Opening Workstation Assurance service requests

Frankie Ryan
Frankie Ryan
  • Updated

This article will guide you through the steps for requesting service for any hardware covered by Lifecycle Manager Workstation Assurance.

Note: If you don't have a ScalePad login, but your asset is covered by ScalePad Workstation Assurance, you can request service via this link and proceed to step 4:

  
  1. In Lifecycle Manager, go to the Covered assets page:
    Marketplace > Workstation Assurance > Covered Assets:

     
  2. Locate the hardware asset you want to request service for. 
    • Use Ctrl/CMD + F to search by serial number asset name.
       
  3. Click Get Service next to the asset.
Note: If Get Service isn’t available, check the asset’s warranty status.
During the OEM warranty period, contact the manufacturer for support. 

If ScalePad Workstation Assurance was purchased for the asset, ScalePad coverage begins when the OEM warranty ends.		  
  1. Fill out the service request details:
    • Site: 
      The site address associated with the asset when coverage was purchased.
       
    • Request owner:
      Select the email address of the team member who will own this service request.
       
    • Contact:
      Choose who will be on site for the service
      • Your customer: 
        Select this option if the contact is the customer. Enter their name, email address, and phone number.
         
      • Someone at your company:
        Select this option if the contact is an internal team member. Choose their email address and, optionally, enter a phone number.
         
    • Service details:
      • Type of problem:
        A brief description of the problem.
         
      • Details:
        Any additional details that may help diagnose and resolve the issue.
         
      • Manufacturer defect:
        Select this option if the issue is related to a manufacturing fault or defect with the hardware.
         
      • Accidental damage:
        Select this option if the issue is related to accidental damage.
         
  2. Check the box to confirm that the service request is not related to a software or operating system issue. (ScalePad Workstation Assurance covers hardware only.)
     
  3. Click Submit Service Request.

After submitting your service request, our marketplace team will reach out to you via email to confirm the request, clarify details, and troubleshoot with you, if applicable.

Next Steps

Any questions? Reach out to our Lifecycle Manager support team by submitting a support ticket.
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