Intel® Solutions for Lustre* Reseller Program - Support Level Definitions

Level 0, Required Actions to be Taken by Reseller are:

  1. Respond to phone call from End User, or to other means by which End Customer has contacted Reseller.
  2. Check if problem and/or bug is a valid Lustre* software or Intel® Software related issue.
  3. Check if a current paid support contract is in place between Reseller and Intel, with respect to this End Users installation.
  4. Create the initial ‘ticket’ on behalf of this End User in the Intel Online Issue-Tracking Database.
  5. Maintain the flow of communications with the End User during all phases of the support during the issue resolution.

Level 1, Required Actions to be Taken by Reseller – Elite (Unless Intel Level 1 Support is Purchased):

  1. Provide relevant information about the End User’s environment, setup and configuration.
  2. Check the Intel Online /Lustre community issue tracking databases to see if this is a ‘Known Problem’ and if so, whether a ‘Known Solution’ exists
  3. Ensure that the issue tracking entry provides a complete and well-described report of the problem including the assigned level of support working on the problem and its severity.
  4. Follow-up interactions with the end user during all phases of the support and best efforts to achieve its resolution.

Level 2, Required Actions to be Taken by Reseller - Elite (Unless Level 2 Support is Purchased):

  1. All of the Level 0 and Level 1 activities
  2. Make commercially reasonable efforts to reproduce and diagnose the problem using either the end customer system, or partner laboratory system
  3. Make commercially reasonable efforts to resolve or reduce severity of the problems by introducing any known work-around, patch or code correction.
  4. Validate whether any fixes provided by Intel resolve the problem.
  5. Communicate steps and actions taken as well as a possible resolution along with any code changes and testing results in the Intel Online Issue-Tracking Database.

Level 3 (Always Purchased From and Provided by Intel Directly):

  1. The resolution of “Level 3” issues is the core service provided by Intel® for Intel® Solutions for Lustre* software support.
  2. By definition, this will generally require a ‘code fix’ developed by Intel® engineers, which is tested and validated and provided to Partners in the form of a maintenance release or a ‘hotfix’.
  3. Intel engineers will also communicate any steps of action or the resolution along with any code changes and testing results in the Intel Online Issue-Tracking Database.
  4. And submit the final resolution to the Lustre Master Tree, issue a ‘hotfix’ or perform updates to the Intel Software code base, as appropriate.”