Commercial Support by SchedMD®

Contact SchedMD for commercial support

SchedMD only provides Level III commercial support for Slurm®.

SchedMD defines support at three different levels:

  • Level I Support includes activities performed in response to an initial notification or awareness of a suspected problem. Required actions are:

    1. Problem and/or bug validation as a Slurm related issue;
    2. Review of a symptoms/solutions database for known resolutions;
    3. Research to determine whether problem already exists and is reported in a Slurm issue tracking database;
    4. Logging of validated problems into the issue tracking database hosted by contractor;
    5. Ensuring 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;
    6. Follow-up interactions with the reporter of the problem and best efforts to achieve its resolution.
  • Level II Support includes activities performed following the completion of Level I support activities if resolution is not achieved during Level I support. Required actions are:

    1. Make best efforts to reproduce and diagnose the problem;
    2. Make best efforts to resolve or reduce severity of the problems by introducing a work-around, patch or code correction;
    3. Validate any fixes made by conducting regression testing; and
    4. Communicate steps of action or resolution along with any code changes and testing results in the issue-tracking database hosted by contractor.
  • Level III Support includes activities following the completion of activities from Level I and II support without successful resolution of the problem. Required actions are:

    1. Supply successful problem resolution where problem is reproducible;
    2. Validate any fixes made by conducting regression testing;
    3. Develop additional test cases, where applicable, as a result of discovery of root cause;
    4. Communicate steps of action or resolution along with any code changes and testing results in the issue tracking database hosted by Contractor; and
    5. Submit final resolution to the customer and include in the Slurm tree.

When submitting a request for support there are four severity levels available to SchedMD customers:

Severity Levels

  • Severity 1 — Major Impact

    A Severity 1 issue occurs when there is a continued system outage that affects a large set of end users. The system is down and non-functional due to Slurm problem(s) and no procedural workaround exists.
  • Severity 2 — High Impact

    A Severity 2 issue is a high-impact problem that is causing sporadic outages or is consistently encountered by end users with adverse impact to end user interaction with the system.
  • Severity 3 — Medium Impact

    A Severity 3 issue is a medium-to-low impact problem that includes partial non-critical loss of system access or which impairs some operations on the system but allows the end user to continue to function on the system with workarounds.
  • Severity 4 — Minor Issues

    A Severity 4 issue is a minor issue with limited or no loss in functionality within the customer environment. Severity 4 issues may also be used for recommendations for future product enhancements or modifications.
Please note that the "Severity 6 — No support contract" severity level will be automatically set on submissions from non-SchedMD customers, and will generally not receive attention from the SchedMD developers.
Click here to submit a request for support