Description
NVIDIA Enterprise Critical Support with 24x7 Coverage, Email Support & 4Hr On-Site RMA is the premium service level designed for mission-critical deployments where even a brief downtime can cascade into significant business impact. Tailored for data center GPUs, accelerator platforms, and NVIDIA-powered solutions, this offering provides around-the-clock expert guidance, rapid problem resolution, and guaranteed hands-on support to keep your most important workloads running at peak performance. With a dedicated team of NVIDIA engineers available anytime, you gain continuous visibility, proactive diagnostics, and rapid remediation — no matter the time zone or location.
- Around-the-clock coverage with a dedicated team of NVIDIA experts ensures 24x7 visibility and guidance for your entire NVIDIA-powered environment, enabling fast identification and containment of issues as soon as they arise.
- One-hour response time for Severity Level 1 incidents guarantees swift acknowledgement and triage for critical problems, helping to minimize downtime and accelerate restoration of operations when every minute counts.
- Email support complements live assistance by enabling fast diagnostics, guidance, and issue tracking without the need for an immediate phone call, providing a convenient channel for non-urgent updates and proactive health checks.
- On-site support delivers rapid, hands-on remediation with the availability of NVIDIA engineers at your location, speeding remediation, knowledge transfer, and secure escalation for hardware and software challenges that require physical intervention.
- 4-hour RMA service response time for hardware replacements combines rapid dispatch with clear escalation pathways to maximize reliability and uptime across your NVIDIA deployment, ensuring business continuity in the face of hardware failures.
Technical Details of NVIDIA Enterprise Critical Support
Technical details for NVIDIA Enterprise Critical Support are provided on a per-offering basis and are determined by the NVIDIA products deployed within your solution. Coverage is designed to align with the specific NVIDIA offerings in use, including configuration, maintenance windows, and escalation procedures defined in the service agreement. Because this is an enterprise-grade support program tied to your actual hardware and software portfolio, exact specifications, response targets, and on-site commitments may vary by product line and contract. For precise, SKU- and offering-specific details, consult your NVIDIA Enterprise Support contract or the official NVIDIA product catalog associated with your deployment. This ensures you receive the exact level of protection and service delivery configured to your environment and business priorities.
In practice, this means your service commitment adapts to the exact mix of NVIDIA data center GPUs, software stacks, and accelerator platforms you deploy. The enterprise offering is designed to scale with your architecture, accommodating evolving workloads, firmware and driver updates, and integration points across your data center ecosystem. The process emphasizes proactive monitoring, rapid escalation, and a clear path from issue detection to resolution, with a focus on maintaining peak throughput, low latency, and uninterrupted access to critical workloads.
how to install NVIDIA Enterprise Critical Support
Assess your deployment: Identify all NVIDIA offerings in your environment that will require Enterprise Critical Support, including hardware, software, and integrated solutions. Gather the relevant SKUs, product lines, firmware versions, and software modules that form the backbone of your NVIDIA-powered infrastructure.
Confirm eligibility and coverage: Ensure that all designated NVIDIA offerings are enrolled under Enterprise Critical Support for full protection, as described in the service terms. This step aligns your hardware and software portfolio with the appropriate service level metrics and response targets, and confirms coverage across all relevant assets.
Set up your NVIDIA support account: Create or activate your enterprise support account, appoint primary and secondary contacts, and establish preferred communication channels (phone, email, and ticketing). Having correct contact points accelerates escalation and ensures that the right people are alerted immediately when issues arise.
Define escalation and response procedures: Work with NVIDIA to document Severity Level 1 criteria, escalation paths, on-site visit procedures, and RMA workflows tailored to your deployment. Establish clear SLAs, notification thresholds, and coordination with your internal ITSM processes to ensure seamless handoffs between monitoring tools and the NVIDIA response team.
Integrate and test the process: Validate that your incident management workflows, ticketing systems, and data flows are aligned with the NVIDIA support program. Run a table-top exercise or a controlled incident to confirm that the escalation, on-site visits, and RMA workflows activate as designed, and refine as needed for future incidents.
Frequently asked questions
Q: What does 24x7 coverage include? A: 24x7 coverage means nonstop access to NVIDIA engineering expertise through phone, email, and ticketing channels. It ensures continuous monitoring, rapid diagnostics, and timely guidance or on-site support whenever issues occur, regardless of time zone.
Q: What constitutes a Severity Level 1 incident? A: Severity Level 1 typically refers to a critical issue that significantly impairs essential workloads or business processes and requires immediate attention. The exact criteria are defined in your service agreement and tailored to your environment.
Q: How fast is the on-site response? A: For Severity Level 1 incidents, NVIDIA commits a 1-hour response time, with on-site visits arranged as needed to accelerate remediation and knowledge transfer. The on-site SLA may vary by contract but is designed to minimize downtime for mission-critical systems.
Q: What does the 4-hour RMA entail? A: The 4-hour RMA service ensures hardware replacement or rapid parts dispatch within four hours of a defined incident, along with clear escalation procedures to maximize uptime and maintain service continuity.
Q: Do I need to own specific NVIDIA hardware to qualify? A: Coverage is tied to the NVIDIA offerings deployed in your environment. Exact SKUs, product lines, and configurations covered under the Enterprise Critical Support contract are determined by your contract and catalog. Consult your NVIDIA Enterprise Support agreement for precise inclusions.
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