Support & Services

Scality Support & Services help ensure our customers have the tools and support they need to be successful with the Scality RING: from service to training to custom work and Proof of Concept systems.

Explore Scality Support & Services Offerings

The Support & Services team comprises Scality’s most qualified, experienced technical experts who are trained to help our customers with their most challenging projects. 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 the RING, Support & Services assists with the installation. We offer standard installation, and 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 the Scality commitment.

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 the Scality RING. It focuses on RING management and description of the RING protocols as well as failure management and maintenance procedures. The class offers a high level of interactivity and hands-on exercises to help the student become a RING operations expert.
  • Pre-Sales Ambassador and Sales Champion training 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 the Scality RING as well as increase customer satisfaction through tailored and personalized support.

Maintenance and Support

Scality offers two levels of service to keep RING users up and running:

  • Standard Support
  • DCS Dedicated Care Service: 24/7 support wherein customers have flexible resources to use for non-emergency actions, added integration support and on-call advice.

Capacity Expansion

When it’s time to add storage, the RING requires no data migration or a new installation. A Scality engineer will be designated to analyze, recommend, document, validate, plan and execute an extension.

Support Packages in Detail

 

Plan FeaturesStandard SupportDedicated Care ServiceComments
Telephone Support 24 X 7 with target response times
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Online Case Tracking System
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Remote Diagnostics for RING issues
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White Papers, Documentation, Release Notes
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Names of Key Internal Contacts
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Durability Service Level
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1 site: 99.99999999%, 2 sites: 99.999999999%
SLA (Service Availability/response time)
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Custom SLA
Monthly Operations & Engineering Review
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Monthly conference call + Quarterly on-site
Capacity Planning
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Quarterly
Upgrade tests & assistance
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On demand up to twice a year
Proactive fault & incident detection
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Monthly reliability and outage reports + Quarterly Health Audit
Remote Diagnostics for 3rd party issues (3rd party Level-2-support)
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Contact Scality Support & Services

To open a support ticket, please sign in on support.scality.com or contact our dedicated support team through the on call service for any emergency.

support.scality.com