To purchase SLAs, or for questions on eligibility, please contact our Mellanox Certified Sales Consultants at (855) 897-1098.

Mellanox Store Standard Warranty

Mellanox Store provides a one-year advanced hardware replacement warranty on all New and Certified Refurbished Mellanox hardware at no charge. In the event of a product failure, the Mellanox Support will assist you remotely to identify the failed component. If a product failure is identified, an RMA (Return Materials Authorization) will be generated.

Mellanox Software Warranty

Mellanox also warrants that our software will operate in conformance with our documentation for a period of 90 days. Customers should reference the warranty specification for full warranty terms and conditions.

Mellanox End-User Support Upgrades

End-User Support packages provide protection for your system hardware and software components. Mellanox’s Technical Assistance Center (TAC) 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 or three 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)

Mellanox Partner Assist Support

Our Partner Assist Support is designed to augment our many service partners around the globe. This program provides Mellanox service partners with hardware and software protection as well as access to our Sr. Global Support experts to back your every need. Add to that our technical training certification programs and your support team has everything needed to deliver end-user support with confidence.

  • One or three year support options
  • Advance Hardware Replacement (priority air ship within 24 hrs of RMA assignment)
  • Software maintenance - Updates and Bug Fixes
  • Support web access - Knowledge base, doc search, web case
  • Access to On-Line technical Training Center
  • Level 3 - TAC eSupport - E-mail/Web
  • Level 3 - Toll free TAC access (normal business hours for US/EMEA TAC centers)
  • Committed TAC response (normal business hours for US/EMEA/APAC TAC centers)

Support Agreements

Mellanox Technologies provides End-User customers several levels of support agreements in order to meet customer expectations from all support aspects. Customers can purchase one of the following levels of support through the Mellanox authorized reseller or OEM:

  • Bronze – available for End-User support program
  • Silver – Available for End-User and Partner Assist programs
  • Gold - Available for End-User and Partner Assist programs

Each support level provides a different Level of Support Assistance for Hardware Platform, Firmware, drivers, protocols and software provided support. Each support level’s documentation provides more details regarding this matter. The customer may elect to acquire an SLA for a period of one year, or an extended SLA for a period of up to five years. During the SLA period, Mellanox shall provide support in order to assure that Mellanox products operate substantially in accordance with the software specifications.

Bronze Support Plan

The Bronze support program is our basic level support package, tailored for system administrators that are self-sufficient in supporting their Mellanox infrastructure, but would like to augment support for hardware trouble shooting and replacement for hardware components in a timely manner. 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 package and provides complete end-to-end support for Mellanox solutions. Mellanox end-to-end solutions provide the highest efficiency, reliability and ROI allowing system administrators to maximize the use of their investment in Mellanox solutions. The Silver support package is ideally suited for delivering the best value and optimal use of your Mellanox infrastructure. The Silver level support package is available for hardware, host stack and fabric management software. To provide the complete maintenance coverage that is needed to protect the investment, the customer should purchase a full package that includes the onsite next business day or 4 hour response time (Support Plus).

Gold Support Plan

The Gold support program is the Mellanox premium service program for mission critical deployments where a small percentage of down time could result in a significant loss to businesses. The Gold package provides 24/7 hotline support and 30 minutes response time for severity 1 case and up to 2 hours response time for any other severity case.The Gold level support package is available for hardware, host stack and fabric management software. For complete coverage, Gold support needs to be purchased for all components of the solution.

SupportPlus On-site Support Upgrade Program

Mellanox worldwide SilverPlus and GoldPlus programs are our standard packages with an additional value and component. Our certified engineers come from a global network of companies, all strategically located to quickly respond to customer calls. They specialize 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
  • Replacement parts must be on-site before the certified engineers are dispatched. (On-site spares are recommended)
  • 4-Hour On-Site support:
  • A four hour (“4HR”), on-site support after the diagnostic test is completed and replacements parts are available on-site
  • Replacement parts must be on-site before the certified engineers are dispatched
  • 4-Hour on-site support is available 24/7/365
  • If the replacement part is not on-site, Mellanox will dispatch the certified engineers as soon as parts arrive

For a complete guide to Mellanox Technologies Support and Services, please reference the latest revision of the user guide on the official Mellanox Technologies website.