Scale Computing Support for SC//HyperCore™ HyperVisor and SC//Fleet™ Manager is available through phone, the online Support Portal, live chat, and email.
| Channel | Availability | Best For |
|---|---|---|
| Phone | 24/7/365 | Critical issues. The fastest response method, and the only option for critical issues outside standard hours. |
| Support Portal | Anytime | Submitting, responding to, and closing support cases; viewing account status, case history, and SC//HyperCore assets; scheduling Services. Separate logins exist for the SC//HyperCore/SC//Fleet Manager User Community and the Partner Portal. |
| Live Chat | Monday–Friday, 2 AM–10 PM ET | Non-critical or informational questions. |
| Monday–Friday, 2 AM–10 PM ET | General (non-critical) questions, issues, or concerns. |
Email Support has a stated SLA of a 2 business hour response after first contact. Most email cases during business hours get an answer within minutes. Phone and Live Chat response times are not contractual SLAs, but they show typical performance: per 2023 data, they have averaged 13 seconds and 3 minutes, in that order.
Support Case Severity Levels
When you open a support case, Scale Computing Support gives it a severity level based on how the problem affects access to data. Each level has an Initial Response Time Objective, which sets when a Support Engineer will give a verbal or written response.
| Severity | Definition | Service Objective | Initial Response Time |
|---|---|---|---|
| 1 (Critical) | A critical problem requiring immediate resolution; may cause data loss and/or restrict production data availability. | Resources applied continuously until a solution or acceptable workaround is found. | 2 hours |
| 2 (Major) | A serious problem affecting major functionality; operation continues in a restricted fashion, possibly with restricted access to production data. | Resources applied on a priority basis during normal business hours until a solution or workaround is found. | 2 hours |
| 3 (Minor) | A problem that minimally affects, if at all, functionality or operations, or for which an acceptable workaround exists. | Resources applied during normal business hours until a solution or workaround is found. | 2 hours |
| 4 (Enhancement) | A minor condition or request with no significant effect on operations. | Resources applied during normal business hours until a solution or workaround is found. | 1 business day |
“Normal business hours” are 2 AM–10 PM ET, Monday through Friday.
Best Practices When Opening a Case
- For critical or data-down issues, call Support directly. Phone is available 24/7/365, and it’s the fastest way to reach a live engineer.
- Have your account or company name, email, and a callback number ready when you call.
- Make sure you can reach the SC//HyperCore environment, so you can open a remote support tunnel. Then Support can help you quickly.
- Use Live Chat to reach Support quickly with non-critical or informational requests.
- Check the User Community for knowledge articles, product documentation, release notes, and more.