"Helping our customers break the business performance barrier every day"
The lowest level of support, customers do not have a phone number to call for support of the solution, instead they have the standard support email address (support@machonecomputing.com) to which they can send questions and problems. Mach1 guarantees a 24 hour response time (5 days per week, excluding standard US holidays) to email support but often can diagnose and solve problems much sooner.
Additionally we offer an enhanced version of email support for customers willing to give Mach1 remote access to their systems. This can be accomplished via callback modem, ssh, vpn, SecureID, etc and typically reduces time to solution by 65% or more.
The most popular form of support, customers can either email or phone a problem into our support line phone number. Mach1 guarantees an 8x5 4 hour response (9am to 5pm PST excluding standard US holidays) but often can diagnose and solve problems much sooner if customer administrators are proactive about gathering data regarding the problem.
Additionally we offer an enhanced version of phone support for customers willing to give Mach1 remote access to their systems (this is entirely optional and not a requirement to receive full email and phone support). This can be accomplished via callback modem, ssh, vpn, SecureID, etc and typically reduces time to solution by 65% or more.
Through 3rd party contractors outside the greater Los Angeles area Mach1 computing can have a remote presence at customers around the US and indeed throughout the whole world. Such contractors are skilled Linux and Unix professionals but will operate remotely with the (phone) guidance of Mach1 computing support personnel to provide the required customer solution continuity and HPC familiarity.
Simply email support@machonecomputing.com with your name, current contact information, and description of the issue you are experiencing. Mach1 uses an automated ticketing system for support quality and customer convenience. This system will automatically respond to the user with a ticket number and notify the relevant Mach1 personnel immediately.
For customers who have purchased phone support, please use 1-866-XXX-XXXX (our support hotline is currently under construction). If there is an issue with the hotline, please use (714) 658 4470.
Customers who have purchased the above two options, and have also purchased / first-call and onsite support and need a Mach1 representative onsite, please call the hotline above and register a support ticket. A support representative will call you back and diagnose the requirement for onsite assistance. If the problem can't be solved over the phone, then a service professional will be dispatched.