Policies

Support Policy

Scope of Support

  • Technical support services,
  • Bug fixes, maintenance releases, and
  • Software updates and upgrades, that Scalr provides to all other customers under support for no additional fee.

Support Services

Scalr offers three levels of support services: Standard Support, Premium Support, and Technical Account Management.

  • Standard Support Includes
    • 9×5 business hours support (in regional market)
    • Up to 2 designated technical contacts
    • Access to designated support portal
  • Premium Support Includes
    • 24×7 support for critical production incidents
    • Extended hours support for all severity issues
    • Up to 8 designated technical contacts
    • Access to dedicated support portal
    • Telephone hotline for Severity One incidents
    • Collaborative support for real-time troubleshooting and problem triage
  • Technical Account Management Includes
    • Access to a designated Scalr Technical Account Manager
    • Bi-annual onsite production assessments
    • Regular cadence of calls to review support issues, produce releases, customer initiatives, and projects
    • Quarterly production deployment reviews
    • Monthly product road-map reviews

Support Process

  • General. Open a support ticket via Scalr’s web-based support portal.
  • Hosted Scalr customers: access the support portal by clicking on the Support link within the my.scalr.com interface or by directly accessing support.scalr.net.
  • Enterprise Scalr customers: use a unique URL to access their dedicated support portal.
    • For Severity 1 issues, in addition to the Support Portal, Scalr also provides the Customer with a Severity 1 phone hotline.

Technical Contacts

    • Description.
      • Technical contacts are the liaisons between Customer and Scalr.
      • Technical contacts should have, at a minimum, Scalr’s introductory product training, to ensure that they are knowledgeable about the Software, and its operating environment in order to help resolve product issues and to assist Scalr in analyzing and support problems.

 

  • Internal Customer Support.
    • Customer is expected to establish and maintain the organization and process to provide support directly to its internal end-users in their use of the Software.

Upgrade Support Policy

  • Regular Updates. Scalr encourages all customers to regularly update their deployments to the latest version of the Software.
  • Version Support.
    • Versions Released with the Previous 12 Months. The current version of Scalr, and any version released in the previous 12 months (however, maintenance releases and fixes will only be available in the latest release of Scalr, therefore, Customer may be required to update to the latest version in order to obtain a maintenance release or fix).
    • Versions Released More Than 12 Months. Scalr will provide consultative support (e.g. answer questions, provide known solutions, etc.); however, Scalr is unable to provide any fixes, maintenance releases, product updates, etc.

Severity Definitions

  • Severity 1:
    • Production use of the Software is stopped or so severely impacted that it cannot continue to operate, and the operation is mission critical to the business.
  • Severity 2:
    • Experiencing a significant disruption in their use of the Software.
    • Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
  • Severity 3:
    • Minor loss of service.
    • The impact is an inconvenience, which may require a workaround to restore functionality.
  • Severity 4:
    • Requesting information, a product enhancement, or other clarification regarding the Software.

Exclusions

  • No support for:
    • third-party software used in conjunction with the Software,
    • altered, customized or modified software or any portion of the Software incorporated with or into other software,
    • Software that is outside the scope of General Availability as specified in the Scalr Support Lifecycle section above,
    • software installed on any hardware and/or operating system that is not supported by Scalr, or
    • the use of the Software in conjunction with unsupported cloud services.
  • Scalr will provide technical support services to assist in troubleshooting the Software’s interaction with supported cloud services; however, Scalr has no obligation to provide support for the cloud services themselves.