SMCI™ Global Services & Support – Better. Faster. Greener.™
Supermicro Hardware Maintenance provides flexible and customizable Service Level Agreements for logistic, 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 environments 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, the issue has been identified, and spare parts have been received onsite. - Next Business Day 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, the issue has been identified, 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 +1-866-599-3226VIP 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 |
OSINTS – Onsite Integration Services