Support

All Atipa system products are shipped with a 3-year hardware warranty and basic and standard services. Under this standard service plan, the Atipa technical team will diagnose any reported issue, identify parts needed for replacement, and ship the needed parts to the customer’s designated site. After the issue is resolved, the customer will ship back the problematic part with a pre-paid return label provided by Atipa. Optional advanced services and warranties are available and vary by product family and region. The warranty program is not transferable and applies only to direct customers who purchase products from Atipa Technologies.

Please see below for specific warranty levels and the services that they include:

 

  • Depot Warranty: 3 year hardware warranty.
  • Silver Warranty: 3 year clustering support including hardware and factory-installed clustering software.
  • Gold-On-site Warranty: 1 to 3 year warranty with field technician available to replace part NBD
    • Depot and Silver Warranty plans cover both incoming and outgoing UPS Ground freight prepaid.
    • Gold-On-site Warranty plan covers both incoming and outgoing UPS NBD freight prepaid.
  • Standard Support: Included in Depot and Silver Warranty Programs: Knowledgeable help desk support for systems.
  • Platinum Support: Included in Silver Plus and Gold-On-Site Warranty Programs: Support by Senior Clustering engineers or engineers with ‘top secret’ security clearance.

Other options may include:

 

  • Option A: On-site HPC engineer support and part replacement.  Available for any of the above programs.
  • Option B: Spare Parts Kit at customer site available for fast turn-around.  Available for any of the above programs.
  • Option C: Extended support for after business hours and holiday hours.

 

Additional services available by request:

 

  • Multi-day training classes
  • Compiler and libraries performance tuning
  • Dedicated on-site engineer

 

  • Fully qualified hardware/software engineer
  • 24/7 availability
  • Overnight shipping for parts cache replenishment

Need Support Now?

 

Atipa provides a single point of contact for all your support needs.  Unlike traditional support organizations, typically overwhelming customers with various support and escalation levels, Atipa connects you to the top support resource right away. This translates into talking to advanced support resources, without the need for spending hours talking to first level support. No escalations required.

Atipa support is available Monday to Friday, 8:00 A.M. to 5:00 P.M. Central Standard Time.  A Technical Account Manager (TAM) at Atipa is assigned to track and update each and every service event in order to ensure prompt service and issue resolution.

 

Atipa support is available Monday to Friday, 8:00 A.M. to 5:00 P.M. Central Standard Time.  A Technical Account Manager (TAM) at Atipa is assigned to track and update each and every service event in order to ensure prompt service and issue resolution.

 

To obtain the fastest, most appropriate warranty service for your Atipa product, please fill out the form below. A proof of purchase is necessary for warranty service, and warranty service is only applicable if you are the original owner of the product.

Please completely fill out this form.

 

If you need assistance, contact hwsupport@atipa.com or call (785) 841-9559 for support.

 

                            RMA Form

 

 

An RMA # will be issued within 4 hours.  The RMA # is only valid for 15 days and must be included with the package. You are responsible for the replacement price of parts that are not returned, and for those damaged in transit due to improper packaging.  If parts return shipments are not received, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. To avoid damages, please pack the product with necessary and sufficient packing materials.  Atipa will not be responsible for any damages or lost items.

 

Please ship to: Atipa Technologies, 4921 Legends Drive, Lawrence Kansas, 66049.

 

Thank you.

Contact Us

(785) 841-9559

sales@atipa.com

4921 Legends Dr.

Lawrence, KS 66046

Q Security

Clearance

Engineers

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