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

Services provided

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:

On-site:

  • 4-hour on-site response (7x24x4)

    • Tech arrives with parts

  • Next business day on-site response (7x24xNBD)

    • Tech arrives with parts

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

For workstations:

On-site:

  • Next business day response (7x24xNBD)

The technician usually arrives on-site to initiate work on the repair within the SLA. Often an initial site visit is required to determine the necessary parts to complete the repair.

Service options when submitting a service request

When a warranty is purchased with a service level agreement option, the client will be able to choose a parts-only response when filing a service request. The Parts only option is always a Next business day response regardless of the purchased SLA option.


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.

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.

Local parts stocking:

  • Parts for servers and networking assets are stocked locally.

  • Networking hardware is usually replaced, not repaired.

Workstations

As we offer support for 40,000+ different workstation SKUs, parts are sourced upon service request submission or throughout the service request. Due to recent supply challenges, the procurement of parts can sometimes be affected.

Local parts stocking:

  • Parts for workstations are not stocked locally.


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