Request Infrastructure Protection service in the new UI

Availability: Use the classic workflow below while the new warranty pages are unavailable. The new UI steps in this section apply when your account has Covered assets and Service requests under Hardware.

Start a request from the purchased coverage record for the affected device. Check the client, serial number, coverage plan, and active service eligibility before submission.

1. Open Hardware > Covered assets.
2. Search for the hardware by name or serial number and confirm it belongs to the correct client.
3. Select Get service for the covered asset. If it is unavailable, review the eligibility message and your access rather than choosing a different asset.
4. Choose the Request owner and the On-site contact. For a customer contact, enter the name and email. Confirm the contact phone number and site details.
5. Enter a Brief summary and the Problem description and troubleshooting steps.
6. Select one of the Service and response options offered for this coverage. Confirm any required shipping address for parts delivery.
7. If Diagnostic file is offered, attach a relevant supported file. The form accepts one PDF, Word document, image, or text file up to 2 MB.
8. Review the details and select Submit service request. Confirm the request appears in Hardware > Service requests.

Choose an eligible service

The form offers services for the purchased plan. A four-hour response is available only when that service level is included; do not infer it from the presence of coverage alone. Use the options shown for the selected asset.

Follow up

Open the request's detail page to review its status, reference number, owner, asset, site, and contact information. If a service provider phone number is shown under Need immediate attention?, use it for urgent follow-up and quote the reference number. The team may request more diagnostic information.

Purchased-coverage service access is separate from buying or renewing coverage. Use the covered asset's request action so the request stays associated with the correct coverage. See About the Service requests page for tracking details.

For the classic interface, see Opening Infrastructure Protection service requests — classic UI.

Need help? Contact ScalePad Support.