Supermicro Global Hardware Maintenance Service & Support

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1 Supermicro Global Hardware Maintenance Service & Support Supermicro Global Hardware Enhanced Services provides the highest quality of help desk services and product support for your Supermicro solutions. This offering is designed to help customers improve uptime, reduce costs, and enhance the productivity of their investment in Supermicro equipment. With Global Hardware Enhanced Services, problems with your Supermicro hardware will be resolved rapidly. Our professional staff will work closely with you to restore your Supermicro hardware with minimal disruption to your business operations. Supermicro Global Hardware Enhanced Services is available in a number of customer selectable options based on your SLA and business needs. These options include response times, repair priority levels, spare parts requirements, logistics, data privacy, and security needs. June 2014

2 Overview As a leading provider of Building Block Solutions for Data Centers, Supermicro is the premier choice for your professional support services- offering global coverage and highly efficient, on-time responsiveness to meet your hardware maintenance challenges. Supermicro s goals are to help you improve your service levels, reduce operating expenses through efficiency, while extending your overall infrastructure value through maximum uptime. With Supermicro Super Services, you can count on results through these areas below: Flexible and customizable service level agreements (SLA) Highly efficient support systems and processes. Direct access to Level III services staff, field service engineers, and support operation management. Live, domestic call center responses, not an automated voice system Single point of contact for support in a multi-vendors environment Highly cost-effective service Supermicro s focus is to ensure that you protect your hardware investment by maintaining a high level of uptime. We promise each customer professional levels of responsiveness, accountability, collaboration and quality. Service Benefits Your infrastructure is the essential foundation of your business. Supermicro services will deliver timely resolution. The benefits to your company include: Increased business productivity and improved uptime Increased return on your IT investment Convenient onsite support High-quality support backed up by Supermicro Reliable response times and predictable repair times More effective IT resource planning and enhanced staff productivity Support tailored to your processes Dedicated Technical Account Manager Service Feature Highlights Whether your business needs basic warranty service, more comprehensive services, and /or premium services, Supermicro offers: Choice of coverage windows Choice of response times or call-to-repair times (for eligible products only) Work to completion Remote problem diagnosis and support Electronic remote support Onsite hardware support Materials and spare parts Escalation management Access to electronic support information and services Preventative maintenance Defective material retention Call-to-repair time commitments Enhanced parts inventory management Upfront audit 1

3 Service Workflow Place a request Once the customer has placed a service request via a designated Supermicro support telephone number, Supermicro or its authorized Supermicro representative will work with the customer during coverage hours to isolate the hardware problem. Supermicro retains the right to determine the final resolution of all reported problems. Materials Supermicro will provide supported parts and materials necessary to maintain the covered hardware equipment in operating condition. Replacement parts are new or recertified as new in performance. Replaced parts become the property of Supermicro. Onsite hardware support When the defective parts have been determined, a Supermicro authorized representative will be onsite and replace the defective parts to enable proper operation of the hardware products. Onsite response time Onsite response time specifies the period of time that begins when the initial service request is received by Supermicro and the defective parts have been determined and ends when the Supermicro authorized representative arrives at the customer s site. All response times are subject to local availability. Work to completion Once a Supermicro authorized representative arrives at the customer s site, the representative will continue to deliver the service until the products are operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but work will resume when they become available. Escalation Issues can be escalated to technical support or related Service Manager, if the case cannot be resolved by swapping parts. Covered products Supermicro SuperServer and customized Supermicro servers are covered, including motherboard, memory, hard drive, power supply, backplane, chassis, CPU, add-on-card, and selected 3 rd party parts. 2

4 Service-Level Options The Supermicro Onsite Service is available with several different service levels that are selectable by the customer. Currently one coverage-window option and one time commitment option are available. Please note that not all service-level options are available for all products. 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. Point of Contact Following are the steps Supermicro Onsite Service customers can take to make a service request. Contact Supermicro to open service calls. This can be done by the following methods: 24x7 Telephone: Toll Free VIP web portal: https://vip.supermicro.com Dedicated For all onsite service warranty, please be prepared to provide the following for the affected equipment: o Site name o Site address o Site contact name and o Site secondary contact name o Site contact phone number Preferred method of contact (phone or ) o System(s) model and serial number(s) o A brief description of the problem o A description of the diagnosis by the customer s personnel The technical service representative will call the site contact and provide any additional remedy steps and will coordinate the dispatch of parts and onsite service technicians as needed per Service Level Agreement. *Other companies interested in the Supermicro Onsite Service program should contact their Supermicro sales representative. 3

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7 Service Locations Country Americas Coverage Country EMEA Coverage Argentina Most Major Cities Austria All Major Cities Barbados, W.I. All Major Cities Bahrain Most Major Cities Bolivia Cochabamba, Santa Cruz Belarus Minsk, Gomel Brazil Brasilia, and other Major Cities Belgium Entire Country Canada All Major Cities Bulgaria Sofia and other Major Cities Chile Santiago, San Antonio, Valparaiso Czech Republic Most Major Cities Colombia Most Major Cities Denmark Most Major Cities Costa Rica San Jose Egypt Most Major Cities Dominican Republic Santo Domingo Finland Most Major Southern Cities Jamaica All Major Cities France All Cities Mexico San Pedro, Garza Garcia, Monterey, Villahermosa Germany All Major Cities Panama Panama City Greece All Major Cities Peru Lima Hungary Budapest USA Entire Country Ireland All Major Cities Venezuela Most Major Cities Israel All Major Cities Italy All Major Cities Country ASIA Coverage Jordan Amman Afghanistan Kabul Luxembourg Luxembourg Australia All Major Cities Malta Malta and Gozo China Most Major Cities Netherlands Entire Country Guam Entire Country Poland Most Major Cities Hong Kong Hong Kong island, Kowloon Portugal Most Major Cities India Most Major Cities Romania Most Major Cities Indonesia Most Major Cities Russia Moscow Only Japan All Major Cities Saudi Arabia Most Major Cities Malaysia Kuala Lumpur, Penang, Cyberjaya Sengal Dakar, Senegal, Mali New Zealand Entire Country Slovenia Ljubljana Pakistan Karachi South Africa All Major Cities Philippines Most Major Cities Spain Valencia, Pinto, Madrid, Costa Blanca, Sax, Alicante, Cartagena (Murcia) Singapore Singapore Sweden Most Major Southern Cities South Korea Seoul Switzerland All Major Cities Sri Lanka Colombo Metropolitan Area Turkey Most Major Cities Taiwan (R.O.C) All Major Cities UAE Dubai, RAK Thailand Bangkok, Hatyai, Songkhla UK Entire Country Vietnam Ho Chi Minh City, Hanoi, Da Nang City Supermicro Onsite Service & Support is available throughout North America. Service locations outside of North America are subject to review on a case-by-case basis. For more information including service limitations please contact your Supermicro sales representative and visit 6

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