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ScaleOut 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 during normal service hours (8:30-5:30 PT Mon-Fri)
Major releases
Hot fixes and minor releases
Next working day error support
Support for current version and maintenance release of previous major version
Standard
All Basic Plan features
6 non-error support cases per year per customer
6-hour response time for error support*
Standard priority for enhancement requests
Gold
All Basic Plan Features
Gold Extended Service Hours (8:30-5:30 PT Sat-Sun)
10 non-error support cases per year per customer
4-hour response time for error support*
High priority for enhancement requests
Emergency reporting
3-hour response time for emergency support**
Platinum
All Basic Plan Features
Platinum Extended Service Hours (24/7 support availability)
Unlimited non-error support cases
2-hour response time for error support*
Highest priority for enhancement requests
Emergency reporting
2-hour response time for emergency support**
* If within normal service hours ** If within Gold/Platinum Extended Service Hours
Contact Support
To submit a support request, please complete this form, and our support team will respond as soon as possible. All form fields are required.
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