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SMCI™ Global Services & Support   ( Brochure / VIP Web Portal )

Supermicro Hardware Maintenance provides flexible and customizable Service Level Agreements for remote help desk and rapid onsite support to cover Supermicro hardware solutions. Our Onsite Service Programs offer a 4-hour Onsite Response time option for mission-critical uptime or any tailored solution that will meet your specific business requirements. For more details, please review the brochure or contact your Supermicro Sales Representative.


  Service-Level Options

  • 4-Hour Onsite Response
    A Supermicro authorized representative will arrive at the customer's site to begin hardware maintenance service within 4 hours after the service request has been received and spare parts have been received onsite.

  • Standard Business Hours, Next Business Day (9am to 5pm) Response
    Service is available 8 hours per day within standard business hours, Monday to Friday, excluding local holidays. A Supermicro authorized representative will arrive at the customer's site to begin hardware maintenance service the next day after the service request has been received and defective parts have been determined and shipped.

  • Integration Service
    Supermicro defines the requirements for the installation, upgrade or migration. We perform the planning, identify service requirements, create and execute the project plan, conduct verification testing, training, and provide technical documentation.

Following are the options that Supermicro Onsite Service customers can take to make a service request.

24x7 Telephone: Toll Free 866-599-3226
VIP web portal: https://vip.supermicro.com
Dedicated email: onsiteservice@supermicro.com



  Service Specifications


 

Bronze

Silver

Gold

Platinum

Code (*)

SMSADx

OSNBDx

OS4HRx

OSPLTx

Response SLA

3 Business Days

Next Business Day

4 Hours

Customizable

Parts

Dedicated based on service-level agreement

Dedicated based on service-level agreement

High availability

Dedicated based on service-level agreement

Highest availability

Dedicated based on service-level agreement

Parts Logistics

2-way shipping

2-way shipping

2-way shipping

2-way shipping

Help Desk

- M-F: 9am-5pm local
- Excludes holidays

- M-F: 9am-5pm local
- Excludes holidays

24/7/365

24/7/365

Service Portal

Yes

Yes

Yes

Yes

Field Engineers

No

Yes

Yes

Yes

TAM (Technical Account Manager)

No

Yes

Yes

Yes

Operational Report

None

Upon request

Monthly

Monthly

* "x" indicates the duration in years




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