Support and Maintenance Options

ScaleOut Software offers two levels of support to our customers. Our Standard Support is provided to all customers and is included as part of the software license fee. We also offer an Optional Maintenance service on a subscription basis for an annual fee. This service entitles you to to important benefits beyond Standard Support. Discussed below are the features of our support and optional maintenance.

Standard Support

Under Standard Support, ScaleOut Software works with it customers to resolve issues directly related to the installation, configuration and operation of ScaleOut StateServer software. It includes reporting of software issues by customers and the response to those issues from ScaleOut Software, including hot fix releases (see below). Support does not include issues related to any third party software, hardware or networking problems. It also does not include consulting services for software applications, server or network operations, or any other type of consulting or advice beyond those directly connected with the use of ScaleOut Software's products. Modifications to our products or using them in ways not intended are not covered by support. Support is provided by our support office from 8:00 AM to 6:00 PM Pacific Time Monday through Friday. You can contact us by phone, web or email. We will use our best efforts to respond within twenty-four hours of the time of contact if such response time is within the support hours.

Optional Maintenance

ScaleOut Software also offers Optional Maintenance that gives you important additional benefits beyond standard support, including:

All new enhancements and major product releases.
First priority for resolution of support issues.
Early notification of hot fixes, software releases, and new products.
Prioritized consideration of requested features or enhancements.

By subscribing to Optional Maintenance, you receive all major and minor software releases (see below) from ScaleOut Software. Although hot fixes are included in Standard Support, Optional Maintenance subscribers receive early notification of their availability. Optional Maintenance insures that you will always have the latest software from ScaleOut Software and that you receive the highest priority on all issues.

Optional Maintenance is priced at 25% of your software license fee per year. Renewals are priced at 25% of the then-current software license fee. The annual maintenance period begins on the date of subscription. For more information see our License and Maintenance Fee Schedule.

Software Releases

From time-to-time we release new software. There are four types of releases:

New products. A new product release provides new and fundamentally different capabilities. For example, our planned Linux release will be a new product because it provides support for an entirely different operating system than our current Windows product. New product releases are not provided as part of Standard Support or Optional Maintenance
Major software releases. (e.g. 1.0.0, 2.0.0) These releases provide significant new functionality. You must be currently subscribed to Optional Maintenance to receive a major software release. Major releases require a valid license key for installation.
Minor software releases. (e.g. 1.1.0, 1.2.0) These releases provide enhancements to the functionality of a product. Minor releases are available to all customers.
Hot fixes. (e.g. 1.0.1, 1.0.2) These releases are done as necessary to repair bugs in the existing software and are posted on our site as soon as they are released. Hot fixes are available to all customers at any time.

All major, minor and hot fix releases are available on the downloads page of our support section.

ScaleOut Software supports the current release and one prior release only.

FAQs Knowledge Base

All customers are welcome to consult our FAQ pages for help with the most common questions dealing with support of our products. These pages are updated as our customers interact with us. FAQ pages are as follows:
For general support issues.
For ScaleOut StateServer product capabilities.

License Keys

All ScaleOut Software products require a license key for valid activation. Keys are issued by ScaleOut Software support at the time of software licensing or of Optional Maintenance renewal. See licensing for more information about our software licenses and license keys.