Contact Support

Mellanox Call Center
+1 408.916.0055

Toll-free (USA only):
86-Mellanox (8663552669)

Email: support@mellanox.com

Support Overview


Here at Mellanox we understand the important role our solutions play in your technology environment.  To assist in protecting that investment, Mellanox maintains a Best in Class Global Support Operation employing only Sr. Level Systems Engineers and utilizing state of the art CRM systems.  We commit to the highest levels of Customer and Partner Satisfaction and will work tirelessly to exceed all your support expectations.


At Mellanox we have a real commitment to partnerships. Our high-touch business model emphasizes long-term partnerships and dedication to the success of our solution. With focus to maintain a best in class support operation, we will work to understand your needs and meet them with innovative, proven and cost-effective solutions.

To this end, we have developed a comprehensive, customer-centric set of support programs. The flexible Mellanox service programs are tailored to match your specific requirements. These programs make it easy and affordable for you to get the care you need, whenever you need it. Mellanox also offers Professional Services where our highly skilled HPC cluster technology experts can assist your IT staff with advanced installation and customized training. Our support and professional service completes the Mellanox solution by providing high-quality support with knowledgeable support resources on-demand.

  • Small Company attention with big company capability
  • Globally deployed CRM (SalesForce) designed with the highest level of feature utilization to meet our strict support standards
  • Sr. Systems Engineers for all levels of call response
  • No time wasting support tiers to go through
  • Best in class SupportWeb tools
  • Mellanox Toolbar for simplified searches
  • Renowned knowledge base
  • On-Line technical Training Center

 

Support Programs


Program Components
Mellanox offers a comprehensive set of Support and Professional Service offerings to meet the needs of every customer/partner. Getting the right level of investment protection at the right price is as simple as selecting one of our high content Mellanox support programs. Professional Services are available to assist your staff with customized services to meet your needs.

End User Support
Our Standard 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.

Support Elements:

Advance Hardware Replacement (priority air ship within 24 hrs of RMA assign)
Software maintenance - Updates and Bug Fixes
Support web access -  knowledge base, doc search, web case
Web based technical training
TAC eSupport - E-mail/Web
Toll free TAC access (normal business hours for US/EMEA/APAC TAC centers)
4hr committed TAC response (normal business hours for US/EMEA/APAC TAC centers)

 

Partner 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.

Support Elements:

Advance Hardware Replacement (priority air ship within 24 hrs of RMA assign)
Software maintenance - Updates and Bug Fixes
Support web access -  knowledge base, doc search, web case
Web based technical training
Level 3 - TAC eSupport - E-mail/Web
Level 3 - Toll free TAC access (normal business hours for US/EMEA TAC centers)
4hr committed TAC response (normal business hours for US/EMEA/APAC TAC centers)

 

Professional Service
Mellanox Global Professional Service (GPS) provides immediate business benefits helping to ensure rapid adoption and maximum utilization of high performance computing and data center solutions. Corporate IT managers know the challenges of introducing new technology to their networks. Mellanox’s consultants and engineers bring substantial expertise in fabric design, configuration and deployment as well as in application communications and tuning allowing you to leverage Mellanox solutions to get the most out of your application infrastructure.

Mellanox’s GPS consultants and engineers are experts in Mellanox products, InfiniBand technology, application performance tuning, and protocol stacks such as MPI, TCP/IP, RDMA, and Storage.  Voltaire has led the Open Source communities for InfiniBand, RDMA, MPI and iSCSI implementation since its inception. This experience can save time and money and help you to maximize the return on your investments by ensuring the most efficient solution.

Offerings

Installation Services
Professional services packages have been designed to ensure the Mellanox solution is deployed rapidly and efficiently.  We offer packages that deliver a full turnkey installation that covers everything from unpacking to benchmarking with a final check on the health of the fabric itself.  These services are also available a la carte in order to augment existing deployment plans.

Applications Engineering
Mellanox Global Professional Services offers highly skilled engineers that are trained and experienced in optimizing application infrastructure performance.  Performance criteria will be set in consultation with GPS consultants in order to define benchmarks that are tailored to the specific environment and applications. Mellanox’s experience in RDMA, applications acceleration, and MPI can bring unmatched performance to your solution.

Technical Training
Our Technical Training starts with an On-Line Technical Training Center where customers and partners can access on-line CBT’s , Certification Programs, Schedule to attend our in-house training or request a customized on-site training to meet your needs and schedules.

Mellanox Inc. reserves the right to change, modify, transfer, or otherwise revise this specification without notice. Please contact your Mellanox representative to confirm current specifications.