Single call for all hardware and software infrastructure support
Availability and performance experts that drive peak system operations and prevent downtime
Choose the level of support that is best sized for your requirements
Up to 24x7 support, optional 30-minute response time and field service calls within 4 hours.
Expert in-house Support Service engineers with an average tenure over 18 years
Greater than 98% Support Services customer satisfaction
Penguin Solutions Support Services complement our solutions with a single focus—to enable our customers to deliver long-term, continuous advanced computing for their end users. To ensure peak performance and minimal downtime of your system, Penguin Solutions offers proactive, consultative support services based on your environment. Our support services maintain the health and performance of your infrastructure, including its underlying hardware and software components, by giving customers access to a Center of Excellence at-the-ready.
Penguin Solutions Support Services provide peace of mind. Our support teams have the specialized experience and training required to deliver continuous system availability and uptime for your mission-critical applications running on accelerated compute infrastructures. With live-person phone support and a range of dedicated support services, we free up your team to focus on value-add priorities instead of break/fix issues. Our tiered services allow you to choose the level of support that is best sized for your requirements.
We have been keeping complex and critical compute infrastructures of all sizes running smoothly for over two decades.
Our unmatched AI and HPC computing expertise provides an expert team at-the-ready to troubleshoot your computing infrastructure issues and deliver onsite support, including spares management. Our support services are designed to meet a range of needs, from Platform Support, which includes 9x5 business-hour technical assistance and next-business-day onsite support, to Total Assurance, offering 24x7 technical support and 4-hour onsite service for Penguin Solutions hardware, related components, and software.
Support Services provide a single point of contact for all Penguin Solutions infrastructure, platform, and operating systems issues with greater than 98% customer satisfaction.
Technical support staff averages more than 18 years of direct experience with Penguin Solutions hardware platforms and associated components and software; all support is delivered by Penguin Solutions employees.
Support Services stocks spare parts*, which are a key requirement to minimize unplanned downtime, lower maintenance costs, and avoid business disruptions.
Service Entitlement
Technical Support Availability
Support Response Times:
1
Severity 2
Severity 3
Onsite Field Service
Access to Software Updates
Customer Portal Access
Access to Sr. Support Engineer
Vendor Collaboration
Full OS Support
Technical Account Manager
Quarterly Service Review
Incident (Sev 1) Root Cause Report
Software Upgrade Planning & Development Assistance
Advance Part Exchange (excludes GPU)
Return to Depot Shipping
Media Retention (Non-volatile memory)
* GPUs are handled separately through the RMA process.
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