Expert Included

Silicon Mechanics is dedicated to achieving exceptional levels of customer satisfaction. In a study conducted by Blue Research in 2008, our customers told us that post-sale support was the single most important factor in their selection of a server manufacturer (with price/value a close second, and availability third). We were also told that we perform best on the factors that are most important to our customers, and well above average on all of the factors considered when selecting the company from which to purchase servers. Overall, 92% of our customers tell us they are either "extremely satisfied" or "very satisfied" with our performance.

When it comes to Technical Support, however, we really shine: 96% of our customers gave our technical support an 8 or above on a scale of 10. What do those customers know? That our Technical Support Engineers are knowledgeable, personable, accessible, and empowered to resolve any server issues that may arise. When we say "Expert Included", you can count on that to include Technical Support services.

Here are a few highlights of what you can expect from standard support at Silicon Mechanics:

• In-house technical support services available from 8:00 am - 5:00 pm Pacific Time, Monday - Friday
• Access to Level I and Level II phone support via toll-free phone or email
• Commitment to a 60 minute response time for all inquiries
• Advance component replacement with free shipping
• Onsite lab for quick turnaround of return-to-depot repairs

Silicon Mechanics Standard Warranty Support

Silicon Mechanics warrants hardware products to be free from defects in materials and workmanship for a period of three (3) years from the date of invoice. Damages incurred in shipping the products from Silicon Mechanics to customer are included in this warranty provided those goods are shipped using the freight carrier accounts of Silicon Mechanics. This warranty is non-transferable, except as approved by Silicon Mechanics.

Silicon Mechanics Expanded Warranties

Silicon Mechanics covers all of our products with a Standard Warranty, which includes 3-year return-to-depot with optional advance component exchange. If you feel that you need coverage outside of our standard technical support hours, we also offer expanded warranties. Expanded warranties are available through our sales group and are serviced in conjunction with a nationwide support provider. Expanded warranty support offerings are available in 1-year increments for a period of three years from the date of invoice and include:

Your warranty purchase requires that you allow our Support Department to complete a minimal amount of troubleshooting and diagnostic work to provide indicators of the appropriate actions required to resolve the failure, and to identify which spare parts may be needed.

On-site service levels require that necessary spare parts be on site prior to dispatch of an Engineer. For best service levels, we strongly recommend that spares kits be obtained at the time of purchase. If the customer does not have the needed parts on site, Silicon Mechanics will make every effort to obtain the part and have it advance replaced within one business day. However, this effort is dependent on parts availability and delays may occur. Again, we strongly recommend that a selection of spare parts be purchased and stored at your facility.

Your Silicon Mechanics salesperson can help you determine which parts to have on hand.

For the complete terms and conditions of our standard and expanded warranties, please visit our Warranty page.