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.

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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:

  • 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

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.