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SMCI™ Global Services & Support

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 +1-866-599-3226
VIP web portal: onsite.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