Scality Support & Services help ensure our customers have the tools and support they need to be successful with the Scality RING: from service to training to custom work and Proof of Concept systems.
The Support & Services team comprises Scality’s most qualified, experienced technical experts who are trained to help our customers with their most challenging projects. Services may be applied whenever required during an engagement with us: evaluation/feasibility, installation, training and certification, production/expansion, and support.
During the roll-out of the RING, Support & Services assists with the installation. We offer standard installation, and 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 the Scality commitment.
Scality offers standard product training, advanced operations training, and the Scality Certified Program.
Scality offers two levels of service to keep RING users up and running:
When it’s time to add storage, the RING requires no data migration or a new installation. A Scality engineer will be designated to analyze, recommend, document, validate, plan and execute an extension.
| Service | Description | Standard Support | DCS-F Support | DCS-X Support |
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| Service Levels | 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 Time | Priority 1 issues response within fifteen (15) minutes; priority 2 issues within four (4) hours; and priority 3 issues within three (3) business days. | | | |
| Escalation | A Level 1 Global Support technician staffing the Global Support Help desk take charge of issue. | | | |
| Scality Cloud Monitor | Comprehensive monitoring (the RING and all of its components) through KPIs based on contextual behaviors to enhance root-cause analysis of issues | |||
| Professional Services | Professional Services days per year. | |||
| Additional Assistance | Assistance in diagnosing any problem encountered in the course of using or managing Scality RING; isolation and analysis with remediation proposal. | | |
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| Consulting | Upon request, Scality will advise the customer on storage and/or redundancy policies, and advise on recommended changes. | | |
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| Monthly Calls | Monthly Review Calls of cloud monitor main KPIs | | ||
| Quarterly Presentations | On-site review meetings covering: support tickets, configuration and performance, capacity assessment to help predict future needs, and a suggested roadmap to best meet those needs. | |
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| Yearly Workshops | On-site, 1-day workshop with Customer Solution Engineer to review customer objectives and refine the configuration. | |
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| Remote Assistance | Remote assistance from Scality during installation of software upgrades. | | |
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| Escalation | Customer-triggered business-level escalation if an issue requires executive management attention. | | |
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| Response Time Service Level Agreement | Assurance that Scality responds to Priority 1 issues with fifteen (15) minutes; Priority 2 issues within four (4) hours; and Priority 3 issues within three (3) business days. | |
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| Availability Service Level Agreement | Assurance that Scality RING remains available (all mission critical functionality operational) 100% of the time in any given year. | |
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| Durability Service Level Agreement | Assurance that Scality RING meets pre-defined durability levels: 11 nines (99.99999999%) for single-site, and 14 nines (99.999999999%) for multi-geo deployments. | |
To open a support ticket, please sign in on support.scality.com or contact our dedicated support team through the on call service for any emergency.
