Expert Support for Custom Servers and Workstations
Expert Support for Custom Servers and Workstations
Direct access to our in-house hardware engineers for one full year. SMTTR Premium Support helps resolve system errors, driver conflicts, and hardware-software issues on your delivered configuration β fast, and without the back-and-forth.
π§ 24h β First Response π οΈ Remote β Diagnostics Only πΊπΈ US β In-House Engineers π 1 β Year Coverage π² From $1,000 β 1-5% of System Cost
β What's Included
π§Β System Error TroubleshootingΒ Remote diagnosis of OS errors, driver and firmware conflicts, and hardware-software issues on your delivered configuration.
π»Β Driver & Configuration FaultsΒ Help resolving driver, GPU/CUDA environment, and BIOS-level faults on the system as shipped.
πΒ Performance & Thermal DiagnosticsΒ Identifying the root cause of performance or thermal issues tied to the delivered build.
β‘Β Priority QueueΒ Support requests handled ahead of standard inquiries, with a 24-hour first-response commitment (business days).
What Support Covers vs. Warranty
βΒ Premium SupportΒ β Software, driver, OS, and configuration faults on the delivered system. βΒ 3-Year Warranty (included)Β β Hardware defects and failures, handled separately at no cost. Scope Note β Support is diagnostic and troubleshooting only β not consulting, instruction, or development.
β οΈ Scope & Limitations
πΒ Not Training, Tutoring, or InstructionΒ Premium Support resolves system faults. It is not an educational service and does not cover how-to guidance, setup walkthroughs, or learning support.
π§©Β Delivered Configuration OnlyΒ Covers the system as configured and shipped by SMTTR. Added hardware, modified OS/driver environments, or rebuilt systems may fall outside scope.
πΌΒ No Development WorkΒ Excludes application or model development, coding, dataset prep, and workflow design.
πΒ Third-Party SoftwareΒ Software outside the delivered configuration is addressed on a best-effort, advisory basis only.
π Β Remote & At SMTTR's DiscretionΒ All support is delivered remotely, by the method SMTTR deems appropriate. On-site service is not included.
β±οΈΒ Response, Not ResolutionΒ The 24-hour commitment refers to first response only and does not guarantee resolution time.
π Β TermΒ Coverage runs 12 months from delivery date and is non-transferable.
Pricing
Premium Support is priced from $1,000, calculated at 1-5% of total system cost depending on system complexity and configuration. Your exact rate is confirmed at quote.
How It Works
1 βΒ SubmitΒ β Contact us with your order number and a description of the issue. 2 βΒ DiagnoseΒ β Our engineers review the details and respond within 24 hours (business days). 3 βΒ ResolveΒ β We work the issue remotely where it falls within scope.
Add Premium Support
From $1,000 / year β 24-hour first response, in-house engineers, remote troubleshooting of your delivered system.