PSSC Labs warranty is comprised of three components. Hardware Support, CBeST (PSSC Labs Installed Software) Support and our Silver Lining Remote Support service.
Each system includes a THREE year return to depot hardware warranty (unless otherwise noted). The warranty services coverage is limited only to PSSC Labs manufactured systems specified on the quotation or technical specifications document. Under no circumstances will the hardware warranty be extended to peripherals or other components added by anyone other than PSSC Labs. Any negligent or malicious treatment of system hardware including but not limited to improper computing environment, unacceptable operating room temperatures, inappropriate firewall as specified by PSSC Labs is considered grounds for voiding warranty service. Shipping costs to PSSC Labs are the responsibility of the end user. PSSC Labs is responsible for all return shipping cost. Contact your Sales Representative for additional year pricing. In order to reduce system down-time, PSSC Labs strongly recommends purchasing our System Maintenance Kit. This System Maintenance Kit includes system components most likely to fail (hard drive, power supply, items with moving parts). On-Site Hardware Support Services are available for up to three years. On-Site Hardware Support Services can be purchased on an annual or per incident basis. Contact your Sales Representative for annual and per incident pricing.
PSSC Labs can preinstall and test the CBeST™ Cluster Management Toolkit. PSSC Labs is responsible for the integration of various software packages (commercial and open source) that constitute CBeST. PSSC Labs is not responsible for making changes to the source code, writing custom scripts or debugging any third party software application (commercial and open source). As part of CBeST installation, PSSC Labs Cluster Technicians will need to establish internal system network configuration settings. These settings (including domain name) can not be changed without prior notice to PSSC Labs. Making internal system network changes without PSSC Labs consent is prohibited and can void the warranty. No custom configuration, customer scripts or other software changes are included.
CBeST Support is included for one year. During this time, the end user may contact PSSC Labs an unlimited number of times via email and telephone. Our Cluster Technicians are available to discuss the cluster network settings and installed CBeST packages. Cluster Technicians may refer to system manual or online information. If necessary, Cluster Technicians can log into system to verify proper CBeST functionality. If CBeST is not functioning properly, Cluster Technicians can ONLY return system to proper factory installed condition. If during the support process, PSSC Labs determines that the system is not functioning due to unauthorized system changes or unacceptable computing environment (as specified in the site preparation guide) the customer will be notified and sent a void of warranty notification. The end user will have 30 days to return system configuration to factory installed settings at which time PSSC Labs can reinstate the warranty. Cluster Technicians can be contracted in order to return system to factory installed conditions. Additional years support (3 year maximum) are available. Contact your Sales Representative for additional year pricing.
Silver Lining Remote Support (SLRS) is available for up to three years. It is not included with the purchase price of the system. With SLRS, PSSC Labs Cluster Technicians assist in the monitoring, maintaining and managing of the system. PSSC Labs does not replace the system administrator but does offer an added level of support for the system administrator. SLRS is ideal for environments that lack a dedicated or experience system administrator. With appropriate network access, our Cluster Technicians can monitor the hardware status as well as environmental conditions. SLRS can act as a preventative measure to ensure system health. Our Cluster Technicians are a available to help configure user settings, set up / run batch queues and diagnose MPI run issues. PSSC Labs is not responsible for supporting third party applications. Our Cluster Technicians are available to work with the application developer to determine why application is not functioning on the system. If simple system changes can be made to properly run third party application, our technicians will make those system changes. If more advanced system changes are required (or possible) PSSC Labs may offer additional support services. PSSC Labs does not guarantee that ALL applications run on our systems. It is important to check application compatibility with application developer and PSSC Labs Sales Representatives. PSSC Labs has certified their system compatible with several third party applications already.
In no event will PSSC Labs be liable to the customer for lost profits or any form of indirect, special, incidental, or consequential damages of any form from any causes of action of any kind with respect to any order, whether based on breach of contract, tort (including negligence), or otherwise, and whether or not the other party has been advised of the possibility of such damage. Recourse is limited only to the value of the purchase price.
