Overview — Platform Computing - support

By: Platform  09-12-2011
Keywords: Technical Support

Platform Maintenance and Support (M&S) lies at the heart of the success of our organization. We are committed to ensuring that our customers’ grids, clusters or HPC data centers operate efficiently within their unique environments.

Benefits of all Platform Maintenance and Support plans:
  • Product updates: You will receive new software releases as they become available, including all releases from small fixes that are specific to your environment, to major new releases with new version numbers.
  • Product support: Platform provides technical assistance related to the installation and use of the software.  You can request the assistance when:
    • The software does not perform in accordance with the product documentation
    • You have a question about the Software, (not clearly answered in the product documentation)
    • You need to make a change to your license management server
    • You request a new feature, or a change to an existing feature, of the software
Key Features of Platform Maintenance & Support (M&S):
  • 24x7 hotline support for Severity 1 production issues
  • Initial Response & Work Plan
  • Maintenance & Updates
  • Web Portal eSupport
  • Request for Change (RFC)
  • Question & Answer
  • Usage Assistance
  • Software Defect Reporting & Fixes
Platform Maintenance and Support (M&S) Entitlement:

Services requests to Platform Technical Support should be made by “Qualified Contacts” – technically trained and capable individuals who understand your compute environment. Requests to Platform Technical Support that are not from Qualified Contacts may require Platform to designate additional support resources to you as a professional services engagement.

Platform Maintenance and Support Access Options:
Web Portal eSupport
Telephone Support
North America
Phone: (905) 948-4297
Toll Free: 1-877-444-4573

United Kingdom
Phone: +44(0) 1256-886-105

Japan
Phone: +81 (0)36302-2905
China
Phone: +86 10-82276001 (Chinese)
Phone: +86 10-82276200 (English)

 

Keywords: Technical Support

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