CUSTOMER SUCCESS
Your success is our business.
From the first install to petabyte scale and beyond, Scality's Customer Success organization gives you the people and the tools to run our software at its best. Support and professional services for Scality ADI, ARTESCA, and RING, with Scale Care premium services for ADI and RING.
SUPPORT & PROFESSIONAL SERVICES
Support for every Scality product.
Installation & Deployment
During a Scality ADI deployment, the Scality Professional Services team assists with installation, offering both standard and customised options to ensure a successful integration through to production.
For SOW projects, Scality and the customer agree on and document specific project scope, success criteria, and commitments.
Engineer's Certification
- Standard Installation Kit — includes standard product training.
- Advanced Operations Training (AOT) — 3-day course covering management, protocols, fault management, and maintenance procedures.
- Scality University —
Live online sessions held several times a year, free for customers and partners. - Scality Certified Architect (SCA) — free self-paced online courses for pre-sales partners.
- Technical Certification Programme — the foundations to install, configure, and manage the platform.
Capacity Expansion
Scality ADI requires no data migration or reinstallation when adding storage. A Scality engineer plans, executes and validates the expansion.
Multi-Support
Phone support & service ticket system Dedicated support channels available during business hours to ensure rapid response to your operational needs.
Installation & Deployment
Scality ARTESCA is designed for rapid deployment on validated hardware in 1-, 3-, or 6-node configurations. The Scality Professional Services team accompanies every project from kick-off to production: prerequisites validation, architecture documentation, installation, and knowledge transfer.
Deployments can also be carried out by a Scality-certified partner following the same structured process.
Engineer's Certification
- Scality Certified Architect (SCA) — free online course (~3 hours), available any time on the Partner Portal; prerequisite for all ARTESCA technical training.
- Delivery Training — intensive one-day course covering ARTESCA installation and upgrade in real-world conditions.
- Support Certification — enables partner support teams to handle Level 1 incidents autonomously. Morning: practical installation. Afternoon: troubleshooting, validated by a final quiz. Free lab environment (OVA or 50 TB licence) provided. Valid 2 years.
- Scality University — live online sessions held several times a year, free for customers and partners, delivered by product, technical, and engineering teams.
Capacity Expansion
ARTESCA allows storage capacity to be extended without service interruption or data migration. Adding drives is done directly from the graphical interface. Adding nodes follows a process manageable by a Scality engineer or partner.
Multi-Support
24/7 phone support for Priority 1. Service ticket system during business hours for Priority 2 & 3.
Installation & Deployment
During RING deployment, the Scality Professional Services team assists with installation, offering both standard and customised options to ensure a successful integration through to production.
For SOW projects, Scality and the customer agree on and document specific project scope, success criteria, and commitments.
Engineer's Certification
- Standard RING installation kit — includes standard product training.
- Advanced Operations Training (AOT) — 3-day course covering RING management, protocols, fault management, and maintenance procedures, with hands-on exercises.
- Scality University — Live online sessions held several times a year, free for customers and partners.
- Scality Certified Architect (SCA) — free self-paced online courses for pre-sales partners.
- Technical Certification Programme — the foundations to install, configure, and manage Scality RING.
Capacity Expansion
RING requires no data migration or reinstallation when adding storage. A Scality engineer plans, executes and validates the expansion.
Multi-Support
Phone support & service ticket system Dedicated support channels available during business hours to ensure rapid response to your operational needs.
SCALE CARE
Premium Customer Success for Scality ADI and RING.
| Features |
Without SCALE CARE SC
|
Bronze
"Your team sleeps. Not your support."
|
Silver
"We watch over your platform and help you make the right moves."
|
Gold
"We act before problems arise."
|
Platinum
"You focus on your business. We run everything else."
|
|---|---|---|---|---|---|
| COVERAGE | |||||
| Priority 1 coverage | Business hoursBiz hrs | 24/7 365 | 24/7 365 | 24/7 365 | 24/7 365 |
| MONITORING | |||||
| Guardian automated health check | — | — | |||
| Monitoring & remediation by a designated CSE | — | — | — | ||
| PLATFORM | |||||
| Fully managed platform | — | — | — | — | |
| TIER EXCLUSIVE FEATURES | |||||
| Annual platform audit + recommendations | — | ||||
| Upgrade assistance for one RING or connector | — | ||||
| Automated platform health checks with Guardian | — | — | |||
| Migration assistance (upgrades, disk, expansion) | — | — | |||
| Up to four annual workshops + training on demand | — | — | |||
| Designated Customer Success Engineer | — | — | — | ||
| Proactive monitoring & weekly CSE connection | — | — | — | ||
| Up to six annual workshops + training on demand | — | — | — | ||
| Full upgrade, disk, migration & expansion assistance | — | — | — | — | |
| Tailored to your environment | — | — | — | — | |
SCALE CARE
Experts available for production-critical incidents.
For everything else
Submit a request in the Customer Portal, or reach your Customer Success Manager directly. Our team is made up of senior technical experts who handle your most demanding projects from kickoff to production.
This isn't support. It's a partnership.
