Infrastructure Protection Warranty service

When you buy Infrastructure Protection through ScalePad, you'll want to know exactly what to expect when you require service.

Services provided

For all hardware assets under warranty, all partners will receive the following services:

  • Help desk support: 24 hours a day, 7 days a week, 365 days a year

  • Maintenance, repair, and/or replacement of equipment (if necessary)

Service options available

For servers and network equipment:


  • 4-hour on-site response (7x24x4)

    • Tech arrives with parts

  • Next business day on-site response (7x24xNBD)

    • Tech arrives with parts

The technician usually arrives on-site with parts to initiate work on the repair within the service level. We always strive for the fastest possible resolution, but resolution times depend on multiple factors.

Ramp-up period

For Servers and networking equipment, we have a ramp-up period of 30 days after the warranty is purchased in the US, Canada, and the UK (45 days elsewhere) where we work to stock nearby warehouses with replacement parts to service your hardware assets once your order is placed.

During this time, all requests will be treated on a best-effort basis, but there is a remote possibility resolution may be delayed.

Parts availability

After the ramp-up period, parts are stocked locally in warehouses. More information on any limitations can be found in the Infrastructure Protection coverage FAQ.

Local parts stocking:

  • Parts for servers and networking assets are stocked locally.

  • Networking hardware is usually replaced, not repaired.

Service Help

If you need urgent help with a service request, you can reach out directly to ScalePad's service partners using the region-specific phone numbers provided after you submit your service request. When speaking to their team, you can request escalation to a Regional Service Manager if extra attention is needed.

If you need additional assistance beyond that, or the service isn’t reaching your expectations, please reach out to the ScalePad Support team for help at We’re available between 8 AM to 5 PM PT, Monday to Friday, and we’re committed to ensuring you have an excellent experience using our products and services.

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