> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.nvidia.com/enterprise-support-and-services-user-guide/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.nvidia.com/enterprise-support-and-services-user-guide/_mcp/server. # NVIDIA Enterprise Support Details ## Enterprise Support NVIDIA Enterprise Support provides support for enterprise customers of designated NVIDIA branded solutions when purchased from NVIDIA or an NVIDIA authorized reseller. Support services may include: * Technical support for NVIDIA hardware and software solutions to customers with active support entitlements * Access to NVIDIA expertise through the NVIDIA Enterprise Support Portal, webform, phone, or chatbot * Access to files, knowledge base, best practices, and documents * Access to NVIDIA License Systems * Access to NVIDIA GPU Cloud (NGC) * Return Material Authorization (RMA) * Access and alerts for software updates and bug fixes ### Obtaining Enterprise Support Enterprise Support entitlements may be included in your NVIDIA solution initial purchase. If entitlements are not included, NVIDIA Enterprise Support may be available for purchase from authorized NVIDIA Enterprise Partners. For more information on initial purchases, contact your authorized [NVIDIA Enterprise Partner](https://www.nvidia.com/en-us/about-nvidia/partners/partner-locator/) or [NVIDIA sales team](https://www.nvidia.com/en-us/contact/sales/). ### Support Level Agreements NVIDIA Enterprise Support typically provides customers with several support agreement options to meet customers' expectations and needs. Customers may purchase various support entitlements through an authorized NPN reseller, OEM, or NVIDIA, as available for the NVIDIA solution, in the geography, and based on other factors. Excluding the limited standard warranty on NVIDIA hardware, customers are not entitled to support unless they have purchased a support contract and have an active support entitlement. Local Business Hours are designated by the location where the NVIDIA solution is deployed. ## Enterprise Support Levels * Enterprise Business Standard Support * Enterprise Business Critical Support ### Enterprise Business Standard Support NVIDIA's foundational support level is Enterprise Business Standard Support. It provides end-to-end enterprise support for designated NVIDIA branded solutions. The Business Standard service level is designed to deliver the best value and optimal use of NVIDIA solutions. In addition, customers may supplement this service with Value Add Services to meet their business needs. If broader and faster support is required, customers may select Enterprise Business Critical Support. ### Enterprise Business Critical Support The Enterprise Business Critical Support service level is NVIDIA's premium support service level. It is designed for mission-critical deployments where a small downtime may cause a significant business impact. The Business Critical Support service provides 24/7 support and a one-hour response time for Severity Level 1 cases. The Business Critical Support service is available for designated NVIDIA offerings and must be purchased for individual products. For complete coverage, Enterprise Business Critical support entitlements must be purchased for all NVIDIA offerings being deployed with the solution. Refer to the individual terms and conditions of each product for complete details. ## Support Level Comparison **Table 1 – NVIDIA Enterprise Support Level Agreement Coverage** | Service Component | Business Standard | Business Critical | | ---------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------- | --------------------------------------------------------- | | Technical Support Access | Local Business Hours | 24x7 | | Severity 1 Initial Response Times | 4 Business Hours | 1 Hour | | Severity 2 Initial Response Times | 4 Business Hours | 2 Hours | | Severity 3 Initial Response Times | 1 Business Day | 4 Business Hours | | Severity 4 Initial Response Times | 2 Business Days | 1 Business Day | | Access to Customer Portal | 24x7 | 24x7 | | Web | 24x7 | 24x7 | | Phone | Local Business Hours | 24x7 | | Product Coverage | Hardware / Firmware / Software / Cloud | Hardware / Firmware / Software / Cloud | | Networking – Advanced RMA Shipping (Hardware Only)[^1] | Next Business Day (NBD): Included; 4 Hours: Option Available | Next Business Day (NBD): Included; 4 Hours: Not Available | | Networking – Onsite Engineer Arrival (Hardware Only)[^1], [^2] | NBD: Option Available; 4 Hours: Option Available; 24x7: Not Available | Option Available; 24x7: Option Available | | DGX – Advanced RMA With Onsite Engineer Arrival (Hardware Only)[^1], [^2] | Next Business Day (NBD) Delivery: Included; 4 Hours: Option Available | Included; 4 Hours: Not Available | | DGX – Business Critical Plus Labor Onsite Customer Replaceable Units (CRU) (Hardware Only)[^1], [^3] | Not Available | Option Available; 24x7: Option Available | | DGX – Onsite Troubleshooting (Hardware Only)[^1] | Off Business Hour Labor Onsite by Request Only | Not stated | [^1]: Available in selected countries. Minimum volume purchase required. RMA needs to be approved before cutoff time to meet the SLA. Contact NVIDIA Sales for details. [^2]: Onsite Engineer is dispatched once replacement part is in possession of the customer. [^3]: Arrival Times for Business Critical Plus Onsite labor may differ from Onsite Engineer. ## Support Entitlement Enterprise Support is validated through support entitlements. Each support entitlement has an entitlement date, a term, a start date, an end date, and a Product Activation Key (PAK ID). This information is provided to the customer by email, including the Entitlement Certificate at order fulfillment. Customers need to follow the vendor's process and allow sufficient time to receive the entitlement certificate via email. If there is an issue after completing the vendors process, customers can contact NVIDIA enterprise support. Support entitlements are tied to the company and not an individual, are non-transferable, are non-assignable and may be terminated when the product is transferred to another party. It is recommended that customers register their Entitlement Certificate prior to installation. The Support Entitlement is used to: * Verify the eligibility of the support service coverage, including service level agreements. * Identify the account, product information, and serial number when applicable. * Enable tracking of updates and patches for the products and license, as well as Hardware, RMA, and Software license eligibility. ![Entitlement Certificate Email Sample](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/4c00d96af7db4965c26fb6b83f2972204ce5dacb428106ed15fbbda3f40a2584/_dot_dot_/docs/images/entitlement-certificate-email-sample.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=b9518c6a092cbc305a118ab547722b50916b51ba5e1939b48aaffe9560a4e45f&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Entitlement Certificate Email Sample ![Entitlement Certificate PDF](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/d41cec77c93202ed1711ea7949b6e5eb00a2842cc98f184ad48032c3fff9e88e/_dot_dot_/docs/images/entitlement-certificate-pdf.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=0ce8a14d54d49e4cf908801c8f17bab4724764b4887ac74b2eea7fd5454c3e88&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Entitlement Certificate PDF ![Entitlement Certificate Registration](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/ee55e476f69eef3ddf11b17335ec1e1ac305d0b58b6285e4737fe73991fc7b5b/_dot_dot_/docs/images/entitlement-certificate-registration.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=f29aca56c6ee78d9f1c165b34d8f3eceb934a7994093d7909eb4a46001be02ac&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Entitlement Certificate Registration ## Access to NVIDIA Enterprise Support Customers may contact NVIDIA Enterprise Support through the following methods. For high-severity cases, use the Enterprise Support Portal or Phone. Support contact information can be found on the [Enterprise Support webpage](https://www.nvidia.com/en-us/support/enterprise/#help). ### Enterprise Support Portal (Preferred Method) * This is the preferred method for submitting [Enterprise Support cases](https://nvid.nvidia.com/dashboard/#/dashboard) * For details on how to log in, use the portal, and create a support case, use the [Quick Start Enterprise Support Guide for New Users](https://enterprise-support.nvidia.com/s/article/NVIDIA-Enterprise-Support-Guide-for-New-Users) * Cases can be submitted 24x7 * Response time will be based on the entitled service level ### Phone * [Regional and toll-free numbers](https://enterprise-support.nvidia.com/s/contactsupport) are available * Phone support hours of availability will be based on the entitled service level ### Webform Case Submission * Submit cases via the [webform](https://enterprise-support.nvidia.com/s/create-case); this method should be used for warranty submissions * This method may be used when customers are not able to log in to the NVIDIA Enterprise Support Portal * Cases can be submitted 24x7, but responses times will vary ### Networking Support Chat * For support requests related to NVIDIA Networking solutions only * Various support responses can be provided 24x7 through a chat interface found on the [NVIDIA Enterprise Support Portal](https://enterprise-support.nvidia.com/) * Cases can be submitted by clicking on the case icon in the top right of the chat window 24x7, but response time will be based on the entitled service level ![Networking Support Chat Interface](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/5a166b2bac5abbfe83a51efe756d22c1fb3ee3952d703293a88f8ed43236a696/_dot_dot_/docs/images/networking-support-chat.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=bd80556e9e64dbc9e41803dd9687d04fb9d2b9c91916e9b0e06590dde3be3ea0&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Networking Support Chat Interface ### Email * Registered users with validated email addresses may communicate with NVIDIA Enterprise Support via email * Once a support case is created, customers may utilize email to communicate by selecting email to case * Upon registration requests, users will receive a message with email details * Cases can be submitted 24x7, but response times will vary ![Enterprise Support Portal Register User Request Form](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/ac77c1d5a4bb60a0a2a33d97ed901f8f627587f9c184d1b7290e2af77042cf57/_dot_dot_/docs/images/support-portal-registration-form.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=b931935b40dc293bfcc6faa719d726d5f00317cc38c3ca0a6de12640a7742560&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Enterprise Support Portal Register User Request Form ## Support Case A support case is created when contacting NVIDIA Enterprise Support through the channels listed above. A support case records the customer's request for support from the NVIDIA Enterprise Support team. For more information on creating and reviewing cases, use the [Quick Start Enterprise Support Guide for New Users](https://enterprise-support.nvidia.com/s/article/NVIDIA-Enterprise-Support-Guide-for-New-Users). For each support case, there is an identification number called a "Case Number." This number helps NVIDIA Support and the customer track and monitor each case efficiently. Each case opened is automatically associated with the customer's account contract. Each support case requires certain customer information. Customers can follow the steps outlined in [Determine the Nature of the Problem](/support-resources#determine-the-nature-of-the-problem) and [Tips for Logging a Support Case](/support-resources#tips-for-logging-a-support-case) to improve responses. ## NVIDIA Enterprise Support Portal Purchasing any support entitlement allows access to the powerful NVIDIA Enterprise Support Portal. The [NVIDIA Enterprise Support Portal](https://enterprise-support.nvidia.com/s/) is a comprehensive online tool to manage customer's support issues in one place and from anywhere that suits the customer. The online customer support portal provides the following benefits: * Complete case management, including reporting support issues and tracking their progress * A searchable knowledge database to find solutions, best practices, and worthy information * Easy access to documentation and drivers, firmware, and software downloads * Subscription to automatic proactive alerts when new releases are available * RMA requests can be created and tracked For details on using the Support Portal, use the [Quick Start Enterprise Support Guide for New Users](https://enterprise-support.nvidia.com/s/article/NVIDIA-Enterprise-Support-Guide-for-New-Users). ![NVIDIA Enterprise Support Portal](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/c26654195e14343663fd3fb9e1da01f6758512bcd16f9093758176db09d5c573/_dot_dot_/docs/images/enterprise-support-portal.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=d5bd7d762da7d1529bcf67a5f7597d414be57426bb978a4eff069f81c7095010&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) NVIDIA Enterprise Support Portal ## Severity Levels and Support Response Times Support response times are based on the service level entitlement, as shown in the table below. Each support case opened by the customer is assigned a severity level. In cooperation with the customer, NVIDIA Enterprise Support will determine the severity level associated with each case accordingly. For eligible support contracts, NVIDIA is committed to providing support until the issue is resolved or if useful progress can be achieved. The customer is responsible for supplying NVIDIA Support with a contact person, either on site or by pager, to assist with data gathering, testing, and implementation of solutions. The customer is also expected to request higher case severity for issues with extreme care so valid and justified resources can be allocated accordingly. ![Severity Level Definitions and Support Response Times](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/nvidia-enterprise-support.docs.buildwithfern.com/1ed362d656e3f4065e5d631a63e5a49fe4627d3ee0627039aaf0156822a67166/_dot_dot_/docs/images/severity-levels-response-times.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20261002%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261002T213812Z&X-Amz-Expires=604800&X-Amz-Signature=e9b69345981078410822394e5fde6d3130385a0898e430342b8a14b2914f933e&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject) Severity Level Definitions and Support Response Times ## Advanced Return Material Authorization (ARMA) A support case must be created to initiate any request for RMA. For networking RMA requests, the customer can submit an online support RMA Request through NVIDIA Enterprise Support Portal and select RMA request. Only after an NVIDIA Support Engineer has confirmed the support entitlement and the need for RMA through troubleshooting will an RMA be started. Once an RMA is processed, the customer will receive an RMA notification, and the progress can also be tracked in the NVIDIA Enterprise Support Portal. RMA Service Level Agreements (SLAs) are based on NVIDIA entitlement and the hardware product. For designated NVIDIA hardware, NVIDIA offers Value Add expedited RMA options with rapid worldwide hardware replacement to secure customers' environment uptime. Enterprise Support may vary by location, and when relocating entitled NVIDIA solutions, customers must notify NVIDIA Enterprise Support of changes. To meet the Next Business Day (NBD) Service Level Agreements (SLAs) for shipments, a correct address for the hardware entitlement is needed. For ARMA, NVIDIA is responsible for shipping costs from the customer to NVIDIA and from NVIDIA to customer as long as the NVIDIA approved carrier is used and the goods are cleared for export. The customer is not charged for repairs. Equipment being returned to NVIDIA must be shipped within 10 days of the arrival of the replacement equipment. For RMA information regarding NVIDIA Cables and Adapter covered by the Limited Warranty refer to [Limited Hardware Warranty](/references-and-guidelines#limited-hardware-warranty-networking-switches-adapters-cables-and-transceivers).