NAND SSD Customer Support Frequently Asked Questions (FAQ)

Documentation

Warranty & RMA

000089029

05/04/2022

See answers to frequently asked support questions about NAND SSDs and transition to Solidigm™.

Click or the topic for details:

Solidigm™ brand and website

Does Solidigm have a website?

Yes, users can visit Solidigm’s website. Users on the new website will be redirected to www.intel.com as necessary for systems and processes under a Transition Service Agreement (TSA), including all customer support services, Intel® Resource & Design Center (RDC) and Intel® Partner Alliance (IPA).

What content is available on the Solidigm website?

Customers are able to access content via the new company website. Users on the new website will be redirected to www.intel.com as necessary for systems and processes under a Transition Service Agreement (TSA), including all Customer support services, Intel Resource & Design Center (RDC) and Intel Partner Alliance.

Logistics

Is there a change to the transportation partners?

No, transportation partners will be the same (no changes expected).

Customer support

Will customers still receive customer support for NAND products?

There will be no changes to customer support. Customers will be able to continue using their preferred service method to contact Intel Customer Support. Customer support services will continue to be provided under a Transition Service Agreement (TSA). Customer access will be provided via existing Intel login information. Redirects will be available on the new company website back to all relevant pages. Communications will be shared when Solidigm Customer Support is ready, and it’s determined how customers will be transitioned.

Warranties and entitlements

What is Solidigm’s plan for warranties and RMA (Return Material Authorization)?

All RMAs will be approved and handled through Solidigm using Intel® systems under a Transition Service Agreement (TSA).

Redirects will be available on the new company website back to all relevant pages. Communications will be shared when the Solidigm Warranty is ready. However, note the following:

  • Submitting warranty requests: NAND Solid State Drive (SSD) product requests and other Intel product requests cannot be combined into one order.
  • Shipping address: NAND SSD products will have a different return depot location.
Will customers be using the same contact methods for return activities (chat, phone, Web ticketing)?

All support offerings will continue. Use your preferred service method to contact Intel Customer Support.

Will customers still be able to log in to Intel systems?

Redirects will be available on the new company website back to all relevant pages that require a login experience for resources. Access will be provided via existing Intel login information. Further details will be communicated closer to deal close.

Partner programs

What partner programs will be available?

Solidigm will continue to participate in Intel Partner Alliance under a Transition Service Agreement (TSA). There will be a redirect on the Solidigm website to Intel Partner Alliance.

Only NAND SSD purchases made through Intel® Authorized Distributors will count towards Intel Partner Alliance member benefits. All program e-voucher points redemptions for NAND SSDs must be made through NAND SSD Authorized Distributors.

What changes are being made to the distributor network?

Solidigm has reduced their NAND SSD Authorized Distributor Network. Visit the Intel Partner Alliance Directory for an updated distributor list in your area.

NAND SSD Authorized Distributor Network Update Impact:

  • Only NAND SSD purchases made through these authorized distributors will count towards program member benefits.
  • All member e-voucher points redemptions for NAND SSDs must be made through these NAND SSD Authorized Distributors.
  • Any warranty claims that would normally be processed through a distributor who is no longer in Solidigm’s authorized network should now be processed through Intel directly.

 

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