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Scala Technical Support Policy
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NOTE: The Scala Support Organization consists of Scala Technical Support, Scala Engineering, and trained Value Added Resellers (VARs). This Scala Support Organization will provide professional customer service to our customers that exceed their expectations. To maintain a knowledgebase that properly identify a customer's problem and provide the solution that is most suited. |
Level Agreements
The Support Organization will provide telephone and/or modem and/or facsimile and/or electronic mail support for problems associated with the routine use and operation of the software. This service is intended for customers who have been trained in the software and is not to be used as a substitute for basic training. If the Support Staff feels a customer is abusing their services, SCALA will notify the Customer in writing and suggest appropriate training, on-site assistance or other alternatives to meet the Customer's needs. SCALA reserves the right to qualify all customer sites before accepting an Maintenance Agreement and to refuse to provide software maintenance or adjust the fee based on the environment (hardware or operating systems) and/or age of the product(s) and current status of the product(s) respectively.
- First level:
It is recommended that the VAR be used as the primary support organization as they are the most familiar with the customer installation. VARs are required to send designated technical support personnel to Scala's technical training as part of the VAR authorization, and are required to renew this training every two years. This will certify the VARs as Certified Scala Engineers (CSE). Support will be provided by VAR CSE to all of their potential and existing customers.
- Second level:
Technical support issues that cannot be resolved with First Level support can be escalated to Scala Technical Support for solutions. This process enables the VAR CSE to have one point of contact at Scala for all technical issues. Some issues may not be able to be resolved immediately over the phone.
| Scala Support USA: | Hours: 9:00 am to 6:00 pm Eastern Standard Time |
| Phone: VAR support 888 722-5225, Customer Support 888 444-5867 | |
| Scala Support Europe: | Hours: 9:00 am to 5:00 pm Central European Time |
| Phone: +31 45 5466690 | |
| Scala Support UK: | Hours: 9:00am to 5:00 pm Greenwich Mean Time |
| Phone: +44 (0)1932 863464 | |
| Scala Training: | Hours: 9:00am to 5:00 pm Pacific Standard Time |
| Phone: 1-888-SCALA-96 (722-5296). | |
| Scala Web Site: http://www.scala.com |
Telephone Support
- Who do we support for Scala IC200 products?
The Scala Support Organization will provide free technical support to all potential customers with technical questions, and IC200 customers for the first 90 days from date of a maintenance agreement purchase. The Scala Support Organization will continue to provide support to IC200 customers during the period of the maintenance agreements after the 90 days. If at the time of the first call from an IC200 customer there is no evidence of the maintenance agreement purchase date found in a maintenance agreement, product registration, or purchase order, then the call will be handled without fee and the free 90 days will commence at the day of the first call. If an IC200 customer does not have maintenance agreement after the 90 days, then Scala Technical Support will offer a 1 Year Maintenance Agreement or support by a Per Incident fee. See Maintenance Agreements section for information on obtaining a Maintenance Agreement or Per Incident Agreement.
- Who do we support for Scala consumer products?
The Scala Support Organization will provide free technical support to all potential customers with technical questions, demo customers, Designer customers free for the first 90 days and iPlay Studio customers free for the first 30 days. After the free period all product customers will be supported by Per Incident fee. The product must be registered prior to the support via the Scala Web Site www.scala.com, or on the phone with Scala Technical Support, or by mailing in the registration card. See Maintenance Agreements section for information on obtaining a Per Incident Agreement.
Email / Newsgroup Support
- USA Support Hours:9:00 am to 6:00 pm Eastern Standard Time
- Europe Support Hours:9:00 am to 5:00 pm Central European Time
- Scala.Support:Is an email access for customers to present software and hardware problems with Scala Technical Support.
- Scala.UserQuestions:Is for general questions directed toward Scala, Inc.
- Scala.VarDiscussion:Is an open forum for Scala VARs to communicate ideas, share system configurations, and sales solutions with other VAR organizations, and Scala, Inc.
- Scala.UserDiscussion:Is an open forum for end-users to communicate ideas, and Scala-script solutions with other end-users, and Scala Engineering.
- When are the newsgroups supported?
Scala Technical Support will make an effort to response to customer questions and problems within the first business day of receiving the email on a priority bases. Scala.UserDiscussion is a user forum and will only be answer out of courtesy when time permits.
- Who do we support by email for Scala IC200 products?
VAR Certified Scala Engineers (CSE), IC200 customers, and any potential customers with technical questions. No fees for email support at this time.
- Who do we support by email for Scala consumer products?
VAR Certified Scala Engineers (CSE), Demo customers, all Scala consumer products customers, and potential customer with technical questions. No fees for email support at this time.
Technical FAQ
The Scala Support Organization encourages their customers to review the Scala Technical Support FAQ located under Support on the Scala web site http://www.scala.com. Many solutions to recurring problems are document in the Technical FAQ.
Maintenance Agreements
In order for the Scala Support Organization to continue to provide resources for on going support to customers, Scala, Inc. has implemented a Software Maintenance Agreement program. This program is designed to provide technical support to VAR Certified Scala Engineers (CSE) and customers under the program. This program will soon be available in Europe/UK.
Scala Technical Support will maintain and document all maintenance agreements. Electronically this information will be documented in a database.
- New IC200 maintenance agreements:
All IC200 maintenance agreements will be on a per year bases. Scala, Inc. or a Scala VAR organization will offer new IC200 maintenance agreements at the point of sale. There will a 90 days free period starting at the day of the new Maintenance Agreement purchase date. If there is no maintenance agreement with the customer by Scala, Inc. or by a Scala VAR organization, then Scala Technical Support maintains the right to offer an IC200 maintenance agreement to the customer at the time of a support call 90 days after their first support call.
- IC200 maintenance agreement renewal:
Scala Technical Support will track any maintenance agreements that has elapsed or is 60 days from elapsing, and will generate a Letter of Renewal. The Letter of Renewal will be mailed to a VAR organization if they presented the original agreement to the customer. All other Letter Of Renewals will be forwarded to the customer. If there is no response from a VAR organization on a renewal within 90 days of sending the Letter of Renewal, then Scala Technical Support maintains the right to offer an IC200 maintenance agreement to the customer at the time of a support phone call. The Letter of Renewal will list all the products the customer currently owns and will offer to pro-rate those products into a single maintenance agreement to be paid once a year.
- IC200 and Consumer Product per incident fee:
All consumer product support calls that are handled by Scala Technical Support will be by a Per Incident Fee agreement. IC200 customer may choose between a 1-year maintenance agreement or Per Incident Fee agreement. Incident is defined as anything pertaining to a particular problem, question, or request. Any subsequent emails, phone calls, onsite actions pertaining to that incident will be cover under the agreement. Prices for Per Incident Fee will be posted on the Scala Technical Support web page.
