NVIDIA Business Critical Support Services Add-On
NVIDIA Business Critical Support Services provide essential protection and expert assistance for your NVIDIA DGX Enterprise platform, ensuring continuous operation and rapid issue resolution.
- 24x7x4 Hour Onsite Response: Guarantees a technician on-site within four hours for critical hardware failures, minimizing downtime.
- Access to NVIDIA Engineering: Direct access to specialized technical expertise for complex issues and advanced troubleshooting.
- Proactive System Monitoring: Continuous monitoring of your DGX system to identify and address potential problems before they impact performance.
- Extended Hardware Coverage: Protection against hardware failures beyond the standard warranty, including replacement parts and labor.
Product Overview
Product Overview
This offering is a Business Critical Support Services add-on for NVIDIA Enterprise DGX systems, providing an elevated level of technical support and rapid response.
It is designed for businesses that rely heavily on their AI infrastructure and require maximum uptime and immediate expert assistance to maintain critical operations.
- Priority Technical Support: Expedited access to NVIDIA's expert support engineers for swift issue resolution.
- Onsite Hardware Support: Ensures rapid onsite service for hardware failures, with defined response times to minimize operational disruption.
- Software and Firmware Assistance: Guidance and support for the NVIDIA DGX software stack and firmware, ensuring optimal system performance.
- System Health Monitoring: Tools and services to help maintain system integrity and proactively identify potential issues.
- Knowledge Base Access: Entitlement to NVIDIA's extensive technical documentation and best practices for DGX systems.
This support service is ideal for SMB and mid-market organizations needing enterprise-grade uptime and expert technical intervention for their AI computing platforms.
What This Enables
Critical Hardware Failure & Rapid Onsite Repair
Coverage for unexpected hardware failures within the NVIDIA DGX system, including components like GPUs, CPUs, memory, and storage. This ensures minimal disruption to AI model training and inference workloads through prompt, expert onsite repair.
High-performance computing environments, AI development labs, data science operations, mission-critical production workloads
Expedited Expert Technical Assistance
Entitlement to priority access to NVIDIA's specialized technical support engineers for complex troubleshooting and issue resolution. This provides immediate expert guidance to overcome challenging software, firmware, or configuration problems.
Advanced AI research, large-scale data processing, mission-critical AI deployments, environments with strict performance SLAs
Proactive System Health and Performance Monitoring
Protection against potential performance degradation or future failures through proactive monitoring and early detection of system anomalies. This helps maintain optimal system health and prevent unplanned outages.
Continuous AI model development, production AI services, high-availability computing clusters, environments requiring consistent performance
Key Features
24x7x4 Hour Onsite Response
Minimizes critical system downtime by ensuring a technician arrives onsite within four hours for hardware failures.
Direct Access to NVIDIA Engineering
Provides immediate access to specialized expertise for faster resolution of complex technical issues.
Hardware Component Replacement
Ensures that necessary replacement parts are available and covered under the support contract, facilitating swift repairs.
Software and Firmware Support
Offers assistance with the NVIDIA DGX software stack and firmware, helping to maintain system stability and performance.
Proactive Monitoring Capabilities
Helps identify and address potential issues before they impact system performance or cause downtime.
Industry Applications
Manufacturing & Industrial
Manufacturers utilize DGX systems for AI-driven optimization, predictive maintenance, and quality control, requiring high availability to maintain production schedules and efficiency.
Healthcare & Life Sciences
Healthcare and life sciences organizations rely on DGX for drug discovery, genomic sequencing, and medical imaging analysis, where system uptime is critical for research timelines and patient outcomes.
Finance & Insurance
Financial institutions use DGX for fraud detection, algorithmic trading, and risk modeling, demanding continuous operation to manage market volatility and secure transactions.
Education & Research
Universities and research institutions employ DGX for advanced scientific computing and AI research, where uninterrupted access is essential for academic progress and discovery.
Frequently Asked Questions
What is the term of this support service?
The term of the support service is typically one year, aligning with common subscription models for enterprise support. Specific durations are confirmed at the time of purchase.
Does this cover software issues or only hardware?
This Business Critical Support service covers both hardware failures and provides assistance with software and firmware issues related to the NVIDIA DGX Enterprise platform.
What is considered a 'critical' hardware failure?
A critical hardware failure is generally defined as an issue that prevents the system from booting, operating, or performing its intended AI workloads. Specific definitions are outlined in the support agreement.
Deployment & Support
Deployment Complexity
High — engineer-led
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.