Scale Computing offers two support levels for systems running SC//HyperCore™ HyperVisor: Full Support and Software Only Support.
| Included | Full Support | Software Only Support |
|---|---|---|
| Software Updates | Yes | Yes |
| Documentation Access | Yes | Yes |
| User Community Access | Yes | Yes |
| Hardware Failure Analysis | Yes | — |
| Hardware Replacement/Fulfillment | Yes | — |
Hardware Replacement
Full Support includes hardware replacements at no extra cost for the length of the contract. The SC//HyperCore Support Terms and Conditions set out the details.
- To get a replacement order placed the same day, contact Support before 4 PM ET, Monday through Friday.
- Replacements ship Monday through Friday. Where possible, they arrive the next business day in the continental US. Outside the continental US, they take 1–2 business days. Weekend shipping is not currently offered.
- In-stock items typically ship within 1 business day. Out-of-stock components typically ship within 5 business days. Out-of-stock full systems typically ship within 1 week.
- All standard hardware replacements are hot-swappable, so they should not need VM or system downtime.
For the steps to replace a disk or node, see Hardware Failure Support.