Mellanox Technical Support and Warranty - Silver, 3 Year, for IS5000 Series Switch

Mellanox Silver & Gold Service

Our End-User Support packages provide protection for your system hardware and software components. Mellanox's TAC centers are here to assist with all your technical needs. From advanced hardware RMA to the latest software patches and bug fixes as well as our renowned best practice guides. Mellanox Global Support has you covered.

• One, three or five year support options
• Factory repair replacement (for bronze) and Advance Hardware Replacement (priority air ship within 24 hrs of RMA assignment) for Silver and Gold
• 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)

Under the Gold/Silver Service Level Agreement, Mellanox Technologies will provide:

• Hardware warranty
• Firmware release updates
• Cluster-wide software support

These SLAs also include the investigation and analysis of any problems reported by the customer, which are related to Mellanox firmware images and software stacks as described below:

• Mellanox InfiniBand and Ethernet software stacks, including Open Fabrics Alliance Enterprise Distribution (OFED) stacks InfiniBand/Ethernet software drivers.

The Mellanox support framework includes additional assistance with debugging, troubleshooting, tuning, and topology configuration, according to the customer's needs, covering host, switch and gateway products. Mellanox will attempt to fix or provide a work-around within the time frame mentioned in this SLAG according to his SLA.

Key Features

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