Warranty coverage FAQ

Learn more about our warranty coverage through this list of frequently asked questions

What exactly is your warranty coverage?

Warranty coverage through ScalePad is the instant, easy, and more affordable way to extend warranty coverage on existing hardware assets. Welcome to the future of ALM.

Jump straight into our Buying warranties guide if you're ready to go.


How does your warranty coverage work?

We can assure you, it's as easy as it looks.

  1. Go to your Warranties page
  2. Open the client you're working with to see their eligible assets
  3. Check off each hardware asset you want coverage for
  4. Adjust your SLA and coverage duration
  5. Proceed to checkout

For a walkthrough, see our Buying warranties guide.


Who delivers the service and is responsible to meet the Service Level Agreements (SLAs)?

Our own Extended Warranty Services Team delivers our warranty service, and guarantees their SLAs (after the ramp-up period has passed).

With the Express service option, our techs can be on-site in 4 hours.

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Ramp-up period

We have a ramp-up period of 30 days in US, Canada, and the UK (45 days elsewhere) where we work to stock our nearby warehouses with equipment to service your hardware assets once your order is placed.

During this time, all requests will be treated on a best-effort basis, which means the SLAs are usually achieved, but not guaranteed.


My customer has an out-of-warranty server. Will I have to pay reinstatement fees?

Not a chance. With our coverage, the price you see is the price you pay. We don't like extra fees—it's why we don't have them.


Where is your coverage available?

Currently, our warranty coverage for all hardware assets is available in the following countries:

  • United States (including Puerto Rico)
  • Canada
  • Australia
  • New Zealand
  • United Kingdom

The following countries have coverage available for servers and networking equipment only:

  • Ireland
  • France
  • Italy
  • Germany
  • Netherlands

If you'd like to see your country added to this list, get in touch with us.


Do you use third-party or OEM parts?

We only use 100% genuine OEM parts. In fact, our replacement parts are still covered under our service.


How do I buy coverage?

It's as easy as it looks. See our Buying warranties guide for a step-by-step walkthrough.


What does a service request look like, and who do I call for service?

Getting service is easy. You'll want to contact our Extended Warranty Services Team, as the warranty is with us.
To get service, navigate to Warranties > Covered hardware assets and click the Get Service button next to the hardware asset you need service for.

See our Get service article for a walkthrough.


Who owns the warranty, and what happens if we stop partnership with our client?

The warranty belongs to the owner of the asset for which the coverage was purchased (i.e. your end-client).

That said, if you no longer work with that particular client, they can still get service from our Extended Warranty Services Team by using the information in their Warranty Coverage Card.


What if I have parts in my servers that are not OEM?

If there are non-OEM parts in your server, these specific parts would not be covered under our coverage. However, the rest of the server would be eligible.


Does your coverage include added parts (e.g. hard drives)?

Our coverage does include added parts, so long as they meet all of the following criteria:

  1. The parts must have been added before the buying coverage
  2. We would need to be notified of which parts were added ahead of time
  3. They would need to be new, genuine OEM parts, installed following all the best practices
  4. Added parts must be from same manufacturer as the server
  5. The parts must be fully functional and up to spec at the time of buying coverage

Do you cover hardware assets even after the OEM warranty period?

Yes. So long as they’re eligible for coverage, you can buy coverage for them.

Navigate to Warranties > Covered hardware assets to see which of your hardware assets are eligible for coverage.


If I buy coverage for my 13-year old server, can you guarantee you'll have the parts available?

Absolutely. If you're able to buy coverage from within our app, that means we’ll have the parts available in case your hardware asset requires service.

Every single order is checked by one of our staff to ensure we can provide service for each hardware asset. If there are ever any issues, we will reach out to you proactively and keep the communication clear.


How do we get a warranty coverage estimate for a hardware asset that's not syncing to ScalePad?

Our warranty coverage feature is designed to automate the otherwise manual process of extended warranty estimates. ScalePad relies on the information that's fed into your account through your integrations.

That said, you will need to sync the asset into your account to get a warranty coverage proposal.


Can you really meet your SLAs? I'm in a rural part of the country and it says you can.

Yes. Our SLAs are calculated and tested to ensure we're able to follow through.


My covered hardware assets are being moved to a new office. Are they still under warranty?

In many situations, we are able to accommodate situations like office moves.

What you'll need to do is contact us as soon as possible, so that we’re aware and we can communicate this information to our warehouses to ensure they will have stock available close to your new address.

In addition, this way we can notify you of any changes to SLAs and levels of service that may occur with the location change.


Do your workstation warranties cover accidental damage such as spills and drops?

No. Our coverage for workstations will include normal wear and tear, but not damage as a result of improper use, including drops and spills.


Can you purchase a ScalePad warranty on hardware currently covered with a manufacturer’s warranty?

Yes, you can purchase a ScalePad warranty on eligible assets currently covered with a manufacturer’s warranty. However, a ScalePad warranty only takes effect after the manufacturer’s warranty has expired.


Do your Express extended warranty services SLAs apply on weekends?

Absolutely. If your server breaks down on a Saturday and you have Express coverage, you can have a tech on-site within 4 hours of submitting your service request.


Do your replacement parts have the OEM stamp on them, or are they blank OEM parts?

Our replacement parts are all OEM parts, and they will have the OEM stamp on them.


Do we need to install the OS on replacement hard drives, or would this already be done?

You will need to re-install the OS on replacement hard drives. This applies to all hardware assets we cover (i.e. workstations and servers).


Are there any exclusions to what's covered, and what's not?

For the full scoop of what we cover, including exclusions, see our Extended Warranty Services Terms.


If I get service, and order parts only with Express, will it arrive in 4 hours?

If you request service with a technician to come out with the part, you should get it within 4 hours.

However, if you select parts only (without a technician), we'll need to use a shipping company to send you the part. This means that depending on the time your service request is placed, the part may be shipped next business day.


Are batteries covered?

Batteries fall under the category of consumables. These are excluded from coverage. Please see our Extended Warranty Services Terms for the full scoop.


Is firmware provisioning provided after a service request is fulfilled?

Our primary goal is to restore hardware back to its operational state. We only provide reactive, break-fix firmware support. That said, after hardware is operational again, the re-installation / provisioning of firmware is no longer reactive support.

Updated about 13 hours ago


Warranty coverage FAQ


Learn more about our warranty coverage through this list of frequently asked questions

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