Support & Services

Voltaire understands the important role our solutions play in your technology environment. Therefore, you can rely on Voltaire's Technical Support Group for the highest quality support. From installation to problem resolution, Voltaire's Technical Support Group provides the resources needed to quickly and easily answer all of your questions.

Support Overview

At Voltaire 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 Voltaire 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. Voltaire also offers Professional Services where our highly skilled InfiniBand technology experts can assist your IT staff with advanced installation and customized training. Our support and professional service completes the Voltaire solution by providing high-quality support with knowledgeable support resources-on demand.

Support Offering

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

Warranty
Voltaire provides a one year limited warranty on all Voltaire hardware included in the price of the hardware. Our responsive return and repair services are managed by our TAC (Technical Assistance Center) located in our US Headquarters or our EMEA facility, where spares are stocked.

In the event of a product failure, the TAC will assist you remotely to identify the failed component. If a product failure is identified, an RMA (Return Materials Authorization) will be generated. Standard warranty provides for advanced replacement of the faulty part within the first 30 days. Voltaire 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.

Hardware Support
If you are in search of a program that protects your Voltaire hardware investment as well as your support budget, then this program is for you. Voltaire hardware support is for System Administrators who can handle the daily needs of installing, configuring and troubleshooting network issues without assistance but, in the event of a hardware malfunction, need the guarantee that a no-cost replacement will be supplied in time to meet your business requirements.

Software Maintenance
Customers can download maintenance releases and new feature releases "updates" from our support website.

Benefits:

• Software maintenance releases enable you to protect your investment in Voltaire equipment and optimize network performance
• Software updates provide additional functionality that increases the value of your equipment

Web Access
Voltaire leverages the power of the internet to distribute and obtain information from you as an integral part of our support solution. The password protected service and support website is a valuable resource available 7x24. The site contains a suite of technical documentation that includes release notes, installation guides, technical bulletins, and lab notes that enable you to quickly research issues and find answers to your questions.

Benefits:

• Critical information available 24 hours a day
• Venue for making non-time critical queries

Documentation Updates
Customers can access updated product manuals, installation and configuration guides, and platform specific guides.

Benefits:

• On-line documentation prevents use of dated material by your IT staff
• Minimizes on site clutter form paper manuals

eSupport
Our web based eSupport allows you to open support cases on-line via email or web. Voltaire's web based eSupport is tied directly to our CRM (Customer Relationship Management) system to ensure accurate and reliable communication with our Customer Support Engineers.

Benefits:

• Venue for making non-time-sensitive support queries
• Ensures accurate transfer of information between your IT staff and Voltaire Support

Priority Escalation Management
Each customer case is closely monitored until resolution. Depending on the priority of the problem and elapsed time, key management resource is engaged to bring in crucial resources needed to resolve the issue.

Benefits:

• Quicker response and monitored resolution to your issues
• Time sensitive alerts generated throughout the company

Technical Phone Support via TAC
Our TAC (Technical Assistance Center(s) is staffed with seasoned professionals and technology experts, utilizing a streamlined process and an on-line CRM (Customer Relationship Management) system to ensure delivery of reliable best in class support. You can access the TAC via phone, web or email to quickly resolve any network related questions or issues. In addition, all TAC engineers have direct access to our R&D engineers.

Benefits:

• Quick response and resolution of your issues.
• Expert advice on Voltaire and InfiniBand network issues.
• Integrated on-line CRM for reliable and time sensitive case management.

Voltaire Support Programs
In order to simplify your selection of Voltaire support offerings, we introduce you to our comprehensive support packages. With Voltaire packages customers can quickly select the level of support that best fits their needs.

Benefits:

• Bundles of our most requested support offerings designed to fit most customer environment and business needs
• Simplified ordering and billing of support

Voltaire Basic Support
Voltaire Basic is designed for those self sufficient customers that want expedited hardware replacement with the investment protection of web based updates and support.

Voltaire Basic Support includes:

• Hardware Warranty Extension
• Expedited Hardware Support (replacement sent upon receipt of return) (US Only)
• Software Maintenance - Updates and Bug Fixes for all Voltaire software products
• Web access to knowledge base - Technical documentation, guides and bulletins
• eSupport - support@voltaire.com and web based (CRM linked) case creation
• Next day eTAC response to eSupport requests

Voltaire Standard Support
Voltaire Standard Support is designed for customers who prefer direct support access and advanced hardware replacement. Standard support includes all the benefits of our basic support, with the addition of direct phone access to Voltaire TAC centers, a committed 4hr response and advanced hardware replacement.

Voltaire Standard includes:

• Advance Hardware Replacement (priority air ship within 24 hrs of RMA assign)
• Software Maintenance - Updates and Bug Fixes for all Voltaire software products
• Web access to knowledge base - Technical documentation, guides and bulletins
• eSupport - support@voltaire.com and web based (CRM linked) case creation
• 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)

A-la-carte Service
On-Site Service
On-Site Service is available upon request. Committed response time services to repair or replace hardware for those customers that have critical up time requirements, is available. Pricing is quoted based on specific coverage area, response time and equipment needs.

Hardware Warranty Extension
Extends the standard hardware warranty period for one (1) or two (2) years. Customers can use this to provide for long term investment protection.

Out of warranty repair
Voltaire will repair any currently available product. If the unit cannot be repaired, a replacement will be provided at Voltaire's discretion.

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