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)

Service 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 service level.


Ramp-up period

For Servers and networking equipment, we have a ramp-up period of 30 days after the warranty is purchased 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 service levels 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.


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