To report an issue or outage, please visit the Scalable Informatics support page.
Scalable Informatics Remote Support Options
Scalable Informatics offers multiple levels of support for high performance computing and storage infrastructure.
Our Remote Support Options (RSO) provide technical support above and beyond warranty by telephone, email, and remote access via VPN. Response times are measured in minutes in most cases, not hours. Support can also be purchased for existing equipment — not just Scalable Informatics systems. Our primary objective in support is to return systems to operational functionality as soon as possible.
Below are the three levels of remote support offered:
Remote Support Option Standard [SI-Support-RSO] offers 8x5 support during normal business hours (9:00 AM to 5:00 PM local time, Monday-Friday).
Remote Support Option Advanced [SI-Support-RSOA] offers 12x7 support (9:00 AM to 9:00 PM, local time, Sunday-Saturday).
Remote Support Option Advanced Plus [SI-Support-RSOA+] offers 24x7 support.
The standard RSO offers 12 hours per year of technical support. Additional hours are available individually on a per-hour rate or in pre-purchased blocks of time.
- Base additional support is billed by the hour.
- Pre-purchased support is available in specified blocks of time, with the rate per hour becoming progressively less the more hours purchased.
Additional Support Options
The options below provide additional support to better suit your company's individual needs.
Remote Management Server [SI-Support-RMS] offers an onsite, hardware management server to facilitate access to equipment and speed problem resolution. This option compliments our Remote Support Options and cannot be purchased individually.
Onsite Support Option [SI-Support-OSO] provides a technician who will travel to the customer site to provide problem remediation. Cost for this option is per day, plus travel and materials.
Advanced Replacement Option [SI-Support-ARO] provides next-business-day parts replacement, when available. Parts not in stock will be shipped from our suppliers at earliest possible moment. For customers outside of North America, we will work with local suppliers for as-soon-as-possible replacement parts fulfillment. Cost for this option is typically 10% of system purchase price.
Depot Support Option [SI-Support-DSO] provides on-site stocking of parts with a higher probability of failure (usually moving parts). This option is highly recommended, as most parts are field replaceable. Cost for this option varies based on hard drive capacity/cost, and typically includes 2 HDDs in hot-swap trays, 1 hot-swappable power supply module (PSM), and 2 fans, with parts uplifts available.