| Technical Support |
20% |
Availability of trained engineers, escalation procedures, remote troubleshooting, and multilingual documentation. |
Published service-level agreement, support coverage schedule, escalation matrix, sample incident reports, and customer references. |
24/7 critical-incident channel, named escalation contacts, and clearly defined response and resolution targets. |
5 = proactive, 24/7 support; 3 = business-hours support; 1 = email-only or undefined escalation. |
| Warranty and Repair |
15% |
Warranty duration, on-site service availability, replacement-part logistics, and repair turnaround time. |
Warranty terms, regional service locations, spare-parts policy, return-material authorization process, and historical repair metrics. |
At least three years of warranty coverage, defined repair targets, and access to critical spare parts. |
5 = strong regional service network; 3 = standard depot repair; 1 = unclear process or long parts lead times. |
| Security Controls |
15% |
Secure boot, firmware integrity, access control, vulnerability response, and secure asset disposal. |
Security architecture, firmware update policy, vulnerability disclosure process, access-control documentation, and audit reports where available. |
Signed firmware or equivalent integrity controls, documented patch process, role-based access, and data-erasure procedures. |
5 = independently documented controls; 3 = basic controls; 1 = no formal security process. |
| Hardware Reliability |
15% |
Thermal design, power delivery, component quality, error detection, and continuous-load stability. |
Burn-in test procedures, environmental specifications, error-correction features, thermal test results, and field-failure statistics. |
Documented stress testing, redundant or monitored cooling, hardware error reporting, and stable operation under sustained workloads. |
5 = validated for sustained workloads; 3 = standard enterprise reliability; 1 = limited testing evidence. |
| Performance and Scalability |
12% |
GPU or accelerator density, memory capacity, interconnect bandwidth, storage throughput, and expansion options. |
Independent benchmark results, configuration sheets, power and cooling requirements, expansion diagrams, and workload-specific test results. |
Measured results for the intended models, transparent test conditions, and a documented upgrade path. |
5 = workload-validated and expandable; 3 = adequate current performance; 1 = generic or unverifiable claims. |
| Lifecycle Management |
10% |
Product availability period, end-of-life notices, firmware maintenance, configuration continuity, and migration support. |
Lifecycle policy, notification timelines, firmware support schedule, product-change records, and successor-product compatibility information. |
Advance end-of-sale notice, continued security updates, and a documented replacement or migration process. |
5 = predictable multi-year roadmap; 3 = standard lifecycle support; 1 = frequent undocumented changes. |
| Compatibility and Integration |
8% |
Operating-system support, driver compatibility, orchestration integration, monitoring, and rack or data-center requirements. |
Compatibility matrix, validated software images, management-tool documentation, and installation or deployment guides. |
Compatibility with the organization’s planned software stack and documented monitoring interfaces. |
5 = pre-validated environment; 3 = minor integration work; 1 = significant custom engineering required. |
| Total Cost of Ownership |
5% |
Purchase price, electricity, cooling, maintenance, software support, downtime impact, and upgrade costs. |
Three- to five-year cost model, power-use estimates, service pricing, licensing terms, and replacement-part costs. |
A transparent lifecycle cost model based on the expected workload and operating environment. |
5 = lowest risk-adjusted cost; 3 = acceptable cost; 1 = incomplete or heavily assumption-based estimate. |