Support Services for Stratus ztC EnduranceTM
Overview
Best-in-class support services have one goal—enabling peak performance and long-term continuous system availability and uptime for your critical applications. Penguin Solutions® Support Services provide proactive support to meet your specific requirements and ensure the health of your Stratus ztC EnduranceTM platform and its underlying hardware and software components.
Expert support and unmatched fault tolerance provide complete peace of mind
Key Features
• Global service infrastructure with availability experts that ensure peak performance and prevent downtime
• 24/7/365 system monitoring by the Penguin Solutions team provides peace of mind
• One stop platform and operating system support
• Over 99% of issues are resolved remotely, enabling faster recovery
• Service calls answered 24/7 by a live person
• Service engineers are experts with average tenure of more than 18 years
• Proactive health monitoring supports automatic ordering of required replacement parts, delivered the following business day
• Support available for 2X average platform lifespan compared to traditional server hardware
Penguin Solutions Support Services maximize platform availability
Penguin Solutions zero-touch computing platforms provide the most efficient way for leaders to digitally transform mission-critical operations for continuous availability and predictability with less risk. Stratus ztC Endurance raises the bar for computing reliability, with intelligent, predictive fault tolerance that delivers seven nines (99.99999%) availability. The platform’s built-in self-diagnosing health monitoring prevents disruption, downtime, and data loss. Stratus Automated Uptime Layer with Smart Exchange™ (Stratus AUL - Smart Exchange) software continuously monitors more than 500 system elements in order to identify, manage, and report potential faults—and take action when necessary—before your system is affected. When paired with Penguin Solutions Support Services, our computing platforms deliver unmatched reliability through our proven philosophy of integrated support, services, and platforms to deliver a complete availability solution.
Penguin Solutions Support Services complement the platform’s builtin self-diagnosing system health, including alerts, which facilitate support functions such as remote monitoring, root cause determination, proactive issue resolution, and frictionless serviceability. Avoiding performance issues has never been easier. With Stratus ztC Endurance and Penguin Solutions Support Services, you get the highest availability for your Microsoft Windows Server, Red Hat Enterprise Linux, and VMware vSphere operating environments.
Proactive health monitoring
Penguin Solutions Support Services provides 24/7/365 coverage, no matter where your servers are located.
Penguin Solutions proactive availability management combines our advanced computing technologies with industry best practices backed by more than four decades of availability expertise. Penguin Solutions support technicians monitor your systems via our secure global Stratus ActiveService™ Network (Stratus ASN). With information provided by the Stratus AULSmart Exchange, these experts stand ready to diagnose and remediate complex issues remotely 24/7/365.
In addition to Stratus ASN, you can choose to integrate monitoring and alerting with your existing tools using SNMP and other protocols to set up alarms and notifications that meet your needs. Penguin Solutions cost-effective service options guarantee on-demand service no matter where your system is located. No more waiting for a repair technician to show up: Anything a service technician can do onsite, Penguin Solutions service engineers can do remotely. Our experts work in tandem with your IT team to resolve problems online 99% of the time, all while your business applications and operations continue to run as normal.
Your single source for comprehensive support
Maximize the performance and value-add of your Stratus ztC Endurance platform with Penguin Solutions Support Services. Penguin Solutions provides a single source of accountability for complex support issues involving interrelated platforms, system software, and operating systems (OSs). Our global critical situation management system gives you priority and responds to critical service requests within 30 minutes or less.
As a result, you can deploy and maintain your Stratus ztC Endurance platform with less effort, worry, and aftermarket cost, while operating them for twice the lifespan of servers, clusters, or industrial PCs (IPCs) from other vendors.
Root cause analysis prevents problem recurrence
Stratus AUL - Smart Exchange reports a depth and frequency of diagnostic information that is unmatched in the industry. Hardware and software issues are captured, analyzed, and reported directly to Penguin Solutions. These in-depth diagnostics give Penguin Solutions support engineers the detail they need to identify the root cause of issues related to hardware or operating environment. Our engineers can also draw on configuration information, including firmware revision levels and complete incident histories, to diagnose and remediate any challenges that arise.
Penguin Solutions service management platform tracks system events across the entire installed base to identify and address concerning trends before they pose a problem. This data also helps us improve future product releases and service capabilities.
Online support tools
Penguin Solutions comprehensive set of online support tools provides access to critical information:
• Global incident management system allows you to submit, track, and resolve issues quickly and easily.
• Penguin Solutions knowledge base provides access to thousands of known problems and solutions based on more than 40 years of availability expertise.
• Comprehensive support library includes product manuals, release notes, software patches, site planning guides, and more.
Penguin Solutions takes ownership of complex interrelated hardware, software, and connectivity issues when vendor responsibility is not immediately clear.
Enhance operation of your Stratus ztC Endurance platform with Penguin Solutions Support Services
Our service options include:
Total Assurance
Penguin Solutions industry-leading zero-touch edge computing platforms backed by Penguin Solutions Support Services deliver the most reliable—and best supported—edge infrastructure solution so that you can focus 100% of your time on operations.
Our Total Assurance coverage for Stratus ztC Endurance provides top-priority support for customers with mission-critical applications. Total Assurance support offers a comprehensive set of proactive and reactive services for our hardware and software and third-party OSs sold by Penguin Solutions.
Comprehensive OS support: Collaborative services with our partners enables us to isolate the root cause of OS issues in order to get to a permanent fix. As a Microsoft Gold Certified Partner, Penguin Solutions has the highest level of certification for quality and customer satisfaction. For customers working with Red Hat Enterprise Linux or VMware vSphere OS, we will work collaboratively with your OS subscription support provider to resolve Penguin Solutions hardware and system software issues.
Virtual Machine Root Cause (vmRC): This is a unique service offered exclusively by Penguin Solutions for customers who require root cause determination for Red Hat and Microsoft Windows guest OSs sold and supported by Penguin Solutions.
The Total Assurance package also includes:
• Penguin Solutions Uptime Guarantee
• Priority critical situation management
• Vendor collaboration
• Full OS support
• Around-the-clock system monitoring
• 24/7/365 engineer response to critical calls within minutes
• General root cause problem determination
• Stratus AUL - Smart Exchange software subscription
Extended Platform Support
Our Extended Platform Support coverage is designed to maximize your IT infrastructure availability. Penguin Solutions availability experts provide expert support and work with your team to resolve hardware and software problems with Penguin Solutions products. This plan includes the following services:
• Around-the-clock system monitoring
• 24/7/365 engineer response to critical calls within two hours
• Remote monitoring and troubleshooting
• Stratus AUL - Smart Exchange software subscription
• Advanced Parts Exchange
Penguin Solutions Support portfolio
For Stratus ztC Endurance systems running Microsoft Windows Server, Red Hat Enterprise Linux, and VMware vSphere operating environments
Penguin Solutions Support for Stratus ztC Endurance Coverage Features
Uptime Guarantee1
Vendor collaboration
Full OS support (including root cause)2
Priority critical situation management
Emergency onsite response3
General root cause problem determination
Uptime assurance layer software upgrades (AUL - Smart Exchange, Firmware, BMC, BIOS)
Remote access troubleshooting
Total Assurance
Extended Platform Support
Proactive system monitoring (ASN) 24/7/365 24/7/365
Initial incident response (web, phone, email, alerts) 24/7/365 24/7/365
Hardware and software support response (critical)
< 30 minutes < 2 hours
Advanced Parts Exchange Next business day Next business day
Media Retention Supplemental Service Optional Optional
Virtual Machine Root Cause (VMrc) Supplemental Service Optional
Penguin Solutions Service Portal Access
Contract term 1-10 years
years
1. Provides financial protection against any unplanned downtime. Only Penguin Solutions offers this level of commitment to availability. Terms and conditions apply.
2. When Red Hat Enterprise Linux is purchased from Penguin Solutions, customers are required to order the software license, Support and Subscription (SnS) service, and a Stratus ztC Endurance advanced computing platform.
3. Where available. Seven nines (99.99999%) availability of the Stratus ztC Endurance computing platform is based on requirements that customers only use parts authorized for Stratus ztC Endurance, maintain an active Penguin Solutions Support contract, and perform system updates recommended by Penguin Solutions.
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Contact Us
For sales queries, please contact sales@penguinsolutions.com
To learn more about Stratus ztC Endurance and other Penguin Solutions products, please visit: www.penguinsolutions.com © 2025 Penguin Solutions, Inc. All rights reserved. Penguin Solutions, Penguin Computing, OriginAI, and ICE ClusterWare are trademarks or registered trademarks of Penguin Solutions. All other product names, trademarks, and registered trademarks are the property of their respective owners. All company, product, and service names used in this document are for identification purposes only. Use of these names, trademarks, and brands does not imply endorsement.