Support Resources & Services

World-class customer support is central to ScaleOut’s mission.

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Support & Maintenance Plans

ScaleOut Software offers several support and maintenance subscription plans for an annual fee. These plans provide you with important benefits, and we strongly suggest you subscribe to a plan. This ensures that your ScaleOut products are supported and you are entitled to receive the latest software updates and enhancements.

Basic

Basic

Standard

Standard

Gold

Gold

Platinum

Platinum

Feature

Basic Support & Maintenance

Standard Support & Maintenance

Gold Support & Maintenance

Platinum Support & Maintenance

Eligible Licenses

Existing customers (1)

All

All

All

Error Correction

Yes, submit via Forum

Yes

Yes

Yes

Non-Error Support

Forum only

6 Non-Error Support Cases per year per customer

10 Non-Error Support Cases per year per customer

Unlimited Non-Error Support Cases

Error Support

Next working day

6 hours, if within Normal Service Hours

4 hours, if within Normal Service Hours

2 hours, if within Normal Service Hours

Hot Fixes and Minor Releases

Yes

Yes

Yes

Yes

Major Releases

Yes

Yes

Yes

Yes

Priority for Enhancement Requests

Forum only

Standard

High

Highest

Emergency Reporting

No

No

Yes, within Gold Extended Service Hours

Yes, within Platinum Extended Service Hours

Response Time for Emergency Support Requests

N/A

N/A

3 hours if Emergency Request during Gold Extended Service Hours

3 hours if Emergency Request during Platinum Extended Service Hours

Maximum Servers + Clients Supported

Number licensed

Number licensed

200

300

Normal Service Hours

8:30 AM 5:30 PM
M-F (Pacific Time)

8:30 AM–5:30 PM
M-F (Pacific Time)

8:30 AM–5:30 PM
M-F (Pacific Time)

8:30 AM–5:30 PM
M-F (Pacific Time)

Extended Service Hours

N/A

N/A

8:30 AM–5:30 PM Sat–Sun (Pacific Time)

All hours other than Normal Service Hours

Versions Supported

Current version and maintenance release of immediately prior major version

Current version and maintenance release of immediately prior major version

Current version and maintenance release of immediately prior major version

Current version and maintenance release of immediately prior major version

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