Total Linux Coverage™
California Digital provides complete support for servers and cluster
nodes through its Total Linux Coverage™ (TLC) support program. This
includes not only basic hardware warranties but also extensive
software support for the Linux operating system and key applications
programs. The goal is to provide a single point of contact for
technical support for all facets of server operation.
Total Cluster Coverage™
California Digital provides similarly expansive support for cluster
customers through its Total Cluster Coverage™ support package.
This provides support for clusters being used as cluster,
including MPI configuration, cluster configuration, interconnect
latency, job compilation and scheduling, as well as other
cluster-specific areas under the purview of cluster administrators.
Hence California Digital cluster customers have--thanks to Total
Cluster Coverage™--experienced support personnel to assist them
in harnessing their clusters'power, rather than present a useless
"Maybe you should reinstall the OS" suggestion.
Warranty
Both Total Linux Coverage™ and Total Cluster Coverage™
include traditional hardware warranties with break/fix
service for one year. California Digital may choose
to ship replacement parts to customers to perform
simple field repairs if desired by the customer. This
often speeds repair for easily identifiable problems
such as bad power supplies or disk drives. Otherwise,
repair is performed by California Digital on a
return-to-depot basis, i.e. the customer ships the
unit to California Digital for repair.
Warranty extension to three years are available for many systems at
the time of purchase or within the first year.
On Site Service
On Site repair is optionally available for many models deployed within
North America. This service is performed by
California Digital personnel in the San Francisco Bay
Area or outsourced to other providers working in
concert with remote California Digital personnel.
Because of the inefficiency of involving non-Linux
specialists with remote on-site repair, this option is
recommended only for storage units which can not be
returned since data needs to remain on-line.
24/7
California Digital does not normally offer 24/7 technical support.
This capability can be provided to large customers if specific
agremeents are reached in advance.
Contacting Support
California Digital support can be reached via email at
support@californiadigital.com
or by calling 1-510-580-5055 during normal West Coast business hours
[GMT-8 time zone]. Customers may also submit and montior the status
of trouble tickets using an on-line system.
