GPU Expert Support

Terms and Conditions

Release Date: June 11, 2025

These GPU Expert Support Terms and Conditions (“Terms”) describe the GPU support services that you may obtain from NVIDIA Corporation or a designated subsidiary of NVIDIA Corporation (as applicable, “NVIDIA”) under these Terms upon your purchase from NVIDIA or a NVIDIA authorized reseller

Services include Enterprise Software Services and GPU Troubleshooting Services (collectively referred to as “GPU Expert Support”).

  1. SERVICE DESCRIPTION

    If your Order Form indicates that NVIDIA will directly provide GPU Expert Support, then subject to these Terms and payment of applicable fees, NVIDIA agrees to provide the ordered GPU Expert Services.

    1. Enterprise Software Services.

      Enterprise Software Services are offered for Covered Products that are NVIDIA hardware products and NVIDIA software products at the Business-Critical level and include Maintenance and Updates.

      1. Scope of Support. Enterprise Software Services includes the following support:

        1. Making technical support available to your designated users via a dedicated support portal. You may identify in writing to NVIDIA your designated users for purposes of obtaining enterprise support. NVIDIA will provide enterprise support to the designated users only via a dedicated support portal.

        2. Using commercially reasonable efforts to analyze, investigate, and diagnose each potential submitted technical support issue to determine if it qualifies for service

        3. Issuing a response to all potential technical support issues filed, provided no commitment is made about the specific resolution. Resolution may be achieved with hardware or software, Error Corrections, or Workarounds, other mitigations as determined by NVIDIA, or NVIDIA’s decision to close an open issue.

        4. Communicating with you until each issue that qualifies for support is resolved.

      2. Support Level. Enterprise Software Services are offered at the Business Critical Level. Support issues of all severity levels are routed via a support priority queue

      3. Enterprise Software Services Support includes:

        1. Portal Access. Access to a 24/7 online support portal with a tracking tool for bug reporting and issue resolution, knowledge base materials and troubleshooting information.

        2. Phone Assistance. Access to 24/7 call center telephone assistance for support service requests.

        3. Technical Support. Access to telephone technical assistance between 8 AM - 5 PM during NVIDIA’s working business days and consistent with local time zone for support service troubleshooting (“Business Hours”).

        4. For severity one (“S1”) and severity two (“S2”) issues, NVIDIA will provide 24/7/365 remote technical support assistance (some exclusions for holidays may apply).

        5. Access to telephone technical assistance between 8 AM - 5 PM during NVIDIA Business Hours for severity three (“S3”) and severity 4 (“S4”) issues.

        6. Access to accelerated response times based on the severity level

      4. Severity Levels.

        1. Severity Level Definitions. The severity definitions table below describes the severity level categories.

          2. Severity Level Description
          S1: Catastrophic
          • The situation has halted your business.
          • The Enterprise Software or Cloud Service, or critical functions, are unavailable or unusable and no workarounds exist
          S2: Severe
          • The Enterprise Software or Cloud Service, or important functions, are not working as expected, and no procedural workaround exists.
          S3: Moderate
          • Non-critical issues that are intermittent or that you or NVIDIA can address using workarounds, but your use of the Enterprise Software or Cloud Service continues to function.
          S4: Minor
          • Cosmetic or other minor issues with the Enterprise Software or Cloud Service that do not cause any significant detrimental effects.
          • Incremental feature requests.

        2. Support Level Timelines. NVIDIA aims to respond to Enterprise Software Services support requests per the target timelines indicated below; however, response times may vary.

          3.   Support Levels
          Service Component Business Standard Business Critical
          (for select offerings)
          Technical Support Access Local Business Hours 24x7
          Severity 1 Initial Response Times 4 Business Hours 1 Hour
          Severity 2 Initial Response Times 4 Business Hours 2 Hours
          Severity 3 Initial Response Times 1 Business Day 4 Business Hours
          Severity 4 Initial Response Times 2 Business Days 1 Business Day
          Access to Customer Portal 24x7 24x7
          Web 24x7 24x7
          Phone Local Business Hours 24x7
          Product Coverage Enterprise Software / Cloud Service Enterprise Software / Cloud Service

      5. Submitting Enterprise Software Services Support Requests. You can submit a support request by:

        1. Filing a case online via the NVIDIA Support Portal: https://nvid.nvidia.com/.

        2. Calling NVIDIA Enterprise Support. For global phone numbers please see: https://www.nvidia.com/en-us/support/enterprise/.

    2. GPU Troubleshooting Services. GPU Troubleshooting Services includes 24/7 Business-Critical support for the Covered Products that are NVIDIA hardware products and NVIDIA software products under an Order Form, as follows:

      1. GPU or CPU Hardware Support. NVIDIA will provide NVIDIA GPU or NVIDIA CPU hardware troubleshooting assistance for all currently supported NVIDIA GPUs or NVIDIA CPUs hardware products included in the Order Form. If an issue is determined to be in the NVIDIA GPU or NVIDIA CPU hardware, you must process an RMA through the respective OEM for hardware replacement.

      2. GPU or CPU Software Support. NVIDIA will provide troubleshooting assistance for all NVIDIA GPU-focused or NVIDIA CPU-focused software products included in the Order Form.

  2. GENERAL SERVICE TERMS FOR GPU EXPERT SUPPORT

    1. When you submit an order for GPU Expert Support, you will (a) purchase GPU Expert Support for Covered Products only for the most current generally available version of Supported Products, and (b) purchase GPU Expert Support as needed for all of your licenses of the applicable Covered Products requiring GPU Expert Support.

    2. GPU Expert Support will start from the date provided in your Entitlement certificate or will start on the date of expiration of the immediately prior service period in case of renewals.

    3. GPU Expert Support is non‐transferable, non‐assignable and your GPU Expert Support is terminated when Covered Products are transferred to another party.

    4. Your use of software Maintenance or Update does not change the number of authorized software licenses. You agree to promptly discontinue use of prior versions as necessary to maintain the authorized number of software licenses.

    5. NVIDIA encourages you to use Maintenance and Updates available to you. Your choice not to deploy Maintenance or Updates as they become available may result in issues with operability, compatibility and interoperability and result in the Covered Product in use being non-conforming to later software documentation.

  3. YOUR RESPONSIBILITIES. IN ORDER FOR NVIDIA TO DELIVER GPU EXPERT SUPPORT UNDER THESE TERMS, YOU AGREE THAT:

    1. You are responsible for registering the Covered Products including product installation address, as applicable, to receive GPU Expert Support, using the registration instructions within each package, email, or as otherwise directed by NVIDIA. NVIDIA IS NOT OBLIGATED TO PROVIDE GPU EXPERT SUPPORT IF YOU DO NOT COMPLETE REGISTRATION AS STATED HEREIN.

    2. You are responsible for procuring, installing and maintaining all equipment and obtaining all consents for other software and other hardware necessary to operate Supported Products.

    3. You will provide through designated users the information or access to your resources and personnel as NVIDIA may reasonably require for providing services. As examples, as reasonably requested you will (a) identify the correct version(s) of Covered Products, (b) provide the documentation and assistance necessary to demonstrate and diagnose each potential technical support issue, including providing necessary test cases that NVIDIA can reproduce on a Certified Platform, (c) provide remote system access (upon mutual agreement) for NVIDIA to replicate potential Errors, and (d) provide embedded diagnostic information.

    4. You will appoint as designated users only those of your employees who have reasonably appropriate technical backgrounds and skills. You may remove or replace designated users during the Service Term with notice to NVIDIA. Further, you will appoint, at NVIDIA’s, request designated service and engineering contacts for issue escalations.

    5. Your failure to comply with your responsibilities may result in additional charges, suspension of support services, or termination of the GPU Expert Support. Additionally, NVIDIA is excused from performing any of its obligations in these Terms to the extent NVIDIA’s non-performance is attributable to your failure to perform your responsibilities.

  4. NVIDIA RESPONSIBILITIES. NVIDIA AGREES TO:

    1. Provide the GPU Expert Support services for per the purchased Support Package.

    2. Ensure scalability and flexibility through entitlement models.

    3. NVIDIA will provide GPU Expert Support services only if payments are received by NVIDIA for such services. If any payment is overdue from you or an authorized reseller, NVIDIA reserves the right to suspend or terminate GPU Expert Support services, in addition to any other remedies it may have, until the payment delinquency is corrected. Payment obligations survive any expiration or termination of the Terms.

  5. EXCLUSIONS AND LIMITATIONS

    1. NVIDIA does not provide services under these Terms related to:

      1. Errors in your products that are not due to Errors in the supported product.

      2. Service necessary due to unauthorized access.

      3. Use of supported products outside of these Terms scope.

      4. Use of supported products that deviates from the operating procedures, indicated supported operating systems and any other specifications indicated in the documentation.

    2. Discretionary Support. NVIDIA will as part of GPU Expert Support attempt to support, but is not obligated to support: (a) supported products on platforms other than Certified Platforms, (b) modifications to supported products made by you or other parties on your behalf if a reported issue cannot be replicated without the modification, or (c) issues with components not owned by NVIDIA and included in supported products where a software update may be required.

  6. TAXES

    Any orders with payment directly to NVIDIA, if applicable, do not include taxes. If NVIDIA is required to pay sales, use, property, value‐added, withholding, or other taxes associated with delivery based on GPU Expert Support provided under these Terms, then such taxes shall be billed to and paid by you. Further, you acknowledge that any payment of fees will be made in full without reduction for withholding taxes.

  7. INTELLECTUAL PROPERTY RIGHTS

    No transfer of ownership of any intellectual property will occur under these Terms. You grant NVIDIA a non-exclusive, worldwide, royalty-free right and license to any intellectual property that is necessary for NVIDIA and its designees to perform the GPU Expert Support. NVIDIA confidential information provided by NVIDIA personnel is subject to confidentiality obligations.

  8. PERSONAL INFORMATION

    1. In order to obtain GPU Expert Support, you or a representative of your entity will need to register and create an account with NVIDIA and become a registered user. When creating an account, the registrant will be required to provide certain personal information and establish a username and a password. NVIDIA reserves the right to suspend or terminate an account if any information provided is inaccurate, incomplete, false or misleading. Each registrant is responsible for safeguarding the password created for the account and for any activities or actions under such account, whether or not authorized by the registrant. NVIDIA will not be liable for any loss or damage arising from any registrant’s failure to comply with the above requirements. To learn more about how NVIDIA may collect, use and share any participant information, please visit NVIDIA’s Privacy Policy at: https://www.nvidia.com/en-us/about-nvidia/privacy-policy/.

    2. If (i) your GPU Expert Support is funded or organized by your employer, organization or any other third party, (ii) your GPU Expert Support is purchased through NVIDIA or an authorized reseller, or (iii) you access your GPU Expert Support using sign-on credentials, such as user name and email address, provided by your employer or organization, your registration information as well as service-related information may be shared with the paying party, organizer or the authorized reseller, as applicable.

    3. In connection with the GPU Expert Support, you may receive access to links to third party websites and services and the availability of those links does not imply any endorsement by NVIDIA. NVIDIA encourages you to review the privacy statements on those sites and services to understand how they may collect, use and share your personal information. NVIDIA is not responsible for the privacy statements or practices of sites and services controlled by other companies or organizations or your reliance on information you gather from use of the links.

  9. TERM AND TERMINATION

    1. Applicability. These Terms remain in effect for the duration of the term indicated in the order unless terminated earlier. NVIDIA is not obligated to provide GPU Expert Support under these Terms for a version of Covered Products after the end of the GPU Expert Support term. NVIDIA is not obligated to initiate or renew GPU Expert Support if GPU Expert Support is no longer made available by NVIDIA.

    2. NVIDIA may terminate or suspend GPU Expert Support if you fail to meet reporting or payment obligation.

    3. If you elect not to renew GPU Expert Support for the Covered Products and later wish to re-enroll, you must pay for the GPU Expert Support being reinstated at the then-current rates: (a) fees for the period between the last expiration of the GPU Expert Support and until commencement of the new GPU Expert Support, (b) fees for the new GPU Expert Support, and (c) any applicable reinstatement fees in addition to fees under (a) and (b). GPU Expert Support re-enrollment is subject to availability at the time of ordering and software version restrictions.

  10. DISCLAIMER OF WARRANTY

    ALL GPU Expert Support PROVIDED AND MATERIALS DISCLOSED ARE PROVIDED “AS IS”. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NVIDIA DISCLAIMS ALL WARRANTIES AND REPRESENTATIONS OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, RELATING TO OR ARISING UNDER THESE TERMS, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF TITLE, NONINFRINGEMENT, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, USAGE OF TRADE AND COURSE OF DEALING.

  11. LIMITATION OF LIABILITY

    1. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL NVIDIA BE LIABLE FOR ANY (I) INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, OR (II) DAMAGES FOR THE (A) COST OF PROCURING SUBSTITUTE GOODS OR (B) LOSS OF PROFITS, REVENUES, USE, DATA OR GOODWILL ARISING OUT OF OR RELATED TO THESE TERMS, WHETHER BASED ON BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, AND EVEN IF NVIDIA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND EVEN IF A PARTY'S REMEDIES FAIL THEIR ESSENTIAL PURPOSE.

    2. ADDITIONALLY, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NVIDIA’S TOTAL CUMULATIVE AGGREGATE LIABILITY FOR ANY AND ALL LIABILITIES, OBLIGATIONS OR CLAIMS ARISING OUT OF OR RELATED TO GPU EXPERT Support Provided UNDER THESE TERMS, WILL NOT EXCEED THE PRICE PAID BY YOU OR THE RESELLER TO NVIDIA (NET OF REBATES AND/OR OTHER CREDITS ISSUED TO YOU OR THE RESELLER) FOR THE GPU EXPERT SUPPORT UPON WHICH LIABILITY IS BASED.

    3. THIS LIMITATION OF LIABILITY IS CUMULATIVE AND NOT PER INCIDENT (I.E. THE EXISTENCE OF TWO OR MORE CLAIMS WILL NOT ENLARGE THIS LIMIT).

  12. GOVERNING LAW; JURISDICTION

    These Terms will be governed in all respects by the laws of the United States and the laws of the State of Delaware, without regard to conflict of laws principles or the United Nations Convention on Contracts for the International Sale of Goods. The state and federal courts residing in Santa Clara County, California will have exclusive jurisdiction over any dispute or claim arising out of or related to these Terms, and the parties irrevocably consent to personal jurisdiction and venue in those courts; except that, either party may apply for injunctive remedies or an equivalent type of urgent legal relief in any jurisdiction. If any provision of these Terms is deemed invalid by a court of competent jurisdiction, the invalidity of such provision will not affect the validity of the remaining provisions of these Terms, which will remain in full force and effect. If any provision of the Agreement is deemed invalid by a court of competent jurisdiction, the invalidity of such provision will not affect the validity of the remaining provisions of the Agreement, which will remain in full force and effect.

  13. TRADE COMPLIANCE

    You agree to comply with all applicable export, import, trade and economic sanctions laws and regulations, as amended, including without limitation U.S. Export Administration Regulations and Office of Foreign Assets Control regulations. You confirm (a) your understanding that export or reexport of certain NVIDIA products or technologies may require a license or other approval from appropriate authorities and (b) that you will not export or reexport any products or technology, directly or indirectly, without first obtaining any required license or other approval from appropriate authorities, (i) to any countries that are subject to any U.S. or local export restrictions (currently including, but not necessarily limited to, Belarus, Cuba, Iran, North Korea, Russia, Syria, the Region of Crimea, Donetsk People’s Republic Region and Luhansk People’s Republic Region); (ii) to any end-user who you know or have reason to know will utilize them in the design, development or production of nuclear, chemical or biological weapons, missiles, rocket systems, unmanned air vehicles capable of a maximum range of at least 300 kilometers, regardless of payload, or intended for military end-use, or any weapons of mass destruction; (iii) to any end-user who has been prohibited from participating in the U.S. or local export transactions by any governing authority; or (iv) to any known military or military-intelligence end-user or for any known military or military-intelligence end-use in accordance with U.S. trade compliance laws and regulations.

  14. CHANGES TO TERMS

    If NVIDIA makes changes to these Terms, then NVIDIA will present such revised Terms to you by posting an updated version generally on its website page, through the Enterprise Services portal, in an email notification or through other reasonable means. The new GPU Expert Support Terms will apply to you, provided they do not single you out.

  15. CONTACT INFORMATION

    For additional information about these GPU Expert Support services, please contact enterpriseservices@nvidia.com

  16. DEFINITIONS

    1. “Certified Platform” means supported OS platforms, corresponding hardware platforms, cloud instance types, third-party software and configuration details appearing on a list maintained by NVIDIA and made available to you, or as otherwise approved by NVIDIA.

    2. “Covered Products” means the NVIDIA products, such as hardware and software, named as described at GPU Expert Support Covered Products at the time an Order Form is entered, for which services are provided under these Terms.

    3. “Entitlement” any (i) renewal certificate; (ii) activation or registration code; or (iii) other entitlement information created by, or on behalf of, NVIDIA.

    4. “Error(s)” means a reproducible defect, problem, logical error or bug in the Covered Product that constitutes a failure to substantially comply with the applicable documentation and is reported using standard NVIDIA procedures.

    5. “Error Correction(s)” means adapting, re-configuring, or reprogramming the Covered Product to correct the Error(s).

    6. “Maintenance” means security patch(es), documentation revisions, Error Correction(s) and Workaround(s) to the Covered Product when and if made generally available by NVIDIA in its sole discretion to its other commercial customers of the Covered Product who have the same Covered Product version under a Service contract with NVIDIA that includes “Maintenance.”

    7. “Order Form” means the order that (i) you place with NVIDIA including all applicable sales terms and conditions issued by NVIDIA and that are accepted by you for the purchase of Covered Products or (ii) an authorized reseller purchase order received and accepted by NVIDIA.

    8. “Updates” means those modifications to the Covered Product other than Maintenance when and if made generally available by NVIDIA in its sole discretion to its other commercial customers of the Covered Product who have the same Covered Product version under a service contract with NVIDIA that includes “Updates” as indicated by a new version number (examples, from version 5.0 to version 5.2 or 6.0).

    9. “Workarounds” means procedures and routines, for use by you, which, when employed in the regular operation of, or access to, the Covered Product, will avoid or substantially diminish the practical adverse effects of the relevant Error.

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