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Supermicro Strategic Solution & Global Services
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 cansend 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 requiredparts 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

Supermicro Service-Level Options:Bronze---------

Service Desk
Two Way ShippingService Portal
Reserved Spare Parts
Onsite Technical Personnel
Technical Account Manager
Response SLA

Silver---------Gold---------

Platinum---------

Basic(SMSADx)

Next Day(OSNBDx)Same Day(OS4HRx)

4 Hours

Customizable

3
Next
Business Days Business Days

Operational Report

24x7 Telephone:
VIP web portal:
Dedicated email:

Toll Free +1-866-599-3226
onsite.supermicro.com
onsiteservice@supermicro.com

(OSPLTx)

Note: The SLA response time begins when the issue is determined to be a hardware issue, and the defective part is identified. Our certified service desk will respond within thehour and help identify the problems once a ticket is logged. The more information that is shared with Supermicro, the faster our experts can work towards identifying the issue.

© 2023 Copyright Super Micro Computer, Inc. All rights reserved

October 2023

Supermicro Strategic Solution & Global Services

Onsite Integration Service

Supermicro University - Training

Supermicro can help implement the solutions by defining
the installation, upgrade, or migration requirements. In
addition, Supermicro can help with the planning, identify
service requirements, create, and execute the project plan,
conduct verification testing, training, and provide technicaldocumentation.

Supermicro offers different levels of certifications foreach solution training via our Supermicro University. Thiscertification can help you promote the products, manage, andcontrol your systems with detailed knowledge.

Digital Media Retention or Parts Retention
Program
As a business, you need to (and want to) stay in control ofyour company data. Supermicro offers a DMR service fordisks or PRP, what better service than DMR for disks or PRP
for other components is there to have?
This will provide the option to keep your failed disks with norisk. It is a real must in today’s business.

Upgrades / Renewals
Customers will be notified in advance regarding their service
agreement expiration. Customers can elect to upgrade orrenew their agreements to sustain business continuity.

Managed Services
At Supermicro, we understand that services must meetyour business needs, so if one of our best services doesn’tcover your business needs, we can tailor our services to yourbusiness needs together.

Frequently Asked Questions
1. Who is eligible?
To qualify for service, your purchase must consist of acomplete Supermicro server with CPU, memory, andhard drives all provided by Supermicro and integrated at
Supermicro.
2. How do I determine what service level is best for myoperation?
Generally, our service levels are based on your own servicelevel agreement. You will need to consider your own needs
and what, in your judgment, is the best balance between
those needs and your budget. Our GOLD-level package,for example, is one of the best geared services toward
those with mission-critical applications who cannot afford
downtime. Our Bronze-level package, in contrast, may
be suited to cloud service providers whose software will
already provide high availability even during downtimes.
3. How much will the service cost?
Our service price depends on several factors:
1) Type and number of systems covered2) Duration
3) Service level4) Additional add-on features: Please contact yourSupermicro sales representative with this information
for an up-to-date quote.

4. I have already made a complete system purchase. How canI integrate a new service plan into it?
To add a service plan, contact your Supermicro sales
representative or Supermicro Global Services directly via thecontact information found in this document.
5. Can I buy a service package with a duration of longer than
three years?
Yes, it does depend on the life cycles of the particular systems inquestion. Generally, our products currently allow for longer life
cycles, but you will need to check with your Supermicro sales
representative for the terms of your specific case.

Go to https://www.supermicro.com/en/support/global-services orscan the QR code to visit the Supermicro Services and Support web page:© 2023 Copyright Super Micro Computer, Inc. Specifications subject to change without notice. All other brands and names are the property of
their respective owners. All logos, brand names, campaign statements and product images contained herein are copyrighted and may not be
reprinted and/or reproduced, in whole or in part, without express written permission by Supermicro Corporate Marketing.