Atipa has two engineers with "Q" security clearances from the United States Department of Energy. They travel to classified national labs which have restricted access. All Atipa engineers are trained to be sensitive to the security issues of customers’ projects. Our engineers are capable of performing site preparation and verification, hardware and software support, enterprise administration requirements, and equipment layout and installation. When it comes to a VIP project, a dedicated project manager is committed specifically to the project and serves as the customer’s single point of contact from start to finish. This highly-qualified individual works directly with the customer’s IT and administrative staff to coordinate all activities required for the project’s success.

General Cluster Technical Support is provided free of charge to Atipa Cluster Ownership.

Technical support starts when a customer inquires for a quote. We share our knowledge and experience to assist customers in making the best possible decision for procuring a cluster. Atipa sales and support team make recommendations for:

• power and HVAC requirement
• computer room remodeling
• budget allowance on necessary areas defined in customer's terms
• known issues of hardware incompatibility
• on-going stage of software development
• performance expectation
• Market fluctuation of price sensitive items, either up or down

Technical support continues when we configure the customer's orders. Each order is assigned specifically to an Engineer who is provided with the customer's requirements and an Atipa Quality Control Checklist. During the configuration process, customers are welcome to contact the engineer with questions or concerns; the Engineer will also contact customer for specifics if instructions are not clear. Thus, we can assure customers with out-of-box reliability when receiving their orders.

Throughout the ownership of the clusters, we offer phone or email technical support to end users, purchasers, or IT staff. Our response times have been less than 2 hours from receiving requests. Our Support team is periodically updated with technical training from manufactures. Our Lab engineers also assist to identify any potential problems arising in the use of High Performance Computing during the participation of manufacture's research and development of new products.

We constantly generate compatibility and performance information to share with customers during the support process.

Atipa's general support groups can be reached at hwsupport@atipa.com for hardware problems; linuxsupport@atipa.com for clustering issues; swsupport@atipa.com for any other application software related issues. As always, our sales department can be reached at sales@atipa.com.

Contact cs@atipa.com for customer service assurance if any of the above channels doesn't respond to your requests promptly, or if customer has a specific request and needs
to reach a certain department.

As always, our extensive knowledge is to design and support a robust Linux cluster for the data-intensive applications or storage server that complement the network's throughput.

On-Site Installation and Training Consists of:

• Presence of trained staff from Atípa Software Engineering Support Group
• Knowledgeable staff to answer hardware and/or software questions
• Installation of all nodes in the racks, and power-up
• Trained personnel capable of fixing any unexpected on-site problems