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 4.1.1
- Onsite Customer Engineer Hardware - 4-Hour 4.1.2
- Onsite Customer Engineer Hardware - Next Business Day (NBD) 4.1.3
- Global Expedite RMA Service 4.1.4
- Site Reliability Engineer 4.1.5
- Media Retention Services 4.1.6
- DGX Onsite Spare 4.1.7
- NVIDIA Coordinated Support Service 4.1.8
Each Value Add Support offer provides a different level of support for hardware platforms, software, firmware, drivers, and protocols (as applicable).
These Value Add Support services can only be used on selected NVIDIA solutions that have support entitlements.
For NVIDIA Networking solutions, the Onsite Customer Engineer services are additions to NVIDIA’s standard support. NVIDIA trained engineers are in major cities worldwide to quickly respond to customer’s hardware system failures.
End of Support Life (EOSL) NVIDIA offerings are excluded from support unless explicitly stated.
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.
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.
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.
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 24x7 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.
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 return to NVIDIA must be shipped within in 10 days of the arrival of the replacement equipment.
This is a Value Add Support option that may be added to existing support entitlements for designated NVIDIA DGX SuperPOD solutions. For more information, see Site Reliability Engineer Datasheet.
A Site Reliability Engineer (SRE) is an NVIDIA DevOps engineer who works remotely to train customer staff to manage and maintain their NVIDIA DGX SuperPOD cluster. An NVIDIA SRE provides guidance on cluster management and offers expert insight into MLOps (Machine Learning Operations) deployment.
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
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.
This is a Value Add Support option that may be added to existing support entitlements for designated NVIDIA DGX solutions. This service provides access to a remote single point of contact for NVIDIA DGX BasePOD and NVIDIA DGX SuperPOD issues, including qualified non-NVIDIA products.