PartnerFIRST Support Letter
Dear Mellanox Partner,
First; we would like to thank you for helping Mellanox achieve record revenues in Q3.
As companies like Google, Facebook, Microsoft, Apple and Rackspace continue to build out their cloud infrastructure, they are demanding the bandwidth that only Mellanox can provide. You already know that Mellanox leads the industry with 56Gb/s InfiniBand, and 40 Gigabit Ethernet, and we are planning even more exciting announcements for 2012.
Second; we need to ask your assistance in assuring that our customer expectations are met and exceeded. As exciting and reliable as Mellanox technologies and products are, customers still need to be equipped to deal with unforseen problems. We want to encourage you to provide your customers with the appropriate level of support for their business. In addition, including support presents an additional revenue and margin opportunity for you. For these reasons, we have communicated to our distribution partners that ALL Opportunity Registration Requests MUST Include a Support Option (Bronze / Silver / Gold).
To ensure that all our customers have an opportunity to contact our Technical Assistance Center team and get assistance, Mellanox provides a one year limited warranty on all Mellanox hardware at no additional charge. In the event of a product problem, the Mellanox Technical Assistance Center (TAC) will assist the customer to remotely to identify a product failure or other problem. If a product failure is identified, an Return Materials Authorization (RMA) will be generated. The Mellanox one year limited warranty provides for a replacement part to be sent to the customer site within 15 business days after Mellanox receipt of the RMA part.
Most customers, however, require additional support, especially with new technology. For this reason Mellanox also offers advanced hardware RMA and the latest software patches and bug fixes as well as our renowned best practice guides through our Bronze, Silver or Gold support options. Briefly; each of these support options feature;
- One or three year duration options
- Software maintenance - Updates and Bug Fixes
- Support web access - knowledge base, doc search, web case
- Access to On-Line technical Training Center
- TAC eSupport - E-mail/Web
- Toll free TAC access (normal business hours for US/EMEA/APAC TAC centers)
- Committed TAC response (normal business hours for US/EMEA/APAC TAC centers)
- Factory repair replacement (for Bronze) and Advance Hardware Replacement (priority air ship within 24 hrs of RMA assignment) for Silver and Gold
Under the Bronze Service Support Option, Mellanox Technologies will provide:
- Extended Hardware warranty
- Firmware release updates
Customer support under the Bronze Support SLA is provided Monday through Friday, from 9:00am to 6:00pm (TAC local Business
Hours). The Orderable Part Number format for Bronze Service is in the format EXW-xxxxx-XB
Under the Gold/Silver Service Support Option, Mellanox Technologies will provide:
- Hardware warranty
- Firmware release updates
- Cluster-wide software support
Customer support under the Silver Service Support Option SLA is provided Monday through Friday, from 9:00am to 6:00pm
(TAC local Business Hours). The Orderable Part Number format for Silver Service Support is in the format SUP-xxxxx-XS
Customer support under the Gold Support Option SLA provides access to TAC support 24 hours a day seven days a week for mission critical environments. The Orderable Part Number format for Gold Service Support is in the format SUP-xxxxx-XG
For more information on support services and warranty, please refer to the following documents;
Services & Support User Guide
Mellanox Support FAQ
Thank you for your assistance in this matter, and please feel free to contact us directly with any questions, or concerns.