Warranty SLA overview

Learn more about our warranty coverage SLAs

Introduction

When you buy warranties through ScalePad, you'll want to know exactly what to expect when you require service.


Services provided and SLA options

For all hardware assets under warranty, all partners will receive the following services:

  • Help desk support: 24 hours a day, 7 days a week, 365 days a year
  • Maintenance, repair, and/or replacement of equipment (if necessary)

SLA options available

For servers and network equipment:

  • Next business day service
  • 4 hour service

For workstations:

  • Next business day service

Next business day service

Have a technician with parts on-site, on the next business day.

Situation

Expectation

How do I know when "business hours" are?

Business hours are 8:00 AM to 5:00 PM, local time.

If a ticket is opened after business hours (e.g. 11:00 PM), how is it treated?

If a ticket is opened after business hours, we attend to the ticket when we're back into the office (8:00 AM local time).

From this point, the part will be dispatched and arrive the following business day.

Rest assured, you will still have access to a Level 3 Technician 24 x 7 for help desk support.

Example scenario:
Ticket submitted Monday at 4:00 PM local time.

The ticket is triaged as soon as possible during business hours.

A technician is then scheduled to be on-site with parts on Tuesday by 5:00 PM.

Example scenario:
Ticket submitted Monday at 5:30 PM local time.

The ticket is triaged Tuesday morning, as it's after Monday's business hours.

A technician is then scheduled to be on-site with parts on Wednesday by 5:00 PM.


4 hour service

Have a technician on-site within 4 hours of submitting your ticket.

Situation

Expectation

How do I know when "business hours" are?

Any time, including holidays.

Express means you can have a technician on-site with parts, within 4 hours of submitting your ticket.

Exclusions: Requests submitted within the ramp-up period (see below). These will be treated on a best-effort basis.

If a ticket is opened at 2:00 AM in the middle of the night, what happens?

One of our Level 3 Technicians will triage your ticket and action further steps.

If necessary, you may choose to:

  1. Have a technician on-site within 4 hours, with the part (recommended)
  2. Have the parts only, shipped separately though a separate shipping company (parts only will be next business day)

Ramp-up period

From the moment you buy warranty coverage, we have a ramp-up period where we work to stock our nearby service centers with the necessary equipment needed to service your hardware assets.

This period is 30 days in the US, Canada, and the UK. For all other serviceable areas, it's 45 days.

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


Terms of service

See our Extended Warranty Service Terms for more information.

Updated 4 months ago


Warranty SLA overview


Learn more about our warranty coverage SLAs

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