Committed to providing timely resolution of issues in your grid or cluster

Platform Maintenance and Support (M&S) lies at the heart of the success of our organization. We are committed to ensuring that our customers’ grids, clusters or HPC data centers operate efficiently within their unique environments.

Benefits of all Platform Maintenance and Support plans:

• Product updates: You will receive new software releases as they become available, including all releases from small fixes that are specific to your environment, to major new releases with new version numbers.
• Product support: Platform provides technical assistance related to the installation and use of the software.  You can request the assistance when:
  • The software does not perform in accordance with the product documentation
  • You have a question about the Software, (not clearly answered in the product documentation)
  • You need to make a change to your license management server
  • You request a new feature, or a change to an existing feature, of the software

Key Features of Platform Maintenance & Support (M&S):

• 24x7 hotline support for Severity 1 production issues
• Initial Response & Work Plan
• Maintenance & Updates
• Web Portal eSupport
• Request for Change (RFC)
• Question & Answer
• Usage Assistance
• Software Defect Reporting & Fixes

Platform Maintenance and Support (M&S) Entitlement:

You are entitled to receive M&S from Platform, if you are subscribing for M&S and paying the annual M&S fees. These fees are in addition to the fees paid to license the Software. The initial M&S term is for a period of one year, commencing upon your receipt of an email containing the Software license key. After the initial term, M&S can be renewed for successive one-year terms, upon payment of the M&S fees, in advance of each renewal year. In the event that you fail to pay M&S fees, Platform may suspend service provision until overdue amounts are paid in full.

Services requests to Platform Technical Support should be made by “Qualified Contacts” – technically trained and capable individuals who understand your compute environment. Requests to Platform Technical Support that are not from Qualified Contacts may require Platform to designate additional support resources to you as a professional services engagement.

Platform Maintenance and Support Access Options:

Web Portal eSupport

You can take advantage of our web-based self-support available 24 hours per day, 7 days a week (“24x7”) by visiting my.platform.com. The Platform eSupport and Support KnowledgeBase site enables you to search for solutions, submit your support request, update your request, enquire about your request, as well as download product manuals, binaries and patches.

Email Support

Email: support@platform.com

Telephone Support