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MELLANOX TECHNICAL SUPPORT PROGRAMS
Mellanox Comprehensive Support ProgramMellanox has been a compute and storage interconnect leader for the past decade having successfully deployed millions ofhigh- performance computing nodes in the world’s largest and most efficient clusters.Mellanox team of support experts has experience in deploying the most challenging and leading-edge clustering technologyover several technology generations across a wide variety of applications in High-Performance Computing and EnterpriseData Centers.Mellanox is unique in its ability to support end-to-end solutions inclusive of silicon, firmware, host software stacks andaccelerators, adapter cards, switch systems, gateway systems, fabric management software and cables.Highly knowledgeable professionals are here to provide the support you need to efficiently maintain your investment.Whether it’s upgrading your Mellanox systems, optimizing your network performance, or fixing unexpected system issues,Mellanox maintenance contract will give you the reliability and credibility you need, by relying on Mellanox expertise to keepyour applications running smoothly.End User SupportPartner SupportOur Standard Support packages provide protection toyour system hardware and software components.Mellanox’s Technical Assistance Centers (TAC) are hereto assist with all your technical needs.Our Partner Assist Support is designed to augment ourmany service partners around the globe. This programprovides Mellanox service partners with hardware andsoftware protection as well as access to our senior globalsupport experts to back your every need. Add to that ourtechnical training certification programs and your supportteam has everything it needs to deliver end-user supportwith confidence.End User Support Elements:– Advanced hardware return material authorization(RMA)– Software maintenance including updates and bug fixes– Web access to knowledge base, best practices, docsearch, and web cases– Web-based technical training– TAC eSupport via e-mail and Web– Toll free TAC accessPartner Support Elements:– Advance hardware replacement– Software maintenance including updates and bug fix– Web access to knowledge base, doc search, and webcases– Web-based technical training– Level 3 TAC eSupport via e-mail and Web– Level 3 toll free TAC access
Customer Centric Support Plans to Suit Every NeedOverviewMellanox M-1 Global Support plans are created to provideour customers with the optimal experience with Mellanoxequipment. The M-1 Global Support packages encompass avariety of support choices to suit every need and level of userexpertise. Three different pre-defined service levels areoffered: Bronze, Silver and Gold. The Silver and Gold serviceplans can be further augmented with a Professional Servicesplan which allows customers to leverage advanced Mellanoxcluster services on-site.Bronze Support PlanThe Bronze support program is our basic level supportpackage, tailored for system administrators that are self-sufficient in supporting their Mellanox infrastructure, but wouldlike to augment support for hardware trouble shooting andreplacement for hardware components in a timely man- ner.The Bronze support package does not cover support for hostsoftware stacks or fabric management software. Responsetime within 24 hours.Silver Support PlanThe Silver support program is our most popular supportpackage and provides complete end-to-end support forMellanox solutions. Mellanox end-to-end solutions providethe highest efficiency, reliability and ROi allowing systemadministrators to maximize the use of their investment inMellanox solutions. The Silver support package is ideallysuited for delivering the best value and optimal use of yourMellanox infrastructure. The Silver level support package isavailable for hardware, host stack and fabric managementsoftware. To provide the complete maintenance coverage thatis needed to protect the investment, the customer shouldpurchase a full package that includes the onsite nextbusiness day or 4 hour response time (Support Plus).Gold Support PlanThe Gold support program is the Mellanox premium serviceprogram for mission critical deployments where a smallpercentage of down time could result in a significant loss tobusinesses. The Gold package provides 24/7 hotline supportand 30 minutes response time for severity 1 case and up to 2hours response time for any other severity case. The Goldlevel support package is available for hardware, host stackand fabric management software. For complete coverage,Gold support needs to be purchased for all components ofthe solution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ilverPlus GoldPlus - Silver and Gold Support Onsite6upport 8pgrade 3rogramThe worldwide SilverPlus and GoldPlus programs are ourstandard packages with an additional value add component.We contract our certified engineers from a global network ofcompanies, all strategically located to quickly respond to yoursupport calls (see table below for additional details). Theyspecialize in troubleshooting and on-site repair.SupportPlus Elements:Next Business Day (NBD) On-site Support Available Monday through Friday, 8:00am to 5:00pm local time. Diagnostic tests and identification of any required replace-mentpart(s) must be completed by 3pm local time to schedule nextbusiness day on-site support. Diagnostic tests completed after3pm local time will result in second day on-site support. Replacement parts must be on-site before certified engi-neers aredispatched. (on-site spares are recom- mended). RMA/Warranty Policy4-Hour On-site Support On-site response within four hours (“4HR”), after the diagnostictest is complete. Replacement parts must be on-site before certified engi-neers aredispatched. 4-Hour on-site support is available 24/7/365. If the replacement part is not on-site, Mellanox will dis-patchprepared certified engineers as soon as parts arrive.Support Plus is not available for Partner Support offerings, nor isit available on field replacement units. This is a complete supportplan package. These enhanced offerings are only available onnew purchases of Mellanox Products that have Silver and Goldlevel packages available. Some hardware renewals may qualify,end of life products are excluded.
FeaturesBronze (Hardware only)Silver (HW/SW)Gold (HW/SW)Web Only Commercial Best effort4Hours2Hours / 30 Minutes for P1Access to On-Linetechnical Training CenterNo MyMellanox AccessNo Email only8am – 5pm M-F24x7Hardware Repair ware/Server/SoftwareAdvanced Replacement(Next business day shipment)Advanced Replacement(Next business day shipment)Advanced Replacement(Next business day shipment)Software/Firmware updatesCommitted responseEmail /Web/1800 toll freeProduct coverageRMA Warranty PolicyOnline SupportMyMellanoxMyMellanox is an Online Customer Resource Management (CRM) system provides a comprehensive online platform tomanage all your support issues in one place and from anywhere that suits you.Key Features: Personalized portal view according to your account entitlement Access to General Availability releases and to account-specific SW, FW, patches, and documents Access to useful knowledge articles: FAQs, HowTos, Critical Advisories, and CommonError Search for files, products, and more (advanced search also available) Online Chat with Mellanox Customer Support Team Subscribtion to products of your interest to notified upon new/updated releases and technological advisories Built-in RMA request and tracking system Cases and service requests management Contracts management Licenses managementCustomer Mobile AppYou are busier than ever these days and always on the move. Therefore, we’ve made it easier than ever for you to connectwith Mellanox on your mobile devices (supporting Android and IOS). MyMellanox mobile application is a fast and simpleway to contact support, check on case updates, get product documentation and receive alerts for case updates, newreleases, critical advisories and more.Key Features: View your asset environment information Create support cases, view and update case notes Scan a product barcode or enter a serial number for quick access to product documentation and product warranty status Engage with a Mellanox support agent via chat, email, or phone Receive notifications for product updates and “flagged” cases as they are updated Access Mellanox Academy
Mellanox CommunityMellanox Community is a public platform where you can have an easy access to technological posts, questions, discussions,solutions, best practices and more. With a community of thousands of users from all around the world, Mellanox Communityhas become a highly active public platform where Mellanox’s experts, customers, and advocates can carry publictechnological discussions about Mellanox’s products, solutions and features.Mellanox AcademyWe invested many resources and came up with a perfect learning platform, the Mellanox Online Academy. The Academyoffers an outstanding learning experience for interactive online courses, as well as for instructor-led courses. The OnlineAcademy offers Free, Gold and Platinum memberships that enable different access levels to the Academy course library,access to the video tutorial library, and access to the interactive HOW-TOs library. The online self-paced courses are available24/7 and were designed to deliver a high-end learning experience with interactive units, videos, simulators, quizzes, relateddocs and support from a remote instructor.Related Support Documents Work Effectively with Mellanox SupportMellanox Support and Services FAQs for Resellers and End UsersMellanox Support and Services User GuideMellanox Global Expedite RMA ServiceWorld-wide Technical Assistance Centers (TAC)Support is available through our support centers in North America, EMEA and Asia, allowing customers in all areas of theworld to receive timely and proactive support. Call numbers and details about the TAC Hotline are available online and fromyour local Mellanox represen-tative.Customer Support Contact InformationOther InquiriesMellanox Call Center 1 408.916.0055Contact us here for anything related to ourcompany or services .Toll-free (USA only)86-Mellanox (866-355-2669)Customer Support Emailsupport@mellanox.com350 Oakmead Parkway, Suite 100Sunnyvale, CA 94085Tel: 408-970-3400 Fax: 408-970-3403www.mellanox.com Copyright 2017. Mellanox Technologies. All rights reserved.7952 V2.1
like to augment support for hardware trouble shooting and replacement for hardware components in a timely man- ner. The Bronze support package does not cover support for host software stacks or fabric management software. Response time within 24 hours. Silver Support Plan The Silver support program is our most popular support
