Rescale’s New Help Center for Support: Backed by Engineering Expertise and Enhanced by AI
As an engineer, you shouldn’t have to spend hours searching for answers to technical questions when you could be solving the world’s most important engineering challenges. Yet fragmented documentation and delayed support responses pull you away from the work only you can do.
Today, we’re launching Rescale’s enhanced Help Center to eliminate that friction. This new experience gives you faster, easier access to expert answers whenever you need them, combining the comprehensive knowledge and technical expertise you’ve come to expect from Rescale with new capabilities that put solutions at your fingertips, 24/7.
Building on a Foundation of Expert Support
For years, Rescale customers have relied on our team of high-performance computing (HPC) specialists and domain experts to solve their most challenging technical problems. That expertise isn’t going anywhere. What we’re introducing is an enhanced support experience that puts our extensive knowledge base and expert guidance at your fingertips, 24 hours a day, 7 days a week.
Our new Help Center, powered by Intercom, delivers a responsive, intelligent support experience. It expands how you can get support, making it even easier to find solutions quickly.
AI-Powered Assistance Meets Expert Knowledge
When you’re blocked on a common technical issue, whether that be for a job submission error, a license configuration question, or an application-specific workflow, you need an answer immediately. The enhanced Help Center includes an AI support assistant utilizing Intercom’s Fin AI agent that instantly provides accurate responses by drawing on Rescale’s comprehensive knowledge base and the same best practices our support experts use every day.
Rescale’s Help Center provides quick answers and solutions to questions such as:
- How do I configure my job settings for optimal performance?
- How can I monitor my compute and software licensing resource usage and costs?
- What file transfer methods does Rescale support?
- How do I set up shared workspaces for my team?
- What are the best practices for post-processing large result sets?
For more complex issues or questions that require deeper technical expertise, the AI assistant seamlessly hands off to our human support team. The context of the full conversation is preserved, so you won’t need to repeat yourself or start over. Our experts pick up exactly where the AI left off, ensuring a smooth, efficient resolution process.
Get Support Your Way
Access the enhanced Help Center directly from your Rescale platform account, just as you always have. All your familiar support channels – email, webform submissions, in-platform job sharing, and live chat – work exactly as before. Your response time targets and service level agreements remain unchanged.
What’s different is the experience. Behind the scenes, improved agentic workflows and enhanced infrastructure help our team respond faster and efficiently, while the AI assistant provides instant answers for routine questions. You get better support through the same channels you already know.
The new enhanced Help Center puts comprehensive documentation, tutorials, and FAQs at your fingertips alongside the AI assistant and direct access to our support team. Whether you’re troubleshooting independently getting AI-powered answers, or working through complex issues with our experts, everything you need is in one place.
Best-in-Class Technology and Industry Expertise
This launch represents our commitment to evolving with customer needs while staying true to what makes Rescale support exceptional: deep technical expertise, industry knowledge, and genuine partnership with our customers. The AI assistant handles routine questions instantly, freeing our expert team to focus on the complex, nuanced challenges where human insight and experience make all the difference.
Whether you’re an account administrator managing your organization’s HPC resources, a power user pushing the boundaries of what’s possible with advanced simulations, or anyone in-between, our enhanced Help Center adapts to how you work. Get instant answers when you need them, access comprehensive documentation whenever you want it, and rest assured that expert human support is always just one conversation away.
Experience Rescale’s Industry-Leading Support
Existing customers can access the new Rescale Help Center directly from their platform account. If you’re not already a Rescale customer, contact us to learn more about Rescale’s digital engineering platform built for the AI era.
