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Support & Service

Scala Computing provids 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.

Custom Support Plans

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

Standard Support (included in Runtime Charge) provides:

  • Robust 24/7x365 operations that demand maximum availability

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.

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