Support

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

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.

Service:

• 24x7 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

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

Scality Secure Site Care (custom services)

For more detailed information, read the Scale Care Service terms.