HS-SA-01 / Where the engineers live
Where the on-site
engineer is already on the calendar.
Eight US metros carry a Helmstone engineer on the calendar — no dispatch lag, P1 tickets turn into a truck on the road before the four-hour window closes. Outside those metros the contract still covers, but the order of operations shifts: remote mitigation first, on-site second.
Map last reconciled ; cross-references the SLA on /support (last updated ).
HS-SA-02 / Coverage map
Eight metros on the calendar.
Everything else, remotely first.
Click a pin to open the local-team contact and the on-site response windows. Geography is illustrative — the dot is the claim, not the tile.
Contiguous US · priority metros
Tile shapes are an illustration, not a survey. The dots and engineer counts are the contract — the same numbers back the metro cards below and the priority-metro list on /support.
Selected metro
San Francisco Bay Area
CA · North America · Tier 1
North America · Tier 1
On-site burn-in validation, RMA swap-out, and field servicing for purchase orders and fleet rollouts across the Bay.
Local team contact
Field Service Lead · SF Bay Area
6 engineers on the calendar
Mon–Fri, 08:00–18:00 PT · 24/7 P1 paging
Same-day, on-site engineer dispatched within 4 business hours.
Next-business-day remote triage; on-site if root cause is hardware.
Scheduled within the next qualified update batch (usually weekly).
HS-SA-02b / Priority metros
One engineer on the calendar in each metro.
Same SLA wording as the matrix on /support, with the on-team engineer count and weekly hours added per metro. P1 thermal faults hit on-site within four business hours; P2 performance regressions triage remotely first and go on-site when the root cause is hardware.
HS-SA-03 / Worldwide fallback
Outside the priority metros,
the contract still covers.
The SLA does not end at the Tier-1 border. Remote mitigation in 48 hours, parts shipped the next business day, and on-site within 72 hours if the workaround cannot hold — that is the contract for every other US and EU site we have shipped to.
HS-SA-03 / Worldwide · Tier 2
Direct engineering contact within four business hours. Workarounds run over a secure remote channel — diagnostics, driver pinning, thermal logging — and the depot cross-ships a qualified replacement if the unit cannot be returned to spec within five business days.
- 48hRemote mitigation. A workaround the buyer can stage without a truck roll.
- NBDNext-business-day parts. Spare GPU, host memory, storage, PSU, and chassis-fan kits ship the next business day from the closest depot.
- 72hOn-site second.If remote mitigation cannot hold, an engineer is on the road — typically within 72 hours, capped at the next engineer tour into the buyer's region.
HS-SA-04 / Cross-link
The map is one page in three others.
The on-site footprint is constant — it is what every Helmstone workstation ships with. The map is the geographic face. The SLA is the contract. The catalog is the class of machine. The quote is where engineering reads your inputs and writes back.
HS-SU / Support & SLA
Read the SLA end-to-end.
Priority × metro windows, the technician footprint, the seven SLA clauses that ship with the quote.
Go to /support →HS-LU / Tiers
Pick the right class of workstation.
Four SKUs pinned to a workload class — each starting price, headline spec, and the job the burn-in is actually exercising.
Go to /tiers →HS-QT / Quote
Send the four inputs an engineer needs.
Model class, expected job duration, service metro, and procurement vehicle — engineering replies within one business day.
Open the quote form →HS-SA-05 / Engage
Not in a priority metro?
Write to engineering anyway.
The map is the headline, but the contract is the same everywhere we ship. Tell us your site location, model class, and expected job duration — engineering replies within one business day with the priority-metro assessment and the worldwide Tier 2 fallback that applies.
Talk to engineering