| Commercial | $995/Year | $85/Socket** | Call or e-mail for additional discounts |
| Gov/Edu | $995/Year | $51/Socket** | Call or e-mail for additional discounts |
Specific Standard Support Definitions
Includes:
- Access to patch releases of product suite versions for which customer has contract rights
- Ensuring standard configurations perform as documented
- Reporting product bugs
- Product behavior not matching documentation
- Identify policy and configuration match to customer-stated problems, once customer has reviewed documentation
- Product feature feedback
- Upgrade protection
Does Not Include:
- Custom installation services
- Creation of configuration files
- Creation of new applications or scripts
- Creation of workflow or event structures/triggers
- Product customization
- PBS Scheduler support
Availability:
- Business hours: 8:00 am to 6:00 pm MT Monday - Friday, excluding legal holidays (legal holidays are New Year's Day, Martin Luther King Day, Thanksgiving Day, Christmas Day)
- Support request to come through our Ticket Tracking system
- Response time failure will grant one month free support
Premier Account Support Package
The Premier Account Support Package is intended to meet the needs of any organization that requires the highest level of uptime. Premier Account customers have direct contact with development engineers for the fastest resolution time and also receive custom patches, minor custom product enhancements, and a guaranteed level of consulting and educational services to keep the organization's cluster and grid investments as efficient as possible.
| Response Time: | 2 business hours |
| Contacts: | 4 Technical Contacts |
| Support Access: |
Phone, e-mail, online documentation |
| U.S. Support Hours: |
8:00 am to 6:00 pm Mountain Time (MT) Regular business days (Monday-Friday) |
| EMEA Support Hours: | 9:00 am to 4:00 pm Greenwich Mean Time (GMT) Regular business days (Monday-Friday) |
| Asia Pacific Support Hours: | Please call for details |
Premier Account Package Benefits
Support Services
Direct support from development engineers - beyond technical support technicians
Custom patch development
Free access to public patches and updates
Twenty hours of service that may be applied toward any of the following professional services:
Consulting Services may include such items as:
- Emulation-based assessment for design and deployment recommendations
- Installation and configuration assistance
- Follow-up optimization and utilization conference call assessments
- Consultation / Q&A / training calls upon request
Training Services
- Remote or on-site training based on location and need
- Sites outside of the U.S. may require travel cost reimbursement
Custom Development Services
- Custom product enhancements – development and testing
- Major enhancements require custom coding consulting contracts
Supported Software (based on software contract)
- Moab Workload Manager®
- Moab Cluster Manager®
- Moab Access Portal®
- Moab Workload Manager® for Grids
- Moab Access Portal® for Grids
- Moab Grid Manager (upon availability)
- TORQUE Resource Manager*
Upgrade Protection and Subscription Licenses for Software (based on software contract)
- Moab Workload Manager®
- Moab Cluster Manager®
- Moab Access Portal®
- Moab Workload Manager® for Grids
- Moab Access Portal® for Grids
- Moab Grid Manager® (upon availability)
500 Cluster or 350 Grid subscription licenses are granted at no additional cost for the duration of the Premier contract. Additional licenses can also be added at regular discount price.
* TORQUE Resource Manager includes software developed by NASA Ames Research Center, Lawrence Livermore National Laboratory, and Veridian Information Solutions, Inc. Visit http://www.openpbs.org/ for OpenPBS software support, products, and information. TORQUE’s PBS Scheduler will not be supported, as the Moab Workload Manager avoids this function. TORQUE is neither endorsed by nor affiliated with Altair Grid Solutions, Inc.
** Additional multi-year discounts may apply.
24x7 Support Package
Details available on request
Quick Reference Guide
This is a quick reference guide to Cluster Resources support packages. For additional details, please review the information above or contact a Cluster Resources representative.
| Premier Account Support | Standard Support | |||||||
|---|---|---|---|---|---|---|---|---|
| Issue Priority |
Priority 1 | Priority 2 | ||||||
| Response Time | 2 Business Hours | 1 Business Day | ||||||
| Support Hours |
U.S.: 8:00 am to 6:00 pm MT Regular business days (Monday-Friday) EMEA: 9:00 AM to 4:00 PM (GMT) Regular business days (Monday-Friday) Asia Pacific: Please call for details |
U.S.: 8:00 am to 6:00 pm MT Regular business days (Monday-Friday) EMEA: 9:00 AM to 4:00 PM (GMT) Regular business days (Monday-Friday) Asia Pacific: Please call for details |
||||||
| Contacts | 4 Technical Contacts | 2-4 Technical Contacts (based on size of contract) | ||||||
| Support Access | Phone Online Documentation Custom Documentation |
Phone Online Documentation |
||||||
| Other Support | Direct Support from Developers Custom Patch Development Public Patches and Updates |
Public Patches and Updates | ||||||
| Professional Services |
20 hours toward any combination of the professional services listed below |
Sold Separately | ||||||
| Consulting | Emulation-Based Assessment Assistance with:
|
Assessment Consultation (1-2 hours) Recommendations via Conference Call (1 hour) Mid-Contract Optimization Consultation (½-1 hour) (Available only with $10,000+ packages) |
||||||
| Training | Remote/On-site Training (based on need and location) | Sold Separately | ||||||
| Development | Custom Development and Testing |
Sold Separately | ||||||
| Price | Call or e-mail for additional discounts | By Processor Count
|