Support Service
CIQ is your escalation team
We are an extension of your team to make sure you get the support you need, when you need it. We’ve got your back.
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Why CIQ Support
CIQ is here to empower your success, to be your escalation team. If you need to reach a kernel developer to debug a regression, or talk with a security expert about a zero-day mitigation ASAP, we are here to help! Our support model focuses on ensuring you always have the resources you need to be successful.
Dedicated Customer Success Manager (CSM)
Every CIQ customer is assigned a dedicated Customer Success Manager right from the start. This means you have a single, consistent point of contact who understands your business needs and goals. Your CSM ensures smooth onboarding, provides proactive support, and is there to help maximize the value of your investment with us. With personalized guidance and industry insight, our CSMs are committed to fostering a seamless experience, making sure you get the support needed to drive success.Advanced, Immediate L3 Support
CIQ customers benefit from L3 support from day one, skipping over basic tiers and going directly to top-level technical expertise. Our L3 engineers possess deep knowledge of Rocky Linux, addressing complex issues swiftly and effectively. With direct access to high-level support, you can reduce downtime, maintain peak performance, and avoid unnecessary hurdles. This level of service ensures that your operations stay smooth, minimizing risks and disruptions in your critical infrastructure.Real People, Real Solutions!
Say goodbye to automated responses and impersonal interactions. At CIQ, you’ll be connected directly to skilled professionals who are genuinely committed to solving your issues. Our team isn’t just technically proficient; they’re invested in your success and focused on delivering solutions tailored to your unique challenges. With CIQ, you’re not just a ticket number; you’re a valued partner with real people dedicated to driving meaningful outcomes for your business.What we support
The CIQ support staff can extend your team to provide best-in-class escalation help. You always have access to the answers you need, whenever you need it.
Support Tiers
| CIQ Support Offerings | Standard | Premium |
|---|---|---|
| Subscription Info | Standard Business Day 8:00 am–6:00 pm in your local timezone | 24x7 Support 1 |
| Support Channels | Web & Email | Web & Email |
| Entitlement | Named Technical Account Manager | Named Technical Account Manager Slack Access to TAM 2 |
1 24x7 “Follow the Sun” (FTS) Support for Sev. 1 Issues otherwise standard SLA’s apply
2 Reserved for customers with a 200k+ ARR spend.
A Standard SLA Response Times.
Community Support
Looking for support from the community? Check out these resources created by the communities!
CIQ: An extension of your team
Our team is here to help you with hands-on, real-world support and services that will ensure the reliable delivery of the secure and performant infrastructure for all your workloads.
Enterprise support
Our support engineers are Linux experts and have deep HPC knowledge. They serve as an extension of your team and are available to provide world-class support 24x7x365.
Custom Training
Our training programs span Linux, IT automation (Ansible) and HPC and AI program success. We work with you to customize them for your needs and they are available in person or as virtual classes.
Consultating Services
Whether you are looking to optimize a HPC workload or need help automating the deployment of your infrastructure, our service offerings can help you with direct, expert help to ensure you meet your goals.
Get in Touch
Reach out
Ask a question, request a demo, or say hi by filling out the form.
Contact:
Phone: (800) 220-5243
Email: info@ciq.com