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Onsite 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

  Maintenance Service & Support

Supermicro Product ID

OS4HR1
OS4HR2
OS4HR3

OSNBD1
OSNBD2
OSNBD3
Service Description 4-Hour Onsite Hardware
Service
Next Business Day Onsite
Hardware Service
Duration 1 Year - OS4HR1
2 Year - OS4HR2
3 Year - OS4HR3
1 Year - OSNBD1
2 Year - OSNBD2
3 Year - OSNBD3
Point of Contact 24 Hours x7 days 24 Hours x7 days
Web Portal Access Yes Yes
Help Desk / Technical Support via Phone Priority Access
24 Hours x7 days
9 am to 5 pm
Monday to Friday*
Remote / Online Diagnostic & Support Upon Request Upgradeable
Onsite Engineer 24 Hours x7 days 9 am to 5 pm
Next Business Day
Case Management Access to Supermicro service management team 9 am to 5 pm
Monday to Friday*
9 am to 5 pm
Monday to Friday*
Escalation management Access to Supermicro Service management team Priority Access
24 Hours x7 days
9 am to 5 pm
Monday to Friday*
Asset Tagging With Onsite Integration Service With Onsite Integration Service
Severity 1:

      • Business Critical
      • Complete losss of critical business function
      • Requires Immediate Response
      • 4 hour resolution time**
Yes Upgradeable
Severity 2:

      • High Business Impact
      • Requires Immediate Response
      • 4-8 hour resolution time**
Yes Upgradeable
Severity 3:

      • Minimal Business Impact
      • Workaround solution available
      • Next Business Day resolution time**
Yes Yes
Operation Report Monthly Upon Request
Operation Review Quarterly or Upon Request Quarterly or Upon Request
* Excludes holidays.
** The resolution time applies only if it is determined to be a hardware issue.


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