Support policy for Quantinuum in Azure Quantum

This article describes the Microsoft support policy that applies when you use the Quantinuum provider in Azure Quantum. The article applies to any of the targets under this provider.

If you're using the Quantinuum provider and hit unexpected issues, you can contact the Azure Support team for help by creating an Azure support case.

In some situations, the Azure Support team will need to redirect you to Quantinuum's support team. You may receive a quicker response by reaching out to Quantinuum directly at QCsupport@quantinuum.com.

Quantinuum support policy - Public Preview

The goal of support is to identify and remedy defects or malfunctions causing the Quantinuum hardware target to fail to perform in accordance with the agreed specifications and documentation (“Problems”). Support only covers the current released version generally available to customers. Although our quantum experts can help you troubleshoot algorithm issues, we're not responsible for any issues, problems, or defects with your algorithm. To minimize programming issues, users are able to run their algorithms through the syntax checker prior to running on hardware.

1.1 Contacting technical support within Quantinuum

To create a support request with Quantinuum, submit an incident report via email to QCsupport@quantinuum.com. The on-call engineer will respond within the appropriate SLA (Table 2). Note that only incident reports that contain all of the following information will notify the Quantinuum team and have the appropriate SLA resolution window. Reports without the necessary information do not trigger this response. All requests must be provided in the English language and are answered in the English language.

Table 1: Support contact information and standard operating hours

Email	Standard operating hours
QCsupport@quantinuum.com	8am – 5pm MST on business days1

¹ “Business days” means Monday to Friday but excluding national, legal, or bank holidays.

The incident report requires the following information:

• Description: A detailed description of the issue you're facing, what you're observing, and any steps you have already taken to triage/understand the issue
• Primary contact: A primary contact name and phone number in case we require more information
• Incident severity: the severity of the incident, according to our severity definitions

Once a report is filed, the Quantinuum team is notified and responds within the required SLA window. You will receive an acknowledgment of the issue once it has been received and the on-call engineer has been notified. The on-call engineer may request more information, or may call you at the contact number listed in the report depending on the severity.

During Reserved (dedicated) Sessions, Quantinuum provides at least one quantum specialist available to you for customer support for the entirety of your dedicated session. Quantinuum reserves the right to change out the specialist during your session, but will use commercially reasonable efforts to ensure the new specialist is prepared to continue providing support.

During queued runs, if your job is running in the general queue and you encounter an issue, you may submit your issue request online at: QCsupport@quantinuum.com. You can expect to receive an answer within three (3) business days.

1.2 Quantinuum severity index and response SLA

If the Quantinuum engineer determines that the issue does not fall within the bounds of our incident response commitments, or does not have the right severity classification, they may opt at their sole discretion to adjust the severity and/or end support if the new severity does not require it.

Certain problems may be easier to address than others, and we may not be able to completely resolve the problem with our initial response. If we're unable to reasonably resolve the problem, we'll make a good faith effort to give an assessment of the issue and an estimated time for resolution.

Table 2: Definition of severity index

Severity	Meaning	Description
Severity 1	Significant impact	System performance degraded below minimum accepted level
Severity 2	Urgent or high impact	Job status has not updated; issues retrieving data
Severity 3	Not urgent	Miscellaneous

The following table shows the Response SLA that is adhered to by Quantinuum for incident reports of the corresponding severity. Note that these define how fast we'll respond to issues – resolution times are not guaranteed.

Table 3: Response SLA for various severity

Severity	Response SLA
Severity 1	Business hours response within 1 hour
Severity 2	Business hours response within 1 business day
Severity 3	Business hours response within 3 business days

Frequently asked questions

Q: What happens if I raise a support issue with the Azure support team and it turns out that a third party provider (like Quantinuum) needs to troubleshoot the issue further?

The support engineer creates a redirection package for you. This is a PDF document that contains information about your case which you can provide to the Quantinuum support team. The support engineer also gives you advice and guidance on how to reach out to Quantinuum to continue troubleshooting.

Q: What happens if I raise a support issue with the Quantinuum team and it turns out that there is an issue with the Azure Quantum service?

The Quantinuum support team helps you reach out to Microsoft and provide you with a redirection package. This is a PDF document that you can use when continuing your support inquiry with the Azure support team.

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

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