Standard Support Services

Premier Support Services

24x7 Support Services

Cluster Resources' technical support packages provide coverage for both the commercial Moab product line and the open source solutions that Cluster Resources maintains, such as TORQUE Resources Manager and Maui Scheduler. By purchasing a support package, organization decrease cluster downtime and increase administrator efficiency, which equates to a higher ROI on hardware and software investments.

In most technical support packages, Cluster Resources includes free subscription licenses and upgrade protection for its commercial software. Moab historically increases hardware performance to 90-99% utilization, allows for automation of administrative processes, improves the ease-of-use for end users, and integrates with other clustering management software, increasing cluster control and productivity.

Support pricing is based on cluster or grid size. Academic, government, partner, and volume discount are available. Cluster Resources, Inc. reserves the right to require an upgrade to newer versions of our software as part of providing support.

Standard Support Package

Response Time:	Next business day
Contacts:	2-4 Technical Contacts (Based on size of contract)
Support Access:	Phone, e-mail, online documentation
U.S. Support Hours:	8:00 am to 6:00 pm Mountain Standard Time (MST) Regular business days
EMEA Support Hours:	9:00 am to 4:00 pm Greenwich Mean Time (GMT) Regular business days
Asia Pacific Support Hours:	Provided upon request

Standard Cluster Package Benefits

Support Services
Web site, E-mail, and phone-based support, with next business day response time
12 months of technical support
Custom and public patches

Supported Software
Moab Workload Manager™
Moab Cluster Manager™
Moab Access Portal™
TORQUE Resource Manager*

Upgrade Protection and Subscription Licenses for Software
Moab Workload Manager™
Moab Cluster Manager™
Moab Access Portal™

Standard Cluster Package Pricing

	Standard Support 2-16 Processors	Standard Support 17-32 Processors	Standard Support 33-64 Processors	Standard Support 65+ Processors
Commercial	$995/Year	$1,950/Year	$85/Socket**	Call or E-mail for additional discounts
Government	$995/Year	$1,950/Year	$60/Socket**	Call or E-mail for additional discounts
Academic	$995/Year	$1,950/Year	$45/Socket**	Call or E-mail for additional discounts

Specific Standard Support Definitions

Includes:

• Access to patch releases of product suite versions for which customer has contract rights
• Ensuring standard configurations perform as documented
• Reporting product bugs
• Product behavior not matching documentation
• Identify policy and configuration match to customer stated problems, once customer has reviewed documentation
• Product feature feedback
• Upgrade protection

Does Not Include:

• Custom installation services
• Configuration file creation
• Creation of new applications or scripts
• Creation of workflow or event structures/triggers
• Product customization
• PBS Scheduler support

Availability:

• Business hours: 8:00am to 6:00pm MST Monday - Friday, excluding legal holidays (Legal holidays are: New Years Day, Martin Luther King Day, Thanksgiving Day, (Christmas Day)
• Support request to come through our Ticket Tracking system
• Response time failure will grant one month free support

Premier Account Support Package

The Premier Account Support Package is intended to meet the needs of any organization that requires the highest level of uptime. Not only do Premier Account customers have direct contact with development engineers for the fastest resolution time, but they also receive custom patches, minor custom product enhancements, and a guaranteed level of consulting and educational services to keep the organization's cluster and grid investments as efficient as possible.

Response Time:	2 Business Hours
Contacts:	4 Technical Contacts
Support Access:	Phone, e-mail, online documentation
U.S. Support Hours:	8:00 AM to 6:00 PM Mountain Standard Time (MST) Regular business days
EMEA Support Hours:	9:00 am to 4:00 pm Greenwich Mean Time (GMT) Regular business days
Asia Pacific Support Hours:	Provided upon request

Premier Account Package Benefits

Support Services
Direct support from development engineers - beyond technical support technicians
Custom patch development
Free access to public patches and updates

Twenty (20) hours of service that may be applied towards any of the following professional services:

Consulting Services (may include such items as):
Emulation-based assessment for design and deployment recommendations
Installation and configuration assistance
Follow-up optimization and utilization conference call assessments
Consultation / Q&A / training calls upon request

Training Services Remote or on-site training based on location and need. Sites outside of the U.S. may require travel cost reimbursement.

Custom Development Services Custom product enhancements – development and testing - Major enhancements require custom coding consulting contracts

Supported Software (based on software contract) Moab Workload Manager^® Moab Cluster Manager^® Moab Access Portal^® Moab Workload Manager^® for Grids Moab Access Portal^® for Grids Moab Grid Manager (upon availability) TORQUE Resource Manager*

Upgrade Protection and Subscription Licenses for Software (based on software contract) Moab Workload Manager^® Moab Cluster Manager^® Moab Access Portal^® Moab Workload Manager^® for Grids Moab Access Portal^® for Grids Moab Grid Manager^® (upon availability)

500 Cluster or 350 Grid subscription licenses are granted at no additional cost for the duration of the Premier contract. Additional licenses can also be added at regular discount price.

* TORQUE Resource Manager includes software developed by NASA Ames Research Center, Lawrence Livermore National Laboratory, and Veridian Information Solutions, Inc. Visit http://www.openpbs.org/ for OpenPBS software support, products, and information. TORQUE’S PBS Scheduler will not be supported, as the Moab Workload Manager avoids this function. TORQUE is neither endorsed by, nor affiliated with, Altair Grid Solutions, Inc.

** Initial year price. Renewal years are 70% of the initial standing year cost.

24x7 Support Package

Details available upon request

Quick Reference Guide

This is a quick reference guide to Cluster Resources' support packages. For additional details, please review the information above or contact a Cluster Resources representative.

	Premier Account Support	Standard Support
Issue Priority	Priority 1	Priority 2
Response Time	2 Business Hours	1 Business Day
Support Hours	U.S.: 8:00 AM to 6:00 PM MST Regular Business Days EMEA: 9:00 AM to 4:00 PM (GMT) Asia Pacific: Details provided upon request	U.S.: 8:00 AM to 6:00 PM MST Regular Business Days EMEA: 9:00 AM to 4:00 PM (GMT) Asia Pacific: Details provided upon request
Contacts	4 Technical Contacts	2-4 Technical Contacts (Based on size of contract)
Support Access	Phone E-mail Online Documentation Custom Documentation	Phone E-mail Online Documentation
Other Support	Direct Support from Developers Custom Patch Development Public Patches and Updates	Public Patches and Updates
Professional Services	The Premier Contract provides 20 hours toward any combination of the professional services listed below	Sold Separately
Consulting	Emulation-Based Assessment Assistance with: Installation Configuration Optimization Utilization Consultation / Q&A / Training	Assessment Consultation (1-2 hours) Recommendations Via Conference Call (1 hour) Mid-Contract Optimization Consultation (½-1 hour) (Only available with $10,000+ packages)
Training	Remote/On-site Training (Based on need and location)	Sold Separately
Development	Custom Development and Testing	Sold Separately
Price	Call or E-mail for additional discounts	By Processor Count 2-16 $995 17-32 $1,950 33-64 $85/Socket (Commercial) $60/Socket (Government) $45/Socket (Academic) 65+ Call or E-mail for additional discounts