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.
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:
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.
Service:
Response times:
Escalation:
Scality Cloud Monitor:
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.
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.