Qumulo Care

Qumulo Care allows you to be incredibly successful with your investment in your Qumulo product.

Download Qumulo Care Data Sheet


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    Customer Success Managers

    Qumulo Care provides you with a dedicated Customer Success Manager (CSM). Your CSM will:

    • On-board you with Qumulo and ensure you receive the maximum value of your Qumulo product.
    • Act as your primary contact for all of your questions, support requests, upgrades and feedback related to your Qumulo cluster.
    • Provide valuable insights and recommendations to help you manage your Qumulo cluster. Your CSM is highly skilled at managing large scale storage environments.
    • Conduct regular calls with you to help better understand your needs and address any questions or concerns


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      Cloud-Based Monitoring

      Qumulo Care Cloud-Based Monitoring remotely monitors and reports on your cluster uptime, performance and capacity usage over a secure VPN connection. Cloud-Based Monitoring:

      • Provides pro-active online monitoring of your Qumulo cluster.
      • Provides monitoring for Qumulo Core software as well as hardware events such as capacity triggers, latency, throughput, IOPS and disk and node failures

      capacity-activity


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        Online Qumulo Community

        The Qumulo Online Community allows you to network and engage with other Qumulo customers and users. The community provides a centralized location for software release notes, new Qumulo Core builds, knowledge base articles, videos, tutorials and more. With the Online Qumulo Community you can:

        • Collaborate with other Qumulo Customers and Qumulo employees.
        • Exchange ideas and provide feedback directly to Qumulo.
        • Stay current with the latest news and software releases from Qumulo.
        • Browse and search the Qumulo Core Knowledge Base articles.

        Visit Online Qumulo Community


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          Qumulo Core Open Source Community

          The Qumulo Core Open Source Community contains applications built by and for Qumulo customers using the Qumulo Core API’s. The Qumulo Core Open Source Community allows you to:

          • Access the latest Open Source applications built with the Qumulo Core APIs.
          • Learn and collaborate with others on how to leverage the power of the Qumulo Core APIs
          • Contribute and share your own applications using the Qumulo Core APIs.

          Qumulo & Github Logo

          Visit Qumulo Core Open Source Community


Qumulo will assign a severity level for each technical problem based on Customer’s description of the problems. Qumulo’s SLAs are dependent on the severity level assigned to the customer problem as per the table below.

Severity
Description
Response Times
0

Outage, data loss or corruption. Example: Cluster is down or not enough up nodes to form quorum


2 hours; 24x7
1

High business impact, but the cluster is still functional. Example: A node is down but the cluster is still in quorum.


2 hours; 8x5 PT
2

Bad bug, but a workaround is available. Example: Poor performance if you Is and dd from the same client. The workaround could be to mount to two different nodes and run Is against node 1 and dd against node 2.


2 hours; 8x5 PT
3

Poor user experience or annoyance. Example: A hover dialog lingers for ~5s after changing.


6 hours; 8x5 PT
4

Cosmetic, other. Example: Change in the background color of a dialog box.


6 hours; 8x5 PT

Hardware replacement: Advance replacement, next business day
FRUs: HDD, SSD, power supply, fans, optics and cables



If you have any questions or need assistance with your Qumulo product, please submit a customer support request and we will be in touch with you shortly.