The Red Oak Managed Services support team comprises of highly skilled HPC specialists ensuring all your users and researchers have a seamless route to HPC support. To give that extra assurance our HPC Managed Support team have all completed the ITIL Foundation course. Working as part of the ITIL framework means our experts follow and execute the most widely adopted guidance on IT service management (ITSM) in the world. Our HPC and Cloud certified support team all have extensive experience. With backgrounds in both the academia and corporate sectors either as users, engineers, solutions architects, or software support agents, we guarantee only the best levels of service for all our customers.

We recognise the level and depth of support required will not be the same for every company. Therefore, we have created an approach which reflects the varying degrees of support dependant on a customer’s requirements. Our offering is structured to cover all aspects of user support, from incident logging to cost and usage analysis. Our Managed Support Service encompasses three very distinctive areas. Our support not only focuses on the user and their experience, but ensures you get sustainability from your chosen HPC solution: - Productivity, value, and efficiency.

HPC System Admin Support:

Our team of highly skilled HPC Sys Admin experts will be available to assist and support your HPC users regardless of issue. All users will have access to professional, efficient support for any HPC reactive situation. All incident management and troubleshooting will be handled by our team through a ticketing-based access platform.

Our support team will conduct monitoring, patching & updates, system & usage reporting, and ticket analysis helping you to fully understand the issues and ways in which enhancements can be implemented.

Business oriented reporting:

Focus here is to give you the information and data behind the solution. You will have access to; KPI analysis, cost & budget planning, and ESG reporting.

Cost & usage analysis:

Understand the cost to your business, identifying areas where money could be saved. Focus here is to give you the analysis of usage patterns, and implementation planning.

Red Oak Managed Services will provide the skill and expertise to support the current HPC system and the future system upgrade. Our team of HPC specialists will perform the tasks of a Sys Admin role. An outline of those tasks will include:

HPC User Access Management & Support;

Incident Management: Including HPC scheduler & queue issues, HPC Cluster issues (nodes & Jobs);

Weekly / Monthly Reporting;

Access to a self-help knowledge base;

Standard Workload Support;

Standard Software Support;

Automated Installation Package Management;

Maintenance, configuration, and deployment of HPC Workloads;

Maintenance middleware (MPI, Compilers etc);

Install user applications (patches, releases);

Configure s/w runtime environments;

Installation of bespoke packages;

Compiling software / Issues;

Replicate User Experience with Sys Admin;

Cluster Maintenance / Upgrades;

Image Management and Provisioning;

Problem Management and memory issues;

Sys Admin support will be conducted remotely, from the UK. Our hours of operation are Monday – Friday excluding bank holidays from 0800 to 1800 hours. We can offer various routes into our support team who will be completing the role of a Sys Admin. For speed, transparency, monitoring and reporting purposes we strongly recommend any issues are logged through our central platform. Utilising the Red Oak portal will give the user visibility of their issue status in a transparent, live environment.

Key Performance Indicators form an essential role in any support relationship, demonstrating both capability and responsibility to the user and business in general. Red Oak Managed Services, is no different and we work to the stringent KPI's ensuring all issues are handled promptly in a proactive, skilled manner.

With an enhanced user experience matched with knowledge of the system, our team of specialists ensure your HPC solution remains effective and efficient. We will continue to provide guidance and recommendations to meet the needs of your business.

HPC Managed Services

by Red Oak Consulting