Professional Services & Programs

Scale Computing is happy to help our customers with almost any aspect of the HC3 system solution. We offer a variety of professional services that enable you to both accelerate your implementation and secure and protect your HC3 system with confidence.

Whether you are a new or existing customer, our ScaleCare Support & Services Engineers are experts who can guide you to success in managing your HC3 environment.  

Find our Professional Services and Programs at a glance in the chart below or use the buttons to explore each section.


Professional Network Services
ScaleCare Network Configuration Service

HC3 is a hyperconverged infrastructure solution that requires 1GbE or 10GbE networking. Whether you have the existing networking in place or are adding/upgrading networking to support your new HC3 system, the ScaleCare Network Configuration Service is designed to assist you.

Our knowledgeable ScaleCare Support & Services engineers will provide guidance and configuration assistance* with one switch per Network Configuration service to ensure you are able to seamlessly connect your environment to the HC3 system. The ScaleCare Network Configuration Service includes knowledge transfer to make sure you not only understand the requirements for the networking installation and configuration of your HC3 system, but also the best practices and considerations for future networking growth with your HC3 system.

See a sample Statement of Work here.


* Scale Computing will assist with the basic remote configuration of switches that are listed on the 'Recommended Switches' list in the HC3 Networking Guidelines document.  This service is not a substitute for the product's user guide or support and is not covered under the support and warranty for the HC3 system.  Scale Computing is not responsible for the support, maintenance, or troubleshooting of any product configured utilizing this service or for any advanced configuration required for the local networking environment.  Contact the product vendor for advanced configuration assistance.

The ScaleCare Network Configuration Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

ScaleCare Network Configuration Includes:

Environment review and networking planning call
Best practices overview
Knowledge transfer
Remote configuration of 1GbE or 10GbE Switch(es)

— The configuration of switches to work within existing networking infrastructure including VLANs, Spanning Tree, logging, and other basic switch functions
— Setup of high availability networking for multiple switches, if applicable

Professional Installation Services
ScaleCare Remote Installation Service

The ScaleCare Remote Installation Service facilitates a first-class installation of and knowledge transfer for your new HC3 system.  This service is included in the purchase of all new HC3 nodes!

The Remote Installation Service is provided by experienced ScaleCare Support & Services engineers over the phone.  This service includes a planning and prerequisites phone call, and then a second call providing assistance with basic networking connectivity to the new HC3 system when using a compatible switch and supported networking configuration, HC3 system configuration and primary initialization, a basic system overview, HC3 web interface review and basic training, and first-time VM creation training.*

See a sample Statement of Work here.


* A supported Microsoft Windows operating system ISO file must be provided by the customer for VM creation training use.

Remote Installation:

Is included with the purchase of all new HC3 system nodes
Is facilitated through an experienced ScaleCare Support & Services Engineer over the phone
Includes a planning and prerequisites phone call
Includes a second call providing:

— Assistance with basic network connectivity when using a compatible switch
— HC3 system configuration and primary initialization
— Basic HC3 system overview
— HC3 web interface review and basic training
— First time VM creation training when a Microsoft Windows operating system ISO file is provided by the customer
ScaleCare Advanced Installation Service

HC3 is easy to install and configure; simplicity is part of our design.  In fact, our engineers and customers can get a system up and running with live VMs in under an hour. Although we are confident you can get your HC3 system running smoothly on your own or with our included Remote Installation Professional Service, we know you might want more. That is what our ScaleCare Advanced Installation Service is all about — four premium services in one great package!

  • ScaleCare Remote Installation Service
  • ScaleCare Network Configuration Service
  • ScaleCare Quickstart Migrate Service
  • HC3 Advanced Training Service (Bundled in this package!)

If you want a jumpstart on your HC3 installation, we can assist you with every aspect of the implementation starting with the planning, prerequisites, and virtual and physical networking configurations*, all the way through to the system configuration, introductory system walk-through, and even post-installation workload migration**. Also bundled in this package is the HC3 Advanced Training*** to help ensure you have all the tools you need to make your new HC3 system a success!

See a sample Statement of Work here.


* ScaleCare Network Configuration Service.  See full service listing for details.

** ScaleCare Quickstart Migrate Service.  Licensing must be purchased separately.  See full service listing for details.

*** See the full HC3 Advanced Training listing for details.

The ScaleCare Advanced Installation Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

ScaleCare Advanced Installation Includes:

Pre-installation planning and requirements call
Virtual and physical networking planning and deployment assistance
Remote Installation over the phone with an experienced ScaleCare Support & Services Engineer
HC3 web interface overview, initial configuration assistance, and first HC3 VM creation training
One-on-one advanced training with a dedicated ScaleCare Support & Services Engineer
ScaleCare Onsite Installation* Service

HC3 systems are famous for being easy to rapidly deploy — and they are. Every HC3 user gets world-class Remote Installation assistance when installing their HC3 systems. For the most seamless deployment, however, nothing is better than having a ScaleCare Professional Services Solutions Architect hands-on at your installation site.

This service brings a ScaleCare Professional Services Solutions Architect directly to you. The ScaleCare Architect will help you plan, prepare, configure, and understand your new HC3 system from the comfort of your own office.

Before arriving onsite, the ScaleCare Services Architect will pre-plan the onsite visit to make sure all prerequisites have been met. HC3 systems deploy quickly, especially in the hands of a ScaleCare Architect, leaving plenty of time for further configuration, any outstanding questions or best practices you may be wondering about, and any other in-person knowledge transfers for your new HC3 system!

See a sample Statement of Work here.


* This service is for the system installation only.  If a ScaleCare Quickstart Migrate Service is purchased, initial setup may be performed if time permits.  This service does not include any additional post-installation services.

The ScaleCare Onsite Installation Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered onsite.

ScaleCare Onsite Installation Includes:

Pre-installation planning and requirements call delivered remotely
One day of onsite work completed by a ScaleCare Professional Services Solutions Architect
Onsite assistance with basic network connectivity when using a compatible switch
Onsite system configuration and primary initialization
Onsite HC3 web interface configuration, review, training, and knowledge transfer
Onsite training in first-time VM creation when a Microsoft Windows operating system ISO file is provided by the customer
Final hand-off to a ScaleCare Support & Services engineer for any outstanding Migration services to be completed post-installation
HC3 Advanced Onsite Installation* Service

HC3 systems are famous for being easy to rapidly deploy. Now, we bring a new level of "easy" with the HC3 Advanced Onsite Installation Service. An expansion of the standard ScaleCare Onsite Installation Service, the HC3 Advanced Onsite Installation Service is designed for users who prefer a hands-off installation process with a trained ScaleCare Professional Services Solutions Architect onsite.

The ScaleCare Professional Services Solutions Architect will ensure your new HC3 system is configured and deployed specifically for your environmental needs. They will also provide HC3 Advanced Training as they complete your installation, ensuring you have all of the skills and knowledge needed to keep your system operating smoothly. They can answer any questions, and, if time permits, will even walk you through configuring your included ScaleCare Quickstart Migrate Service. All in one day, in one place, and in-person; make your job as easy as HC3.


* See full service listings for details on bundled services included in this offering.

The HC3 Advanced Onsite Installation Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered onsite.

HC3 Advanced Onsite Installation Includes:

Pre-installation planning and requirements call delivered remotely
ScaleCare Network Configuration Service *
One day of onsite work completed by a ScaleCare Professional Services Solutions Architect
Onsite assistance with basic network connectivity when using a compatible switch
Onsite system configuration and primary initialization
Onsite HC3 web interface configuration, review, training, and knowledge transfer
Onsite training in first-time VM creation when a Microsoft Windows operating system ISO file is provided by the customer
HC3 Advanced Training *
ScaleCare Quickstart Migrate Service * - Includes 3 Licenses
Final hand-off to a ScaleCare Support & Services engineer for any outstanding Migration services to be completed post-installation

Professional Migration Services
ScaleCare Quickstart Migrate Service

Our most commonly asked question about HC3 might be, “How do I move my workloads into the HC3 environment?” There are a number of migrate products and services on the market, but none is simpler or more tailored to HC3 than our ScaleCare Quickstart Migrate Service.*

Our HC3 Move Powered by Carbonite software solution migrates workloads with minimal downtime from any physical, virtual, or cloud platform onto the HC3 system.** The ScaleCare Quickstart Migrate Service provides training in using HC3 Move to migrate one workload to HC3.

The HC3 ScaleCare Quickstart Migrate Service migrates one Windows or Linux physical or virtual workload into an HC3 virtual machine. It is a kickstart for customers who plan to manage the migration of all other servers to HC3 and want to ensure they understand how to use the HC3 Move software successfully.

See a sample Statement of Work here.


* HC3 Move Powered by Carbonite licenses are purchased separately. No licenses are included with the Quickstart Migrate Service.

** Desktop operating systems are not supported by Carbonite Move.  Other guest operating systems must be supported in the HC3 environment and by the Carbonite Move migration solution.  You can find the current list of supported guest operating systems in the HyperCore Support Matrix.

The ScaleCare Quickstart Migrate Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

ScaleCare Quickstart Migrate Includes:

Initial discovery and migration planning
Installation of migration agents (source machine to be migrated and HC3 target machine) and the migration management console
Configuration of the migration job, initial data transfer, and the final workload failover
Post-migration health assessment of the migrated machine
ScaleCare Migrate Service

Workload migration projects are a necessary part of any step up to a newer and better IT infrastructure. A full migration project requires discovery, assessment, planning, and scheduling before migrations can even begin. Unfortunately, migration projects are often not a familiar part of most customers' expertise as they occur only once every few years.

At Scale Computing, our ScaleCare Support & Services engineers handle migrations and their assorted tasks every day.  Ours is a team of experts when it comes to planning, preparing, and executing workload migration projects.

The ScaleCare Migrate Service is designed to help expedite your transition to HC3 with a full-service migration solution for all of your existing physical or virtual workloads to HC3* with minimal downtime or disruption. With this service, ScaleCare Support & Services engineers handle those complex tasks needed to migrate all of your workloads onto your HC3 system.  This leaves you the time you need to handle all of the other demands on your busy schedule!

See a sample Statement of Work here.


* Guest workloads must be supported in the HC3 environment.  You can find the current list of supported guest operating systems in the HyperCore Support Matrix.

The ScaleCare Migrate Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

ScaleCare Migrate Includes:

Initial discovery and migration planning of workloads to migrate
Scheduling and scope of each workload migration
Scheduling and scope of each workload migration
Transfer, migration, and failover of each workload
Post-migration health assessment of each migrated workload

Professional Backup & Disaster Recovery Services
ScaleCare Disaster Recovery (DR) Planning Service

Enabling disaster recovery is easy with HC3, but finding the time to put together a disaster recovery plan may be a bit more challenging. If you are short on time, or simply aren’t sure how you should start drafting and designing a DR plan, we can help. Our expert ScaleCare Support & Services engineers will help to make sure you are fully prepared if or when disaster strikes.

The ScaleCare DR Planning Service utilizes the native backup and replication features of HC3. ScaleCare Support & Services Engineers will not only assist in the setup and configuration of HC3 DR features, but will assist in drafting a complete disaster recovery plan based on our proven DR runbook template.

The ScaleCare DR Planning Service will leave you ready to failover and failback workloads as needed, and provide you the knowledge and tools to perform DR testing when appropriate. The DR runbook provided as part of the service will be your essential guide for recovering your HC3 workloads should the need arise.

See a sample Statement of Work here.


The ScaleCare DR Planning Service is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

ScaleCare DR Planning Includes:

Setup and configuration of systems for native HC3 replication
Completion of Disaster Recovery runbook (complete Disaster Recovery process and plan)
Best practices knowledge transfer
Failover and failback demonstration
Assistance in facilitating a DR test

Prerequisites:

Both HC3 systems must be installed and accessible to each other directly on their LAN interfaces — preferrably, both systems will be in the same physical location to expedite the initial data mirroring
Minimum 10 Mbit network link between the system sites
HC3 Cloud Unity Disaster Recovery as a Service (DRaaS)

The availability of critical IT workloads is the highest priority for any administrator. Without applications and databases, productivity stalls.  In some instances, more than productivity may be lost— you may be facing lost sales or business in the event of a disaster.

At Scale Computing, we understand that you may not have the facility or capacity to host your own disaster recovery site. We also understand that traditional agent-based backup solutions are too complex for modern virtualization needs.

To address your disaster recovery needs, we have not only built high availability and system-to-system replication into our HC3 solution, but we are pleased to offer a disaster recovery service that enables you to protect your critical workloads through a virtual HC3 system hosted on the Google Cloud Platform.

HC3 Cloud Unity not only provides a way to protect your site against disaster, but gives you the ability to failover your VM workloads within minutes from the cloud. Connected with L2 networking, users and administrators can reconnect quickly when disaster strikes. The Google Cloud Platform is an ideal solution to ensure business continuity against site-level or regional disasters.

Find more information on this service here.

See a sample Statement of Work here.


HC3 Cloud Unity DRaaS is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

HC3 Cloud Unity Features:

No software to install
Continuous replication
Low RTO / RPO times
User configurable replication intervals
Network efficiency
Per VM granularity
Remote failover and failback
Secure communication between the Google Cloud Platform and the local HC3 system
DR testing

Additional Services & Programs
HC3 Advanced Training

Scale Computing believes that IT infrastructure should be easier to use and maintain. That idea is reflected in the simplicity, scalability, high availability, and affordability of our HC3 virtualization platform. However, we also hear from customers that they want to take advantage of every capability HC3 offers, learn the best practices, and customize the system to their unique requirements. At Scale Computing, we call this the desire to Turn IT to 11!

HC3 Advanced Training is a customized, one-on-one training designed to provide advanced insight and best practices for Scale Computing customers who wish to get the most from their HC3 system and virtualized environment. This training will focus on the areas you are most interested in so you can take full advantage of your HC3 investment, such as a Disaster Recovery and Backup Overview, a review of Migration options, an overview of HC3 Tiering, general Networking Management information, a HyperCore and KVM overview, and a HC3 SCRIBE Overview. You’ll basically have a PHD in all things HC3 by the time you are done with your installation!

The HC3 Advanced Training service can be purchased separately or it is also included as part of the ScaleCare Premium Installation package (explained on the next page). If you purchase the Premium Installation package, the HC3 Advanced Training modules will be paired with their respective portion of the system installation and implementation.


HC3 Advanced Training is not included with the purchase of an HC3 system. It is an optional service available for a fee. This service is delivered remotely.

HC3 Advanced Training Includes:

A scheduled, one-time training session with a dedicated ScaleCare Professional Services engineer
Content delivered remotely over a four-hour time span; generally broken into two, two-hour sessions
One person from your organization or many attendees
Customized training for your organization's unique environment and needs
HC3 & SCRIBE Architecture Overview, HC3 Configuration Deep Dive, Virtualization, Networking, and Backup and Disaster Recovery Best Practices
Drive Retention Program

Scale Computing is committed to data security and privacy at all levels.  All hardware returned to Scale Computing or its Distributors is wiped, reformatted, and/or recycled in a responsible manner.

We also understand that some security compliance needs may require additional processes.  In light of this, Scale Computing offers an additional paid service to help ensure your data is protected in a fashion that allows you to demonstrate security compliance for your business.

The Scale Computing Drive Retention Program allows you to destroy a failed drive on premises while a signed Certificate of Destruction is returned to Scale Computing in its place. This gives you full control over your data at all levels.

Contact your Scale Computing Sales Associate for more information on the Drive Retention Program.


Scheduling Professional Services

ScaleCare Professional Services are all scheduled based on ScaleCare Support & Services engineer availability. Scale Computing Programs are available for a fee at any time.  If you are interested in learning more, or would like to purchase and/or schedule one of these services or programs, contact your Scale Computing sales representative or call +1-877-SCALE-59 (1-877-722-5359) in North America.

Not located in North America?  Find your local contact number here.  Not all professional services or programs are available in all regions.