Rescale Technical Support and Package Policy

Last updated: October 1, 2024

This Rescale Technical Support and Package Policy (“Support Policy”) describes Rescale’s Support offerings and corresponding policies being offered to Customers. Rescale will make all commercially reasonable efforts to provide a level of service in accordance with this Support Policy, to be delivered by the Rescale Support Team. Rescale will provide Customers with the level of Support as specified in and for the duration set forth in an Order Form. Rescale may update this policy from time to time. Capitalized terms not defined in this Support Policy have the meaning given to them in the applicable written agreement between Rescale and Customer for the Rescale Platform (“Agreement”).

1. Support Package Descriptions

*when purchased and managed through Rescale

2. Technical Support Priority Level and Response Time

3. Support Types

a) Platform and Billing Support

  • Rescale Platform features that are publicly released (generally available) are supported
  • Account configuration and setup (including SSO and MFA)
  • Company administration support (billing, budgets, projects, and org/workspace settings)
  • Basic user access and account related issues (user password, data transfer, account configuration, SSH key management, profile settings)
  • Rescale Platform usage (platform functions, job submission, job organization, file management features, etc.)

b) Basic Application Support

  • Application usage and basic command template help

c) Advanced Application Support

  • All Basic Application Support included
  • Best practice recommendations based on application selection and job requirements
    • Performance/parallel computing guidance
    • Hardware / core type selection
    • MPI type and version recommendations based on hardware and software version selection
  • Detailed application guidance including limited model setup issues and debugging**

d) Basic Licensing Support

  • License and proxy configuration assistance
    • fixing license vendor ports
    • Setting CLP ports, software selection
    • SSH tunnel/IP forwarding connectivity
  • On-demand licensing for software supporting this licensing option
  • Basic Rescale license hosting guidance
  • Basic VPN guidance

e) Advanced Licensing Support

  • Advanced Licensing Support includes advanced guidance on License hosting, VPN, License queuing, SSH tunnel, application-specific license features.

f) 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.

**Rescale uses commercially reasonable efforts 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 Trials and Betas features 
  • Support via phone or other methods not described above

The following types of requests are not covered by Rescale Support but can be covered under other service offerings such as a Rescale Technical Account Manager or Customer Success Engineer, or Rescale Professional Services:

  • Non-Rescale specific application usage: convergence issues, incorrect software usage, or software bugs
  • Installation and testing of custom software or non-standard versions of commercial software
  • Model/simulation and workflow optimization and benchmarking
  • API integrations
  • Script development
  • Consulting/services
  • Training
  • Onboarding of new users
  • Business review and office hours

5. Rescale Technical Support Access

a) All Customers have access to the Rescale Help Center at https://helpdesk.rescale.com/hc/en-us where they can access Rescale product documentation, a Knowledge Base of articles, create new support tickets, and view all of their active Rescale support tickets.

b) 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:

c) Mission Critical Support Customers may also obtain support via online chat and Slack.

  • Online chat is a live support service available on the Rescale web platform during Mission Critical business hours, as defined above. When chat is unavailable outside of these 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 provided on a good-faith basis and will not be subject to the Response Times above. Customers that do not have a Slack workspace will need to create one to obtain support from Rescale through Slack.

6. 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 via the webform to the time Rescale acknowledges receipt and initiates investigation of the ticket. Rescale will make commercially reasonable efforts to achieve this target.
  • Business Hours: operational hours for the customer’s support package and geographical region:
    • Basic Support  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)
    • Production and Premium:
      • 24 hour coverage, Monday to Friday for Enterprise Editions. 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.
      • 6 AM – 6 PM PST / 9 AM – 9 PM EST for Government Editions
    • Mission Critical:
      • 24 hour coverage, Monday to Friday for Enterprise Editions. 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.
      • 24 hour coverage, 7 days a week for High and Urgent priority tickets for Enterprise and Government Editions.
    • Support Business Hours exclude local holidays in each timezone.
  • 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.
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