As a leading Data Center Solutions provider, Supermicro is the premier choice for your professional service needs, offering global coverage and highly efficient, on-time responsiveness to meet your hardware maintenance challenges. Supermicro’s focus is to ensure that you protect your hardware investment by maintaining maximum uptime. In addition, Supermicro promises each customer professional levels of responsiveness, accountability, collaboration, and quality.
Supermicro Global Services and Support provides flexible and customizable Service Level Agreements for logistics, remote service desk, and onsite support to cover the Supermicro hardware solutions.
Supermicro Global Services Advantage:
- As our customer, you have access to the service desk and/or service portal
- 24x7 (x365) Call center for entitlement checking with routing to service desk, single point of contact. If needed, routing can send a call to 3rd party partners
- Selectable SLA to meet your business requirements
- Supermicro keeps stock available in a depot in the country to help meet your SLA
- Supermicro handles reserved parts and arranges two-way shipping
- Supermicro logistics team – takes care of send and receive, packaging, import/export, value added tax to provide the required parts on time for our end customers
- Field Engineer (with the exception of Bronze Level)
- Web portal for submitting, tracking cases, routing, and metrics for SLA
- Technical Account Manager (TAM) manages the account, deals with escalation, and includes optional reporting
- Onsite installation services
- Special services to meet your GDPR requirements, for example, Digital Media Retention Service
| Onsite Service | Bronze (SMSAD) | Silver (OSNBD) | Gold (OS4HR) | Mission Critical | |
|---|---|---|---|---|---|
| SLA | 3 Business Days | Next Business Day | 4-Hour | Restore SOW Based | |
| Parts | Service Stock to meet SLA | ||||
| Spare Part Location | Used to meet SLA | Regional | Regional or In Country | Local | Local |
| Advanced Logistics | 2-Way Shipping Import/ Export, & VAT. | ||||
| 24x7 Service Desk | Entitlement checking, Guided Troubleshooting, Phone Support | ||||
| Service Portal | Ticket submission, Case tracking & Routing | ||||
| Onsite Field Engineer | Global Availability Part Replacement | ||||
| Dedicated or Resident Engineer | |||||
| Technical Account Manager | Account Management, Single point of contact, Escalation Support, QBR | ||||
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