Support Services

Scala Computing provides a comprehensive offering of standard, extended and 24/7 support service, or can create a customized support service for your specific needs. We provide the ability to contact us how you want: via phone, email or our customer support portal.

Standard Support (included in Runtime Charge) provides:

  • 24/7 Web Portal access for opening new cases, tracking new cases and providing communication during the time the case is active
  • 24/7 email support access
  • Reasonable effort response time
  • Basic runtime questions on deploying software for execution, issue with runtime platform, and other runtime related topics
  • Robust 24/7x365 operations that demand maximum availability

Extended Support (Additional Fee) includes everything in Standard Support plus:

  • 5/12 Telephone Support, 6am – 6pm Local Time, Monday - Friday
  • 24-hour response time

Premium Support (Additional Fee) includes everything in Standard Support plus:

  • 24/7 phone support for 365 days
  • 4-hour response time

Custom Support Plans

Customers that require special support beyond the levels provided here should contact us for Custom Support Plans options.