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Support Overview.
Scala provides several levels of technical support. Web-based support is free. Phone support may have a per incident charge (read below). First level support is provided by your value added reseller/ solutions provider. Ask your VAR for details. After contacting your reseller, if you still need assistance, do the following.
- Register Your Product.
Please register your product so we can deliver you the best possible support.
- Get The Latest Software Updates.
Common problems are often fixed in software patches. Make sure you're running the latest software. Read about and download the newest software patches here. Read the latest IC200 Service Pack Readme.
- Check Frequently Asked Questions (FAQ).
Locate your product & question in the Scala Technical FAQ. These FAQs now cover the hardware information previously found in the popular hardware stability guide.
- Join The User Discussion Forum.
Your issue might be discussed in User Discussions. Check User Discussions if your problem isn't covered by the FAQ. Scala would rather help the entire community by answering questions in the User Discussion Forum rather than in private emails. Several generous Scala users are also there answering questions.
- Send Us Email.
If your question was not answered by the Scala Technical FAQ, User Discussion Forum, Hardware Stability Guide and Scala Q & A then please send us a message directly.
- Sign up for Scala Training.
Scala holds regular training courses for its Value Added Resellers. Check this calendar for dates and to sign up.
- Use Phone Support.
Use Phone Support. Scala Technical Support will provide free technical support without any additional fees to following customers:
- Potential customers with technical questions. (Pre-sales technical support)
- 30 Days Free Trial users.
- Customers covered under a current Scala Advantage Plus Agreement
- Customers covered under a current IC3 & IC200 product Maintenance Agreement
- Scala Value Added Resellers (VARs).
All other customers will be provided technical support under the following agreements purchased at the time of the support call:
- IC3 & IC200 product customers who purchase a 1 Year Maintenance Agreement. Pricing will be calculated at time of the call. Multiple products can be prorated to one agreement.
- IC3 & IC200 product customers who purchase a Per Incident Fee of $95.
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.
Please have credit card information available at time of your call.
PHONE NUMBERS
Scala Support USA: Hours: 9:00 am to 6:00 pm Eastern Standard Time Customer Support 888 444-5867 Scala Support Europe: Hours: 9:00 am to 5:00 pm Central European Time Phone: +31 45 5466690 Phone: 1-888-SCALA-96 (722-5296) Scala VAR Support: Hours: 9:00 am to 6:00 pm Eastern Standard Time Phone: 888-SCALA-25 (722-5225) - Consider a Scala Support Plan.
Scala Advantage Plus provides end users with direct access to the Scala support team. Consult your value added reseller for more information.
