Rescale Technical Support Packages and Policy

Last updated June 6, 2021

This document describes Rescale’s Support Packages and corresponding policies being offered to customers. Rescale will make all commercially reasonable efforts to provide a level of service in accordance with the Support Package and policy defined here, to be delivered by the Rescale Support Team.

Definitions

  • Target First Response Time: the targeted response time across all support tickets submitted from a customer in a quarterly period. Response time is measured from when a customer submits a support ticket to the time Rescale acknowledges receipt and initiates investigation of the ticket. Rescale will make all reasonable efforts to achieve this target.
  • Business Hours: operational hours for the customer’s support package and geographical region:
    • Production and Premium Packages, Monday to Friday:
      • 6 AM – 6 PM PST / 9 AM – 9 PM EST (Americas customers)
      • 9 AM – 5 PM CET (Europe, Middle East and Africa customers)
      • 9 AM – 5 PM KST/JST (Asia Pacific customers)
    • Mission Critical:
      • 24 hour coverage, Monday to Friday. Defined as 12:00 AM Monday to 12:00 AM Saturday, UTC. Coverage in the customer’s time zone will be shifted accordingly. For example US Pacific Time customers will have coverage from 5:00 PM Sunday to 5:00 PM Friday.
  • Frontline Support: support requests and issues that can be resolved by the support agent that initially handles the ticket.
  • Advanced Support: support requests and issues that, due to complexity, require advanced knowledge of HPC, applications, licensing, advanced platform features, coordination with Rescale ISV or CSP partners. Such requests may require work from additional Rescale personnel beyond the support agent that initially handles the ticket.

1. Support Package Descriptions

Production:

  • Support via email / helpdesk
  • Access to Rescale documentation pages
  • Support Types provided
    • Platform and Billing support
    • Cloud Infrastructure Services*
  • Production response time targets based on priority level (see Table 2)

Premium:

  • Must be Enterprise Edition customer or higher
  • Minimum spend and 1 year commitment required
  • Support via email / helpdesk
  • Access to Rescale documentation pages
  • Support Types provided:
    • Platform and Billing support
    • Cloud Infrastructure Services*
    • Application support
    • Licensing support
  • Premium response time targets based on priority level (see Table 2)

Mission Critical:

  • Must be Enterprise Edition customer or higher
  • Minimum spend and 1 year commitment required
  • Support via email / helpdesk
  • Support via live online chat during US business hours
  • Support via customer’s private Slack channel
  • Scheduled screen share meetings via Zoom
  • Access to Rescale documentation pages
  • Support Types provided:
    • Platform and Billing support
    • Cloud Infrastructure Services*
    • Application support
    • Licensing support
  • Mission Critical response time targets based on priority level (see Table 2)

*when purchased and managed through Rescale

2. Technical Support Priority Level and Response Time

Table 1: Priority Level Definitions (assigned by Rescale)
UrgentAn issue makes the Rescale platform or the customer’s workflow completely unusable, with no workaround available.
HighAn issue has a high impact on the functionality of the Rescale platform or the customer’s workflow, and using a temporary workaround would require substantial time or effort.
NormalAn issue has a moderate impact on the functionality of the Rescale platform or the customer’s workflow, and using a temporary workaround would require low or moderate time and effort. Unexpected platform behavior, license errors and suspected platform bugs that do not disrupt overall platform operation would typically belong to this priority level.
LowAn issue has a low impact on the functionality of the Rescale platform or the customer’s workflow, and a workaround is available. General Rescale support requests such as questions about platform usage and best practice recommendations also belong to this priority level.
Table 2: Target First Response Time, in Business Hours
ProductionPremiumMission Critical
Urgent422
High842
Normal884
Low1684

3. Support Types

a. Platform and Billing support

  • Account configuration and setup (including SSO and MFA)
  • Company administration support (billing, budgets, projects, and workspace support)
  • Basic user access and account related issues (user password, data transfer, account configuration, SSH key management)
  • Platform usage (platform functions, job submission, job organization, etc.)

b. Application support

  • Application usage and basic command template help
  • Best practice recommendations based on application selection and job requirements (performance/parallel computing guidance, hardware / core type selection, software version selection)
  • Advanced application guidance**

c. Licensing support

  • License and proxy configuration assistance (fixing license vendor ports, setting CLP ports, software selection, SSH tunnel/IP forwarding connectivity)

d. Cloud Infrastructure Services support

  • Rescale provides complete support services for Cloud Infrastructure Services (e.g. compute, storage, data transfer) purchased through and managed by Rescale

**Best effort based on the expertise of the support agent and Rescale Support Team. Not available for all applications.

4. Support Exclusions

The following types of requests are not covered by the Rescale Support Team and are excluded from any support policies:

  • Setup and maintenance of advanced network devices
  • On-prem networking assistance, firewalls, gateway devices, routers, etc.
  • Cloud Infrastructure Service errors within a customer tenant/subscription
  • Support for beta features not publicly released
  • Support via phone or other methods not described above

The following types of requests are not covered by Rescale Technical Support Team but can be covered under Rescale Professional Service and Dedicated Customer Success Engineer offering:

  • Non-Rescale specific application usage: convergence issues, model setup, co-simulations, or application bugs
  • Model/simulation optimization
  • API integrations
  • Script development
  • Consulting/services
  • Training

5. Rescale Technical Support Access

  1. All customers have access to the Rescale helpdesk at https://helpdesk.rescale.com where they can create new tickets and view all of their active Rescale support tickets.
  2. Alternatively, customers can also obtain support using any of the following methods, in which case a new support ticket will be created automatically and Rescale Support will respond accordingly:
    • Clicking the Need Help? button on the Rescale web platform.
    • Sending an email to support@rescale.com.
    • Sharing a job with Rescale Support from the Rescale web platform. Further instructions can be found on Rescale’s documentation site at this link.
  3. Mission Critical customers may also obtain support via online chat and Slack.
    • Online chat is a live support service available on the Rescale web platform Monday to Friday from 6 AM – 6 PM PST / 9 AM – 9 PM EST. When chat is unavailable (outside of US business hours), a support ticket will be automatically created and sent to Rescale Support to respond via email.
    • Customers with their own Slack workspace can reach Rescale using this workspace via Slack Connect. Access to the workspace will be controlled by the administrator for the customer’s account. During US business hours (defined above), users within this workspace will be able to request support directly in lieu of other methods. Support provided through Slack will be “best effort” and will not be subject to the SLA. Customers that do not have a Slack workspace will need to create one to obtain support from Rescale through Slack.