ClusterScale: Your Dedicated Support Team

Your Business runs on ClusterScale technology - and you can rely on ClusterScale to keep that technology working at
peak performance. Our support team are dedicated to making your life easier with a rapid and accurate response.

ClusterScale Hardware Support

All ClusterScale appliances come with a worldwide on site engineer guarantee backed by the Dell global support network.
Unlike other appliance vendors with vague promises of next day hardware replacement "We'll ship it from half way across the world so you might get it next week..."

Next Business Day Engineer on Site as standard
Either arrange through us or direct with Dell
Upgrade to full 24*7 4 hour response

ClusterScale Technical Support

At ClusterScale we like you to get the right answer first time, when your support case is looked at it will normally be by one of our in house engineers:

Standard Support 9am-5pm (in your local time zone)
Upgradeable to 24*7
Comprehensive SLA
Optional use of local VAR support
Phone, Email, Web, & Remote Access included

From responsive RMA handling and 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 recovery is a simple case of insert the recovery CD and restore 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).

Types of Service	Standard	Premium1
Contract Term	1,3 or 5 Years	1,3 or 5 Years
Support Hours	9am – 5pm M-F (your local time zone)	24 x 7 x 365
Support Level	Network Support Engineer Remote Technical Support	Dedicated Network Support Engineers Remote Technical Support Technical Support Manager
Software Updates	Feature & Maintenance Releases	Feature & Maintenance Releases
Next Day On-Site Hardware Engineer	Yes	Yes
Escalation Guidelines	Yes	Yes
4-Hour On-Site Service Upgrade3	Optional	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	Description	Targeted Response
Priority 1 (Urgent)	Site Down - All network traffic has ceased, causing a critical impact to your business.	1 hour
Priority 2 (High)	Site at risk - Primary unit has failed resulting in no redundancy. Site is at risk of going down.	4 hours
Priority 3 (Medium)	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 unreachable.	8 hours
Priority 4 (Low)	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.	Next Business Day
ClusterScale will endeavor 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.