Your Extended Team
We've got your back, ensuring your operations run smoothly. We are there for you and always ready to provide the expert support you need, exactly when you need it.
Talk to our team
Why Choose CIQ Support?
Because Your Success is Our Priority.
Need to connect with a kernel developer to squash a critical bug? Require immediate insights from a security expert on a zero-day threat? At CIQ, we're more than just support – we're your expert partners in success.
Expert Help
The CIQ team are experts in their space. We have originated open source projects, are Linux kernel engineers and have spent dozens of years in the HPC space. With support from CIQ, this technical proficiency is an extension of your team.
Your Partner
We believe your success is our success and we will do whatever we can to help you and your team get the infrastructure that runs your applications and services in production and optimized to meet your requirements
Real People
We are real people, not bots. We engage and learn from you so that we can get a complete picture of your environment and understand your unique challenges so we can deliver tailored solutions that drive meaningful results
CIQ Support Options
Forget automated responses. Connect directly with skilled professionals who are genuinely invested in solving your challenges. We're not just technically proficient; we're dedicated to understanding your unique needs and delivering tailored solutions that drive meaningful results. We offer three levels of support to choose from to meet your requirements.
Basic SupportTypically used for non-critical workloads and included with many of our offerings | Standard SupportFor key workloads that require support to navigate issues and ensure uptime | Premium SupportFor mission-critical workloads that require a quick resolution to difficult issues | |
|---|---|---|---|
| Subscription | Included and Available (see chart below) | Available | Available |
| Response Time SLAs | |||
| Availability | 10×5 (NA Zones) | 10×5 (NA Zones) | 24×7 (Global) |
| Severity 1 (Urgent) | 1 business day | 1 business hour | 30 minutes |
| Severity 2 (High) | 2 business days | 4 business hours | 2 hours |
| Severity 3 (Normal) | 5 business days | 1 business day | 4 business hours |
| Severity 4 (Low) | 10 business days | 2 business days | 1 business day |
| Support Channels | |||
| Tickets | |||
| Account Management | |||
| Dedicated Slack | |||
| Scope of coverage | |||
| User Accounts | |||
| Product Inquiries | |||
| Bug Reports | |||
| Onboarding | |||
| Basic Installation | |||
| Basic Configuration | |||
| Troubleshooting | |||
| Issue Investigation | |||
| Installation Help | |||
| Break/Fix |
Your Product, Our Support Coverage
CIQ contributes to a variety of open source projects and commercial offerings that serve as the foundation of your systems infrastructure and each require different levels of support. We provide basic support for most products and advanced support options for all of them. The table below outlines what is included and available for each.
Basic support | Standard support | Premium support | |
|---|---|---|---|
| Rocky Linux from CIQ (RLC) | Available | Available | |
| RLC - Hardened | |||
| CIQ Bridge for CentOS | Available | Available | |
| Fuzzball | Available | Available | |
| Warewulf | Available | Available | |
| Apptainer | Available | Available | |
| Ascender Automation | Available | Available | |
| Ascender Ledger Pro | Available | Available | |
| Other Enterprise Linux | Available |
