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.

OverviewMellanox M-1 Global Support plans are created to provide our customers with the optimal experience with Mellanox equipment. The M-1 Global Support packages 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 PlanThe 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.

• Available Monday through Friday, 8:00am to 5:00pm local time.• Diagnostic tests and identification of any required replace-ment

part(s) must be completed by 3pm local time to schedule nextbusiness day on-site support. Diagnostic tests completed after3pm local time will result in second day on-site support.

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

• RMA/Warranty Policy

4-Hour On-site Support

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

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

• 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 offerings, 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

4-Hour Expedite RMA Service - Gold Support Upgrade Program Mellanox 4-Hour Expedite RMA Service is an optional upgrade to the standard Mellanox Gold Support package, offered to customers requiring mission-critical response time. This service provides customers with Mellanox's best-in-class 24x7 Gold Software and Hardware Support along with replacement of faulty hardware within 4 hours. This enables Mellanox customers to get back to an operational state as quickly as possible, avoiding costly production disruptions and delays.

SilverPlus / GoldPlus - Silver and Gold Support 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

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 24x7Product coverage Hardware Repair Only Hardware/Firmware/

Server/SoftwareHardware/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.

Customer Support Contact Information Other InquiriesMellanox Call Center Contact us here for anything related to our +1 408.916.0055 company or services .

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

Customer Support Emailsupport@mellanox.com

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Mellanox CommunityMellanox 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 AcademyWe 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• Mellanox Global Expedite RMA Service