About Scale SERVICE
For over 20 years, our team has served the enterprise storage market with customized support options, enabling companies of all sizes to experience significant ROI and extend the life of their infrastructure.
Our experts in service and support of hardware and software for enterprise storage, compute, networking, and tape libraries offer consistent value. From post-warranty maintenance to refurbished add-ons to IT Asset Disposition (ITAD), our Enterprise IT Support Services team has the expertise and support you need.
Our services are built for both structured and unstructured data sets. Complete lifecycle coverage is our goal with our customers, and we accomplish this by being flexible with all options.
We provide third-party hardware maintenance, refurbished hardware and capacity adds, hardware sourcing, ITAD, and managed services for organizations that depend on their data every day.
Our engineering team leads every case. We do not take on business unless we are confident we can perform at the highest level, and the same engineer stays with a case until it is resolved. We build custom spares kits at our headquarters based on logs pulled from your systems, so the parts on hand match your environment.
We specialize in unstructured data environments, and we continue to support structured data sets as well. At least half of our business comes from higher education, media and entertainment, and life science and genomics, where downtime and data loss are not options.
OEM or Scale Service support?
Maintenance Myths vs. Reality
| Popular OEM Myths | Reality |
|---|---|
| Want to avoid expensive warranty support? Better buy new. | Not so! By switching to our support, your equipment can keep performing well for as much as an extra 10 years. |
| You must upgrade your hardware when it hits EOL or EOSL. | EOL and EOSL have little if nothing to do with performance. They’re usually just a way for OEMs to push customers to spend more money. Instead, turn to our support to best stretch out your hardware investment past OEM expiration dates. |
| Only OEMs can install software updates, nobody else. | Scale Service experts can often obtain updates for your storage environment, suggest workarounds if access issues arise, and inform you if such updates are even necessary. |
| Without a doubt, the best kind of support is OEM support. | Our support is customized to your environment. Moreover, our expert support engineers often have greater flexibility than OEM engineers to solve a wider range of issues. |
| OEMs provide a much higher level of service than third parties. | Unlike OEMs, which must also focus on developing and selling products, we are dedicated solely to local customer service and support, and we’re on hand to meet customers’ evolving needs at any time. |
Common Questions
Who does the work when hardware fails?
Our engineering team leads every case, supported by a fully staffed NOC. When a field engineer is onsite, they are guided by our NOC with complete support, and the same engineer stays with your case until it is resolved.
Why choose Scale Service over the OEM or another maintenance provider?
We are nimble, responsive, and backed by deep engineering. We build custom spares kits at our headquarters based on logs pulled from your systems, so parts match your environment. You get a boutique service experience rather than a queue.
What do you offer besides hardware maintenance?
Refurbished hardware, storage capacity adds, GPUs and components, hardware sourcing, ITAD, and equipment buyback. With OEM pricing up sharply on many platforms, refurbished options often keep a project on budget.
What environments do you specialize in?
Unstructured data environments. At least half of our business comes from higher education, media and entertainment, and life science and genomics.
What happens to our equipment after a refresh?
When retired gear has value, we provide a buyback quote that helps fund the refresh. When it needs to be recycled, we provide chain of custody documentation and data wipe certificates based on current standards.
Can you cover the gap between old hardware going off support and new hardware going live?
Yes. We can extend support on your existing system short term, such as a three month extension on storage, so your migration has time to complete.
How do you work with resellers and VARs?
However your procurement works, we fit into it. We can work through the hardware or support partner you already have in place, bring in a new partner to fit your process, or work direct with you. The options are the same across support, buybacks, and refurbished hardware.
What do you need to provide a quote?
System specs or configuration downloads, plus part or model numbers for drives, memory, and GPUs.