Value Add Support Services
For customers who need added support, NVIDIA Enterprise Services offers the following services that customers can purchase for designated NVIDIA solutions based on availability in addition to their support level agreements:
- Technical Account Manager
- Onsite Customer Engineer Hardware - 4-Hour
- Onsite Customer Engineer Hardware - Next Business Day
- Global Expedite RMA Service
- Media Retention Services
- DGX Onsite Spare
- NVIDIA Coordinated Support Service
These Value Add Support services can only be used on selected NVIDIA solutions that have support entitlements.
Technical Account Manager (TAM)
This is a Value Add Support option that can be added to existing support entitlements for designated NVIDIA offerings. For more information, see Technical Account Manager Datasheet.
A Technical Account Manager is an NVIDIA service relationship manager who understands a customer’s business and works remotely to personally collaborate with staff and management.
Premium Technical Account Manager (PTAM)
Designated Technical Support Across Multiple Solutions.
Entitlements
Manages and escalates cases, prioritizes the watchlist to ensure all NVIDIA enterprise cases filed have a faster escalation path.
A Premium Technical Account Manager supports and manages multiple solutions, including Compute and Networking.
Premium Technical Account Manager with Designated Solution Engineer (PTAM-DSE)
Manages and escalates cases, designates and prioritizes the watchlist to ensure all NVIDIA enterprise cases filed have a faster resolution.
Entitlements
A Premium Technical Account Manager supports and manages Compute and Networking.
A Designated Solution Engineer:
- Designated expert assigned to your account
- Technical domain expertise for one of the following solutions:
- NVIDIA Infrastructure Software — example: NVIDIA Run:ai
- NVIDIA Compute — GPU/CPU/NVIDIA AI Enterprise
- NVIDIA Networking
- Assigned to each support case for the selected solution
- Provides debugging, issue resolution, and escalation support
- Available during local business hours
Limitations
- Cluster operations will remain the customer’s responsibility
- Training is available through NVIDIA Training programs
Onsite Customer Engineer Hardware — 4-Hour
This is a Value Add Support option that can be added to existing support entitlements or upgraded in case of Networking support services for designated NVIDIA offerings.
NVIDIA engineers are strategically located to respond to customer support calls quickly. They specialize in promptly and adequately replacing NVIDIA hardware at customer sites. Onsite response is within four hours (“4HR”) after the diagnostic test is complete. Some exceptions may apply.
Onsite support with 4HR response time is only available in certain regions. Contact local sales to find out about availability in your area.
For onsite support and services beyond hardware replacement, including debugging and analysis of software and hardware configurations, customers can contact NVIDIA Enterprise Services.
Onsite Customer Engineer Hardware — Next Business Day
This is a Value Add Support option that can be added to existing support entitlements for designated NVIDIA Networking Solutions.
NVIDIA engineers specialize in promptly and adequately replacing NVIDIA hardware at customer sites during local business hours.
Diagnostic tests and identification of any required replacement part(s) must be completed by 3 PM local time to schedule the next business day onsite support. Diagnostic tests completed after 3 PM local time will result in replacement with two (2) business-day lead time. If the replacement part is not onsite, NVIDIA will dispatch prepared engineers as soon as the parts arrive.
For onsite support and services beyond hardware replacement, including debugging and analysis of software and hardware configurations, customers can contact NVIDIA Enterprise Services.
Global Expedite RMA Service
This is a Value Add Support option that can be added to existing support entitlements or upgraded in the case of designated Networking support services.
NVIDIA RMA Service offers an expedited RMA option with rapid worldwide hardware replacement to secure customers’ environment uptime.
With NVIDIA Global Expedite RMA Service, customers get NVIDIA’s best-in-class 24/7 Business Critical Software and Hardware Support along with replacement of faulty hardware within 4 hours. Some exceptions may apply. This enables NVIDIA customers to resume an operational state as quickly as possible, avoiding costly production disruptions and delays. This is made possible by the coverage of over 50 NVIDIA service centers in various regions, with more being added regularly across the globe.
Some services are limited by location and should be verified with NVIDIA before purchasing or moving solutions. Establishing new onsite services may require up to 8 weeks and should be confirmed before purchasing.
For shipping and repair cost details, see Shipping and Repair Cost Policy.
Media Retention Services
This is a Value Add Support option that may be added to existing support entitlements for designated NVIDIA DGX and Networking solutions. For more information, see Media Retention Service Datasheet.
Media retention services allow customers to keep eligible components that they cannot relinquish during a return material authorization (RMA) event due to the possibility of sensitive data being kept within their system memory.
Media Retention Services for NVIDIA include:
- NVIDIA Solid State Drive Media Retention (SDMR) Service – DGX Only
- NVIDIA Comprehensive Media Retention (CMR) Service – DGX and Networking switches
DGX Onsite Spare
This is a Value Add Support option that may be added to existing support entitlements for designated NVIDIA DGX solutions. For more information, see Onsite Spare Datasheet.
NVIDIA DGX customers may purchase DGX spares from DGX distributors and authorized DGX NVIDIA Partner Network (NPN) solution providers as available. The customer will manage the onsite spares.