Qumulo Care allows you to be incredibly successful with your investment in your Qumulo product.
Qumulo Care provides you with a dedicated Customer Success Manager (CSM). Your CSM will:
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:
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:
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:
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.
Outage, data loss or corruption. Example: Cluster is down or not enough up nodes to form quorum
High business impact, but the cluster is still functional. Example: A node is down but the cluster is still in quorum.
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.
Poor user experience or annoyance. Example: A hover dialog lingers for ~5s after changing.
Cosmetic, other. Example: Change in the background color of a dialog box.
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.