Support Resources & Services
World-class customer support is central to ScaleOut’s mission.
World-class customer support is central to ScaleOut’s mission.
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 Support & Maintenance
Standard Support & Maintenance
Gold Support & Maintenance
Platinum Support & Maintenance
Existing customers (1)
All
All
All
Yes, submit via Forum
Yes
Yes
Yes
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
Next working day
6 hours, if within Normal Service Hours
4 hours, if within Normal Service Hours
2 hours, if within Normal Service Hours
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Forum only
Standard
High
Highest
No
No
Yes, within Gold Extended Service Hours
Yes, within Platinum Extended Service Hours
N/A
N/A
3 hours if Emergency Request during Gold Extended Service Hours
2 hours if Emergency Request during Platinum Extended Service Hours
Number licensed
Number licensed
200
300
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)
N/A
N/A
8:30 AM–5:30 PM Sat–Sun (Pacific Time)
All hours other than Normal Service Hours
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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