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 ScalePad 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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Servers / Network equipment ramp-up period

For Servers and networking equipment, we have a ramp-up period of 30 days in the 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.

There is no ramp-up period for Workstations.

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 out-of-warranty servers and workstations. 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:

  • NEW - Belgium
  • NEW - Finland
  • NEW - Luxembourg
  • NEW - Norway
  • NEW - South Africa
  • NEW - Sweden
  • 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 ScalePad Warranty Services Team.
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 ScalePad 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)?

Server

  • Our Server coverage does include added parts, so long as they meet all of the following criteria:
    • We need to be notified of which parts were added when the service request is made, so we know what part to send out
    • They would need to be new, genuine OEM parts, installed following best practices
    • Added parts must be from the same manufacturer as the server
    • The parts must be fully functional and up to spec at the time of buying coverage

Workstation

  • All components in the original workstation are covered by our workstation coverage. After purchase, any parts or components added or upgraded to a workstation are not covered.
    • If an added/ upgraded part fails, we can replace it with the part that came with the workstation initially.

Are SATA and/or SSD drives included in the coverage?

Servers

  • Yes, SSDs are included so long as they are OEM standard.

Workstations

  • SSDs are covered if they are original in the machine. Upgraded SSDs are not covered.

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

Yes. We offer warranty coverage far beyond an OEM's suggested end of life. With ScalePad warranties, you can keep an older server covered for longer. 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 can buy coverage from within our platform, that means we’ll have the parts available in case your hardware asset requires service.

Our staff checks every order to ensure we can provide service for each hardware asset. If there are any issues, we will reach out to you proactively and keep the communication clear.


If I buy coverage for an older workstation, can you guarantee you'll have the parts available?

As we offer support for more than 40,000 different workstation SKUs, parts are sometimes sourced upon service request creation. For less commonly failing parts, the SLA can sometimes be affected by lead times set by vendors.

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?

All assets in ScalePad should be syncing from a connected integration. Once the assets are on our platform, you can utilize our automated warranty procurement and service request process.

If you’ve got a PSA or a documentation tool integration and want to learn a quick workaround about how to quote prospective clients that haven’t been added to your system yet, contact our Success team at [email protected].


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

Yes. In order to ensure we're able to fulfill our SLAs, we calculate and test them based on the location of the assets.


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.

Servers
a. 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.

Workstations
b. As long as the office move is less than 1 hour from the original purchase address, we are okay covering the new location. It would be best if you informed us of the updated location upon making a service request.


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

No. We cover all natural hardware failures. Anything resulting from accidental damage won’t be covered. Offering accidental damage protection is very much on our radar, though.


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. Our warranties are available to purchase up to 2 years in advance, with coverage always starting after the manufacturer’s warranty has expired.


Do your Express ScalePad Warranty Services SLAs apply on weekends or holidays?

Absolutely. Our 4hr SLA guarantees a technician will be on-site within 4 hours at any time, 365 days a year.


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 ScalePad 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, the technician should arrive 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 the next business day.


Are batteries covered for workstations?

Batteries have a natural expiry life and thus fall under the category of consumables. These are excluded from coverage.


Is firmware provisioning provided after a service request is fulfilled?

Our primary goal is to restore hardware to its operational state, and as such, we’ll provide reactive firmware support to get your hardware back to this state. After the hardware is operational again, we aren’t involved in the re-installation / provisioning of any firmware.

Updated 10 days ago


Warranty coverage FAQ


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

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