NVIDIA Enterprise Critical Support 24x7 with 1Hr Response, On-Site Engineers & 4Hr RMA Guarantee

The NVIDIA Enterprise Critical Support offering is the pinnacle of NVIDIA’s premium support for mission-critical deployments. It’s tailored for organizations where even a small downtime can ripple into significant business impact. This service delivers round-the-clock coverage, ensuring your most important NVIDIA-powered workloads stay online, performant, and protected. With a one-hour response time for Severity Level 1 incidents, guaranteed on-site engineering availability, and a rapid four-hour RMA promise, you gain the confidence to move fast without compromising reliability. It’s designed to align with the demanding needs of data centers, AI workloads, HPC environments, and enterprise-scale deployments that rely on NVIDIA technologies to power critical operations. The service also includes email support so problems can be triaged and resolved through multiple channels, providing a comprehensive, multi-touch approach to issue resolution. In short, NVIDIA Enterprise Critical Support offers peace of mind, predictable service levels, and a structured path to rapid problem resolution when every minute counts.

• 24x7 expert support with rapid escalation: Harness around-the-clock access to NVIDIA’s skilled engineers who understand the intricacies of enterprise-grade deployments. This service level is designed to handle the most demanding, time-sensitive issues, so your teams can focus on uptime, performance, and business outcomes rather than firefighting. The constant availability minimizes the risk of extended outages and reduces the mean time to resolution for critical problems, helping you maintain service levels and meet stringent SLAs. With 24x7 support, you gain an every-hour assurance that expert help is just a call or a message away, no matter the time zone or workload peak.
• 1-hour response time for Severity Level 1 incidents: For the most severe problems that threaten immediate business impact, the service guarantees a response within one hour. This rapid acknowledgment ensures you can start troubleshooting and containment quickly, with a clear path toward remediation. The one-hour response is particularly valuable for latency-sensitive workloads, large-scale deployments, and services whose downtime directly affects customers, revenue, or regulatory compliance. It means your executives and operations teams won’t be left waiting for a status update; you’ll receive timely guidance and a prioritized plan of action from NVIDIA experts.
• On-site engineers for quick, hands-on support: When remote troubleshooting isn’t enough, NVIDIA dispatches on-site engineers who bring the depth of NVIDIA’s field expertise directly to your data center or site. On-site presence accelerates diagnosis, validates hardware and software configurations, and enables rapid containment of issues that require direct access to equipment, racks, and network infrastructure. This hands-on support reduces back-and-forth communication time and helps ensure solutions are implemented correctly the first time, minimizing the risk of recurring problems and further downtime.
• 4-hour RMA guarantee for timely hardware replacements: In case of hardware failure, the 4-hour RMA promise ensures a rapid replacement process to restore service continuity. This rapid replacement capability is critical for maintaining performance and avoiding extended outages in compute clusters, storage arrays, accelerators, or network gear. The RMA guarantee is designed to minimize downtime, increase dependability, and protect the business from the cascading effects that hardware faults can trigger in a production environment.
• Email support included for proactive resolution and triage: In addition to live assistance, NVIDIA’s email support channel is included to triage, document, and track issues asynchronously. This multi-channel support approach helps your teams log details, share logs and configuration information, and receive written guidance or fix notes. Email support is particularly valuable for non-urgent inquiries, knowledge sharing, and maintaining a transparent record of incident handling that your internal teams can reference for audits and process improvements.

Technical Details of NVIDIA Enterprise Critical Support

• Premium enterprise support designed for mission-critical deployments requiring rapid response and high availability for NVIDIA offerings.
• 24x7 coverage to handle issues across all time zones, ensuring continuous access to NVIDIA engineers whenever incidents arise.
• Guaranteed one-hour response time for Severity Level 1 incidents, enabling fast acknowledgment and prioritization of the most impactful problems.
• Designated NVIDIA on-site engineers provide hands-on troubleshooting, hardware validation, and direct interaction with your racks, servers, and networking infrastructure to accelerate resolution.
• Four-hour RMA service response time to expedite hardware replacements and reduce downtime during critical outages.
• Email support included for triage, logging, and asynchronous guidance, in addition to 24x7 phone and remote assistance where available for real-time engagement.
• Available for designated NVIDIA offerings; complete coverage requires Enterprise Business Critical support to be purchased for all NVIDIA offerings deployed with the solution.
• Peace of mind through predictable service levels, faster incident containment, and a formal escalation path designed to minimize business disruption and protect mission-critical workloads.

How to install NVIDIA Enterprise Critical Support

• Assess eligibility and scope: Review which NVIDIA offerings are part of your deployment and determine the scope of coverage required for all NVIDIA components involved in the solution. Understanding your architecture helps ensure you select the appropriate service level and avoid gaps in coverage during critical operations.
• Purchase and activate the service: Purchase NVIDIA Enterprise Critical Support (and, if necessary, Enterprise Business Critical support for complete coverage across all offerings). Activation typically involves onboarding with NVIDIA’s enterprise support team, provisioning the service in the account, and designating primary contacts and escalation paths.
• Coordinate with your NVIDIA account team: Establish a single point of contact and align with the NVIDIA technical account manager or support representative responsible for your deployment. This ensures timely handoffs, clear escalation channels, and optimized routing for Sev 1 incidents.
• Configure incident channels and response playbooks: Set up communication preferences (phone, email, portal) and define internal escalation ladders. Create incident playbooks that specify how Sev 1 issues are detected, reported, and escalated to reduce mean time to containment and resolution.
• Schedule onboarding with on-site engineers: If on-site support is part of your package, coordinate with NVIDIA to plan site visits, hardware inspections, and proactive health checks. Establish a cadence for on-site reviews to keep the environment healthy and aligned with best practices.
• Integrate with your ITSM and monitoring tools: Where possible, connect support workflows with existing IT service management tools to streamline ticket creation, status updates, and knowledge sharing. This helps your teams track progress and maintain alignment with incident response standards.

Frequently asked questions

• What does NVIDIA Enterprise Critical Support include? It includes 24x7 support, a guaranteed 1-hour response time for Severity Level 1 incidents, on-site engineers, a 4-hour RMA guarantee, and email support. The service is designed to maximize uptime and minimize disruption for mission-critical NVIDIA deployments.
• Is this service available for all NVIDIA offerings? The Business Critical Support service is available for designated NVIDIA offerings. For complete coverage, Enterprise Business Critical support must be purchased for all NVIDIA offerings deployed with the solution.
• What is considered Severity Level 1? Severity Level 1 typically refers to a critical, system-wide outage or a severe impairment of a business-critical workload where normal operations are severely degraded or halted. It requires immediate attention and rapid remediation from NVIDIA engineers.
• What is the difference between 24x7 support and 24x7 coverage? 24x7 support means NVIDIA provides assistance around the clock. 24x7 coverage implies continuous monitoring, triage, and proactive engagement to help prevent incidents, in addition to reactive support when issues arise. This service focuses on rapid incident response and escalation for the most critical issues.
• How does the 4-hour RMA work? In the event of hardware failure, NVIDIA commits to a four-hour response time for RMA processing, aiming to expedite the replacement of failed components and restore service to operations as quickly as possible, reducing downtime and maintaining mission-critical performance.
• How can I activate and manage this service? Activation usually involves purchasing the service, onboarding with NVIDIA, designating primary contacts, and coordinating with the NVIDIA account team. Ongoing management includes maintaining coverage for all NVIDIA offerings, coordinating on-site visits if included, and leveraging email and remote support for issue resolution.