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ARTESCA support

Get expert help 24/7/365.

Find answers, resolve issues, and connect with Scality experts when you need them.

Start with our self-service resources before opening a case or calling for emergency help.

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Self-service resources

Access tools and guidance to solve issues quickly and stay current with ARTESCA best practices.
Read technical documentation

See step-by-step guides for installation, configuration, and troubleshooting./p>

Documentation
See technical bulletins

Reference critical advisories, known issues, and recommended updates.

See Bulletins
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Open a support case

If you can’t resolve the issue through self-service:

  • Log in to Customer Center to create a support case.
  • Attach diagnostics and communicate securely with the Scality Support team.
  • Track progress and review case history for previous resolutions./li>

Note: Please categorize your case accurately to help us respond quickly.

OPEN A SUPPORT CASE

Get emergency support

If you experience a business-critical issue that meets Priority 1 (P1) criteria — when an error in the software prevents access to data stored on a managed volume, making the data unavailable and unretrievable — please follow these steps.

  • Log in to your Customer Center account and create a support case, indicating priority P1.
  • Call the appropriate emergency support line (below) and provide your case # for immediate escalation.

Australia and APAC: +61 1300 954 703
Chile: +56 2 2898 6005
France: +33 1 84 88 55 70
Germany: +49 800-183-0547
Japan: +81 034-588-1408
Spain: +34 518-890-048
UK & international: +44 2033-181-073
USA toll-free: +1 800-319-7090
United Arab Emirates: +971 600 522153

Note: The phone numbers listed here are exclusively for Priority 1 (P1) escalation requests. For all other inquiries, please continue to manage your case through your Customer Center Support Portal.

Support response times

Our technical support team is committed to fast, reliable response and restoration.
Severity Response times Restoration times

P1 (critical)
15 minutes
2 hours

P2 (high)
4 business hours
3 business days

P3 (normal)
3 business days
n/a

Service request
3 business days
n/a
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VP Product Management Alliances, Veeam

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