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 response
• 4 hour response

The technician usually arrives on-site with parts to initiate work on the repair within the SLA.

For workstations:

• Next business day response

Due to the complexities of providing support for many different models workstations, often an initial site visit is required to determine the necessary parts.

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.

Parts availability

Servers and networking equipment
After the ramp-up period, parts are stocked locally in warehouses.

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