SUPPORT
Customer Success
Support & Professional Services for ARTESCA · RING · ADI
Scality’s Customer Success organisation gives customers access to the tools and expertise they need to deploy our solutions and build internal competencies. Our services are available on demand throughout the duration of the partnership: from evaluation and installation, through training and certification, all the way to production, expansion, and ongoing support.
Scality ARTESCA
Support & Professional Services
Installation & deployment
ARTESCA is designed for rapid deployment on validated hardware in 1-, 3-, or 6-node configurations. The Scality Professional Services team accompanies every project from kick-off to production: prerequisites validation, architecture documentation, installation, and knowledge transfer. Deployments can also be carried out by a Scality-certified partner following the same structured process.
Capacity expansion
Training & certification
Scality offers a structured training and certification programme enabling partners to deploy and support ARTESCA independently.
- Scality Certified Architect (SCA) — free online course (~3 hours), available at any time on the Partner Portal; prerequisite for all ARTESCA technical training.
- Delivery Training — intensive one-day course covering ARTESCA installation and upgrade in real-world conditions.
- Support Certification — enables partner support teams to handle Level 1 incidents autonomously. Morning: practical installation. Afternoon: troubleshooting, validated by final quiz. Free lab environment (OVA or 50 TB licence) provided. Valid 2 years.
- Scality University — live online sessions held several times a year, free for customers and partners, delivered by product, technical, and engineering teams.
ARTESCA support
Service:
- 24/7 phone support for Priority 1 issues
- Service ticket system or instant messaging during business hours for Priority 2 & 3
Response times:
- Priority 1 — within 15 minutes
- Priority 2 — within 4 business hours
- Priority 3 — within 3 business d
Scality RING & ADI
Support & Professional Services
Installation & deployment
During RING deployment, the Scality Professional Services team assists with installation, offering both standard and customised options to ensure a successful integration through to production. For SOW projects, Scality and the customer agree on and document specific project scope, success criteria, and commitments.
Capacity expansion
Training & certification
- Standard RING installation kit — includes standard product training.
- Advanced Operations Training (AOT) — 3-day course covering RING management, protocols, fault management, and maintenance procedures, with hands-on exercises.
- Scality University — 3-day live online training, free for customers and partners, delivered by product, technical services, and engineering. Available on demand in the Customer Portal.
- SCA (Scality Certified Architect) — free self-paced online courses for pre-sales partners.
- Technical Certification Programme — framework providing partners with the foundations to install, configure, and manage Scality RING.
Standard RING & ADI support
- Phone support, service ticket system, or instant messaging during business hours
Response times:
- Priority 1 — within 15 minutes
- Priority 2 — within 4 business hours
- Priority 3 — within 3 business d
SCALE CARE SERVICES — RING & ADI ONLY
Scale Care is available exclusively for RING and ADI.
ARTESCA customers benefit from dedicated support as described in the previous section.
Bronze
“Your team sleeps. Not your support.”
Silver
Gold
Platinum
At a glance — SCALECARE levels
All SCALECARE levels share the same foundational SLAs: P1 response in 15 minutes, P1 restoration in 2 hours, P2 response in 4 hours.
The difference lies in the depth of engagement and the proactivity of the partnership.
4 Flavors of SCALECARE
BASIC SUPPORT WITHOUT SCALECARE IS ONLY BUSINESS HOURS (customer local time)
BRONZE
24×7 P1 Support
Leveraging its follow-the-sun team, Scality is always there when there is a problem.
In addition, Scality will perform an annual audit and assist in deploying recommendations.
Upgrade for 1 RING or Connector
SILVER
+Automated Platform +Health Check
With Guardian, Scality implements automated health checks on a regular basis.
Up to 4 annual workshops
1 training on demand
1 testing lab on demand
GOLD
+ Monitoring + Remediation
Monitoring and proactive alerts.
Weekly connection to the platform
Designated CSE
Up to 6 annual workshops
1 training on demand
1 Testing lab on demand
PLATINUM
Fully Managed
Scality operates the platform for you. This is Storage as a Service, totally sovereign under your control.
Tailored for customer
CONTACT & SUPPORT
Get in touch with our teams
Experts available 24/7 for production-critical incidents.
The Scality support and services team is made up of highly qualified technical experts trained to assist customers through their most demanding projects.