The Support Retainer provides ongoing reactive technical support for customers with workloads running on PaletteAI. ISC engineers are available to troubleshoot issues, answer questions, and provide guidance on a retainer basis. Three tiers offer flexibility based on your team's needs.
Phase 3: Operate & Enable
Support Retainer
Ongoing reactive technical support for your PaletteAI environment. Three tiers offer flexibility based on your team's needs and SLA requirements.
Overview
What you get
- Reactive troubleshooting for workload and platform issues
- Guidance on Cluster Profile updates and best practices
- Support for GPU resource optimization
- Assistance with platform upgrades and patches
- Monthly operational reports
- Knowledge base articles for recurring issues
Quick facts
Phase 3: Operate & Enable
Prerequisite: Workloads in production
Can upgrade to: Fully Managed Service
Feature comparison
| ESSENTIALS | STANDARD | PREMIUM | |
|---|---|---|---|
| SLA response time | Business hours | 4-hour response | 1-hour response |
| Monthly reports | Yes | Yes | Yes |
| Quarterly reviews | -- | Yes | Yes |
| Platform upgrade support | Guidance | Assisted | Managed |
How It Works
1Onboarding
ISC reviews your environment, sets up communication channels, and establishes SLA monitoring.
2Ongoing Support
Submit tickets via your preferred channel. ISC engineers troubleshoot, resolve, and document findings per your SLA tier.
3Reporting & Reviews
Monthly operational reports for all tiers. Quarterly business reviews for Standard and Premium tiers, with optimization recommendations.
Deliverables
- Dedicated support channel and ticketing
- SLA-backed response times per tier
- Monthly operational reports
- Quarterly business reviews (Standard and Premium)
- Platform upgrade support and guidance
- Knowledge base articles for recurring issues
This is for you if...
The Support Retainer is for organizations with PaletteAI workloads in production that need expert backup for their platform team. It's the right fit if your team can handle day-to-day operations but wants ISC engineers on call for escalations and complex issues.
If you need proactive, full-time management, consider the Fully Managed Service instead.
Keep your workloads running
Expert support from the engineers who deploy and run PaletteAI every day.