Our support services are designed according to the products, system configuration, installation environment, and service agreement for each customer.

Typical support coverage includes:

• Technical inquiry response
• Hardware fault investigation
• Operating system troubleshooting
• System configuration review
• Remote technical assistance
• Send-back repair coordination
• On-site technical support
• Parts replacement and repair
• Firmware and system update guidance
• System expansion and upgrade consultation

The exact scope and response conditions depend on the applicable support agreement and product configuration.

When a problem occurs, we first confirm the system configuration, symptoms, operating conditions, and recent changes.

Our standard support process is:

1. Receive the support request
2. Confirm the affected system and configuration
3. Collect logs and diagnostic information
4. Identify the likely cause
5. Provide remote recovery instructions
6. Arrange parts, repair, or on-site service when required
7. Confirm system recovery

Depending on the issue, we may also coordinate with the hardware manufacturer, component supplier, or software vendor.

We provide technical support for high-performance workstations, rack servers, GPU servers, and other computing systems supplied or supported by Scalable Systems.

Support may include diagnosis of CPUs, GPUs, memory, storage devices, power supplies, cooling systems, system boards, and peripheral components.

Before contacting us, please prepare the following information:

• System model and serial number
• Support contract or case number, if applicable
• Current operating system and version
• Installed CPU, GPU, memory, and storage configuration
• Connected peripheral devices
• Description of the problem and when it began
• Any recent hardware or software changes

Scalable Systems provides technical support for Panasas and VDURA high-performance storage systems, as well as related storage environments integrated into HPC and data-intensive computing systems.

Our experience with Panasas and VDURA storage technologies enables us to provide local technical support based on our knowledge of the system configuration, operating environment, and customer requirements.

Support activities may include:

• Storage hardware diagnosis
• System health and status review
• Capacity and performance investigation
• Drive, node, and enclosure fault analysis
• Network and connectivity checks
• File system and service status review
• Log collection and technical analysis
• Vendor escalation and coordination
• Replacement and recovery planning

For Panasas and VDURA systems covered by a manufacturer support agreement, Scalable Systems serves as the local technical contact and coordinates the support process with the manufacturer when necessary.

We also provide consultation for system maintenance, expansion, upgrades, migration, and long-term lifecycle planning according to the customer's system environment and operational requirements.

We provide support for operating systems and system software within the scope of the applicable system and support agreement.

Supported environments may include:

• Red Hat Enterprise Linux
• Compatible enterprise Linux distributions
• Microsoft Windows
• Hardware monitoring and management tools
• Storage and network-related system software
• Vendor-provided drivers and utilities

Our support focuses on issues related to the system hardware, operating system installation, device recognition, configuration, drivers, updates, and interaction between system components.

Application-level support is provided separately where agreed.

Support may be provided remotely, by send-back repair, or through on-site service depending on the product and service agreement.

Remote Support
Initial diagnosis, log review, configuration checks, and recovery guidance by telephone, email, or remote communication.

Send-Back Repair
The affected product or component is returned for diagnosis, repair, or replacement.

On-Site Support
A technician is dispatched to the customer site when on-site service is included in the applicable support agreement.

Response times and service hours vary depending on the purchased support option, product, location, parts availability, and contract conditions.

Our support does not end with the initial delivery or warranty period. We help customers maintain stable operation throughout the complete system lifecycle.

Long-term support may include:

• Preventive maintenance
• Periodic system health review
• Replacement parts planning
• Firmware and operating system update planning
• Capacity and performance expansion
• Component replacement and compatibility checks
• System relocation support
• Upgrade and replacement consultation

We also consider future parts availability, product lifecycle, operating system support periods, and changing workload requirements.

Many system problems cannot be resolved by replacing a single component or reviewing a single error message.

A failure may involve relationships between hardware, firmware, drivers, operating systems, storage, networks, applications, power, cooling, and operating conditions.

Because Scalable Systems designs, configures, integrates, and supports complete systems, we can investigate problems from a system-wide perspective.

This allows us to identify the actual cause more effectively and avoid repeated replacement of unrelated components.

Scalable Systems provides a continuous service from consulting and system design through product supply, integration, validation, operation, maintenance, and future replacement.

When contacting Scalable Systems, please provide as much information as possible about the affected system, symptoms, error messages, recent changes, and current operating conditions.

For support inquiries, please use our contact page.

Contact Scalable Systems