MELLANOX TECHNICAL SUPPORT PROGRAMS

End User SupportOur Standard Support packages provide protection to your system hardware and software components. Mellanox’s Technical Assistance Centers (TAC) are here to assist with all your technical needs.

End User Support Elements:

– Advanced hardware return material authorization (RMA)– Software maintenance including updates and bug fixes– Web access to knowledge base, best practices, doc

search, and web cases– Web-based technical training– TAC eSupport via e-mail and Web– Toll free TAC access

Partner SupportOur 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 senior global support experts to back your every need. Add to that our technical training certification programs and your support team has everything it needs to deliver end-user support with confidence.

Partner Support Elements:

– Advance hardware replacement– Software maintenance including updates and bug fix– Web access to knowledge base, doc search, and web

cases– Web-based technical training– Level 3 TAC eSupport via e-mail and Web– Level 3 toll free TAC access

Mellanox Comprehensive Support Program Mellanox has been a compute and storage interconnect leader for the past decade having successfully deployed millions of high- performance computing nodes in the world’s largest and most efficient clusters.

Mellanox team of support experts has experience in deploying the most challenging and leading-edge clustering technology over several technology generations across a wide variety of applications in High-Performance Computing and Enterprise Data Centers.

Mellanox is unique in its ability to support end-to-end solutions inclusive of silicon, firmware, host software stacks and accelerators, adapter cards, switch systems, gateway systems, fabric management software and cables.

Highly knowledgeable professionals are here to provide the support you need to efficiently maintain your investment.

Whether it’s upgrading your Mellanox systems, optimizing your network performance, or fixing unexpected system issues, Mellanox maintenance contract will give you the reliability and credibility you need, by relying on Mellanox expertise to keep your applications running smoothly.

Mellanox M-1 Global Support plans are created to provide our customers with the optimal experience with Mellanox equipment. The M-1 Global Support pacakges encompass a variety of support choices to suit every need and level of user expertise. Three different pre-defined service levels are offered: Bronze, Silver and Gold. The Silver and Gold service plans can be further augmented with a Professional Services plan which allows customers to leverage advanced Mellanox cluster services on-site.

Bronze Support Plan

The Bronze support program is our basic level support package, tailored for system administrators that are self-suf- ficient in supporting their Mellanox infrastructure, but would like to augment support for hardware trouble shooting and replacement for hardware components in a timely man- ner. The Bronze support package does not cover support

for host software stacks or fabric management software. Response time within 24 hours.

Silver Support PlanThe 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 PlanThe 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.

SilverPlus and GoldPlus - Silver and Gold Support with an onsite support upgrade programThe worldwide SilverPlus and GoldPlus programs are our standard packages with an additional value add component. We contract our certified engineers from a global network of companies, all strategically located to quickly respond to your support calls (see table below for additional details). 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 localtime.

• Diagnostic tests and identification of any required replace-ment part(s) must be completed by 3pm local time toschedule next business day on-site support. Diagnostictests completed after 3pm local time will result in secondday on-site support.

• Replacement parts must be on-site before certified engi-neers are dispatched. (on-site spares are recom- mended).

• RMA/Warranty Policy

4-Hour On-site Support

• On-site response within four hours (“4HR”), after thediagnostic test is complete.

• Replacement parts must be on-site before certified engi-neers are dispatched.

• 4-Hour on-site support is available 24/7/365.

• If the replacement part is not on-site, Mellanox will dis-patch prepared certified engineers as soon as parts arrive.

Support Plus is not available for Partner Support offer- ings nor is it available on field replacement units. This is a complete support plan package. These enhanced offerings are only available on new purchases of Mellanox Products that have Silver and Gold level packages available. Some hardware renewals may qualify, end of life products are excluded.

Customer Centric Support Plans to Suit Every Need

Online Support

MyMellanoxMyMellanox is an Online Customer Resource Management (CRM) system provides a comprehensive online platform to

manage all your support issues in one place and from anywhere that suits you.

Key Features:

Personalized portal view according to your account entitlement

Access to General Availability releases and to account-specific SW, FW, patches, and documents

Access to useful knowledge articles: FAQs, HowTos, Critical Advisories, and CommonError

Search for files, products, and more (advanced search also available)

Online Chat with Mellanox Customer Support Team

Subscribtion to products of your interest to notified upon new/updated releases and technological advisories

Built-in RMA request and tracking system

Cases and service requests management

Contracts management

Licenses management

Customer Mobile App

You are busier than ever these days and always on the move. Therefore, we’ve made it easier than ever for you to connect with Mellanox on your mobile devices (supporting Android and IOS). MyMellanox mobile application is a fast and simple way to contact support, check on case updates, get product documentation and receive alerts for case updates, new releases, critical advisories and more.

Key Features:

View your asset environment information

Create support cases, view and update case notes

Scan a product barcode or enter a serial number for quick access to product documentation and product warranty status

Engage with a Mellanox support agent via chat, email, or phone

Receive notifications for product updates and “flagged” cases as they are updated

Access Mellanox Academy

Features Bronze (Hardware only) Silver (HW/SW) Gold (HW/SW)

Software/Firmware updates Committed response Commercial Best effort 4Hours 2Hours / 30 Minutes for P1

Access to On-Line technical Training Center

Email /Web/1800 toll free Email only 8am – 5pm M-F 24x7

Product coverage Hardware Repair Only Hardware/Firmware/Server/Software

Hardware/Firmware/Server/Software

RMA Warranty Policy Advanced Replacement (Next business day shipment)

Advanced Replacement (Next business day shipment)

Advanced Replacement (Next business day shipment)

Web Only

No

NoMyMellanox Access

World-wide Technical Assistance Centers (TAC) Support is available through our support centers in North America, EMEA and Asia, allowing customers in all areas of the world to receive timely and proactive support. Call numbers and details about the TAC Hotline are available online and from your local Mellanox represen-tative.

Mellanox Support Center Contact Information:Mellanox Call Center +1 408.916.0055

Toll-free (USA only)86-Mellanox (866-355-2669)

Emailsupport@mellanox.com

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350 Oakmead Parkway, Suite 100 Sunnyvale, CA 94085Tel: 408-970-3400 • Fax: 408-970-3403www.mellanox.com

Mellanox Community

Mellanox Community is a public platform where you can have an easy access to technological posts, questions, discussions, solutions, best practices and more. With a community of thousands of users from all around the world, Mellanox Community has become a highly active public platform where Mellanox’s experts, customers, and advocates can carry public technological discussions about Mellanox’s products, solutions and features.

Mellanox Academy

We invested many resources and came up with a perfect learning platform, the Mellanox Online Academy. The Academy offers an outstanding learning experience for interactive online courses, as well as for instructor-led courses. The Online Academy offers Free, Gold and Platinum memberships that enable different access levels to the Academy course library, access to the video tutorial library, and access to the interactive HOW-TOs library. The online self-paced courses are available 24/7 and were designed to deliver a high-end learning experience with interactive units, videos, simulators, quizzes, related docs and support from a remote instructor.

Related Support Documents

• Work Effectively with Mellanox Support• Mellanox Support and Services FAQs for Resellers and End Users• Mellanox Support and Services User Guide