Note
This is a curated excerpt of a longer FAQ published on the live help center — selected here for the questions that best show voice and nuanced reasoning, not as the complete list.
Who ensures adherence to the Service Level Agreements (SLAs)?
Our own ScalePad Marketplace Team manages our warranty service and guarantees their SLAs. On-site service is provided by a contracted service provider partner, ensuring professional and timely support. With the 4-hour response service, technicians respond and initiate the service process within 4 hours.
For servers and networking equipment, there's a 30-day ramp-up period after the warranty is purchased in the US, Canada, and the UK (45 days elsewhere), during which we work to stock nearby warehouses with replacement parts. Service requests during this window are handled on a best-effort basis, with a remote possibility of delayed resolution.
My customer has out-of-warranty servers. Will I have to pay reinstatement fees?
With our coverage, the price you see is the price you pay. We don't like extra fees — it's why we don't have them.
Do you use third-party or OEM parts?
We only use 100% genuine OEM parts. Our replacement parts are still covered under our service.
Are SATA and/or SSD drives included in the coverage?
Yes, SSDs are included so long as they're OEM standard. SSD/SED drives have a limited device life ("usage" or "wear"), subject to varying maximum limitations set by the manufacturer. Industry-standard warranty coverage applies to defects in workmanship and materials — if a drive fails because it's reached the end of its device life, that isn't covered.
Are predicted drive failures covered?
Yes. If a drive is in a predicted failure state, we'll replace it on a best-effort basis. SLA response times don't apply to best-effort requests.
Do you cover hardware assets even after the OEM warranty period?
Yes. We offer warranty coverage far beyond an OEM's suggested end-of-life — with ScalePad warranties, you can keep an older server covered for longer, so long as it's eligible for coverage.
If I buy coverage for my 13-year-old server, can you guarantee you'll have the parts available?
Absolutely. If you can buy coverage from within our platform, that means we'll have the parts available in case your hardware asset requires service. Our staff checks every order to ensure we can provide service for each hardware asset, and if there are any issues, we'll reach out and keep communication clear.
What level of software support do we get with server/network coverage?
Our server/network coverage is hardware break/fix coverage. In a break/fix event, our service partners work with your team to confirm the cause of the failure. If the failure is confirmed to be a known firmware issue, our team can provide recommended next steps as part of the break/fix call — but we can't provide or install proprietary software, or perform other services outside a hardware break/fix agreement.
What happens if my covered asset has a failure that's not covered by the ScalePad warranty?
If a service request is deemed outside the scope of our coverage, ScalePad informs the partner that the repair isn't covered, and the service request is closed. In these rare circumstances, the partner would need to get the asset repaired outside of ScalePad.