Ongoing Product Support
A long-term product partner, not a helpdesk afterthought.
Civic Compute stays engaged after 3COL goes live, helping your institution keep the platform reliable, understandable, and aligned with day-to-day operations. Our support model gives college and research park teams a clear route to answers, accountable ownership, and practical guidance as needs evolve.
Support tiers
Standard
Initial response within 5 business days
Included with every 3COL license. A practical baseline for institutions with a stable operating environment and an internal team managing routine administration.
Enhanced
Faster response SLAs
Available as an add-on for teams that need more responsive operational coverage during active expansion, adoption, or multi-program use.
Enterprise
24/7 support for mission-critical deployments
Designed for the largest institutions and research parks, with documented escalation coordination for deployments where availability has a direct operational impact.
What support covers
Your team has one reliable path for product questions, operational issues, and the guidance needed to keep 3COL working as intended.
- Platform, student/faculty portal, and administrator portal issues
- SLURM scheduling and API gateway configuration questions
- User and account provisioning assistance
- CRAM billing and cooperative revenue reconciliation questions
- Software update guidance and release notes
- A documented escalation pathway for critical issues
“We license 3COL for the long run. Our role is to remain a responsible product partner, not simply a licensor that steps away after deployment.”