Open Source Escalation Support. From the Source.
Open source software offers benefits to enterprises that go far beyond cost savings. These include enhanced security, more flexibility, and faster time-to-market. But where do you go when you need dedicated escalation support for open source?
When it comes to Rocky Linux, Apptainer (formerly Singularity), and Warewulf— three leading open source technology projects, all of which were created by our CEO, Gregory Kurtzer— there is no deeper bench of technical resources anywhere in the world than CIQ. Whether you’re just getting started bringing Rocky Linux into your software infrastructure, or building an advanced High Performance Computing (HPC) cluster, we have experts available who can help you advance your mission, 24x7x365.
One Click, Email, or Call to Resolution.
The first person you talk with will be the person that stays with you through resolution. We don’t route you to a call center or Level 1 support technician who doesn’t have the knowledge to solve your issue.
At CIQ, we are open source-first. And that directs everything we do. For example, when we fix bugs, code changes are submitted/pushed to the community.
If you need a custom version of Rocky Linux for your particular use case, we will create that as a custom offering and support it as if it were the base Rocky Linux.
Our innovative and industry-leading support and service models are designed to meet the needs of your particular organization.
Browse our standard and advanced Service Level Agreement options.
We offer support for Rocky Linux, Apptainer, and Warewulf used individually or in any combination. Let us help you put these revolutionary open source technologies to work in your infrastructure, whether for business-critical applications, artificial intelligence/machine learning (AI/ML), web hosting, or High Performance Computing (HPC).
CIQ, Open Source to the Core
At CIQ, the Open Source Ethos informs all that we do. That’s why we encourage our customers to engage with the Community directly to learn first-hand about the many advantages of Rocky Linux. Our goal is to add value on top of Rocky Linux and other key open source technologies in the form of escalation support, customization, optimization, integration, and professional services.
|CIQ Support Offerings||Standard||Advanced|
|Hours of Coverage||Standard Business Day 6am–6pm PT||24×7|
|Support Channels||Self Help, Phone, Tickets, Email & Chat||Self Help, Phone, Tickets, Email & Chat|
|Number of Cases||Unlimited||Unlimited|
|Escalation Efforts||User, System Administration, and Security Escalation||Dedicated Point of Contact for User, System Administration, Security, Engineering, and Development Escalation|
|When By the Person||Unlimited Nodes, Containers, Virtual Machines||Unlimited Nodes, Containers, Virtual Machines|
|Response Times||Initial Response||Ongoing Response||Initial Response||Ongoing Response|
|Severity 1||1 Business Hour||1 Business Hour||15 Minutes||1 Hour|
|Severity 2||6 Business Hours||6 Business Hours||2 Hours||2 Hours or Agreed|
|Severity 3||6 Business Hours||1 Business Day||2 Hours||1 Day or Agreed|
|Severity 4||6 Business Hours||1 Business Day||2 Hours||1 Day or Agreed|
THE CIQ SUPPORT PROMISE
We Support People, Not Sockets or Cores. People.
Whether for IT infrastructure or cutting-edge research, we believe in empowering people to do amazing things. When people succeed, teams succeed, and when teams succeed, organizations succeed. We start where it matters most: with the people.
With this model, we don’t count, audit, or bill for systems, entitlements, cloud instances, virtual machines, or containers because they don’t count. It’s the people who count.