Support
Explore Scality support & services offerings
Scality support & services ensure that customers have the tools and resources they need for successful Scality product implementations.
Read on for information about standard support & services, plus Scale Care Services — the crown jewel in Scality’s customer services suite — which offers three additional service levels to guarantee always-on availability for petabyte-scale cloud storage.
Have questions? Need help?
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Contact the Scality support & services team
Scality’s support & services team is made up of highly qualified, experienced technical experts who are trained to help customers with their most challenging projects.
Need assistance? Submit a support request.
For production outages, please call the emergency number for your country/region:
- Australia: +61 1300 954 703
- France: +33 1 84 88 55 70
- Germany: +49 800-183-0547
- Japan: +81 034-588-1408
- Spain: +34 518-890-048
- UK & international: +44 2033-181-073
- USA toll-free: +1 800-319-7090
Support and maintenance services
Services may be applied whenever required during an engagement with us: evaluation/feasibility, installation, training and certification, production/expansion, and support.
Installation/roll-out
During the roll-out of RING, the Scality support & services team assists with installation. We offer standard installation as well as custom scope of work (SOW) options to ensure successful integration and deployment.
For SOW projects, Scality and the customer will agree on and document the specific scope of the project, success criteria and Scality’s commitment.
Capacity expansion
When it’s time to add storage, RING requires no data migration or new installation. A Scality engineer will be designated to analyze, recommend, document, validate, plan and execute an extension.
Training and certification
Scality offers standard product training, advanced operations training, and the Scality Certified Program.
- The standard RING installation package includes standard product training.
- Advanced Operations Training is a 3-day class that gives attendees a deeper understanding of Scality RING. Focusing on RING management and protocols as well as failure management and maintenance procedures, this interactive class offers hands-on exercises to help the student become a RING operations expert.
- Scality University is a live, 3-day virtual training event offered multiple times per year at no cost to Scality customers and partners. With a new agenda for each event and sessions available on-demand in the Customer Center, it’s unique opportunity to learn directly from key members of our product management, technical services and engineering teams.
- Pre-Sales Ambassador and Sales Champion trainings are free, self-paced online courses for Scality partners.
- The Scality Technical Certification Program is a framework that provides our partners with the foundation and education necessary to install, configure, and manage Scality RING as well as increase customer satisfaction through tailored and personalized support.
Standard support
Service:
- 24×7 phone support for Priority 1 issues
- Scality Service Ticket System or instant messaging during normal business hours for priority 2 and 3 issues
Response times:
- Priority 1 issues response within fifteen (15) minutes
- Priority 2 issues within four (4) hours
- Priority 3 issues within three (3) business days
Escalation:
- A level 1 global support technician to take charge of the issue
Scality Cloud Monitor:
- 24/7 remote monitoring
- Predictive analytics
- Capacity planning
- Customizable dashboards
- Proactive alarms
Scale Care Services: 3 premium service levels beyond standard support
Beyond standard support, Scality offers guaranteed service levels that provide a best-in-class experience while helping customers realize the full value of their investment.
Scality Scale Care Services provide premium deliverables centered around measurable business outcomes, such as proactive reporting, integrated services for upgrades and expansions, and critical operational services to ensure Scality performs optimally within your environment.
Highlights
Business Scale Care
Provides safeguards and backstops to ensure optimal operation Scality RING
- Systematic audits of Scality RING environments
- Quarterly system operations reviews
- Priority escalations (see table for details)
- Scality Cloud Monitor
Enterprise Scale Care
All Business Scale Care benefits, plus:
- Designated customer solution engineer
- Weekly stand-up with ticket/system review
- Software license, installation, configuration and setup of lab/test environment (for same use case)
- Customized reporting, metrics and notifications
- Annual workshop
- Durability and 100% availability SLAs
Scality Secure Site Care
A custom flavor of Scale Care Services to boost the value of RING with active participation by (and proactive assistance from) Scality experts in regular operation and maintenance activities.
Tailored for customers who can’t or don’t want to have external access to their systems.
Scale Care Services packages in detail
Scality Business Scale Care vs. Enterprise Scale Care
| Service | Description | Scality Business Scale Care | Scality Enterprise Scale Care |
|---|---|---|---|
| RING Upgrade | Upgrading all nodes of the RING cluster to new version, based on a documented, site-specific procedure | ✔ | ✔ |
| RING Connectors | Addition of connectors for same use case | ✔ | ✔ |
| RING Expansion | Adding new disks or nodes to the RING cluster for extra capacity or performance | ✔ | |
| Lab/Test | Software license, installation, configuration and setup of lab/test environment (for same use case) | ✔ | |
| Professional Services | Allowance of 5 PS days | ✔ | |
| Training | Annual Advanced Operations Training (AOT) | ✔ | |
| Meetings | Weekly stand-up with ticket and system review | ✔ | |
| Quarterly checkpoint | ✔ | ✔ | |
| Annual workshop | ✔ |
| Reporting | Status report, quarterly: standard metrics, ticket review, healthcheck | ✔ | |
| Customized status report, quarterly: standard and customized metrics, ticket review, healthcheck, review of relevant tech bulletins, assessment and planning of change operations, operational recommendations | ✔ | ||
| Dashboard | Core set of metrics | ✔ | |
| Core set of metrics + customized Grafana dashboards based on use case | ✔ | ||
| Notifications | Standard on Supervisor and Cloud Monitor | ✔ | |
| Customizable, on Supervisor, Cloud Monitor and alerts by mail, Slack | ✔ | ||
| Proactivity and Monitoring |
Tickets opened by Scality and proactive call to Customer for P1 prevention | ✔ | |
| Tickets opened by Scality and proactive call to Customer (all issues) | ✔ | ||
| Proactive detection of potential P1 with immediate escalation | ✔ | ✔ | |
| Call Home (automatic notification to Scality, Scality opens ticket) | ✔ | ||
| Communication w/Scality |
Direct communication via dedicated Slack channel | ✔ | |
| Designated email contact | ✔ | ||
| Business hours scheduled operations | ✔ | ✔ | |
| Priorities and SLAs | Durability and 100% Availability SLAs | ✔ | |
| Response Times | P1 | 15 mins | 15 mins |
| P2 | 4 hours | 4 hours | |
| P3 | 2 b days | 1 b day | |
| Service Request | 3 b days | 1 b day | |
| Lab/Test Support | n/a | 3 b days | |
| Restoration Times | P1 | 2 hours | 2 hours |
| P2 | 3 b days | 3 b days | |
| P3 | n/a | n/a | |
| Service Request | Prioritized | Prioritized | |
| Lab/Test Support | n/a | n/a | |
| Contacts | Support Team | ✔ | |
| Designated Customer Solution Engineers | ✔ | ||
| Access to Scality experts for consulting purposes | ✔ | ||
| Product Roadmap | Annual Presentation | ✔ | ✔ |
| Ecosystem | Troubleshooting and cooperation with third parties (ISVs & OEMs) | ✔ |
Scality Secure Site Care (custom services)
|
Service |
Description |
Scality Secure Site Care |
| RING Upgrade |
Upgrading all nodes of the RING cluster to new version, based on a documented, site-specific procedure |
✔ |
| RING Connectors | Addition of connectors for same use case | ✔ |
| RING Expansion | Adding new disks or nodes to the RING cluster for extra capacity or performance | ✔ |
| Lab/Test | Software license, installation, configuration and setup of lab/test environment (for same use case) | ✔ |
| Training | Annual Advanced Operations Training (AOT) | ✔ |
| Meetings | Weekly stand-up with ticket and system review | ✔ |
| Quarterly checkpoint | ✔ | |
| Annual workshop | ✔ | |
| Reporting | Custom scope and cadence: standard and customized metrics, ticket review, healthcheck, review of relevant tech bulletins, assessment and planning of change operations, operational recommendations | ✔ |
| Dashboard | Core set of metrics + customized Grafana dashboards based on use-case | ✔ |
| Notifications | Standard on Supervisor | ✔ |
| Communication w/ Scality | Direct communication via dedicated Slack channel | ✔ |
| Designated email contact | ✔ | |
| Business hours scheduled operations | ✔ | |
| Onsite presence – planned and/or ad-hoc | ✔ | |
| Priorities and SLAs | ||
| Response Times | P1 | 15 mins |
| P2 | 4 hours | |
| P3 | 1 b day | |
| Service Request | 1 b day | |
| Restoration Times | P1 | 2 hours |
| P2 | 3 b days | |
| P3 | n/a | |
| Service Request | n/a | |
| Lab/Test Support | n/a | |
| Contacts | Designated Customer Solution Engineers | ✔ |
| Access to Scality Experts for consulting purposes | ✔ | |
| Product Roadmap | Annual Presentation | ✔ |
| Ecosystem | Troubleshooting and cooperation with third parties (ISVs & OEMs) | ✔ |
For more detailed information, read the Scale Care Service terms.
Scale Care Services
