Care is our name for what others call support. Because when science is at stake, what you need is not a ticket in a queue. It is someone who understands what is at risk, and does not let go of your hand until the discovery happens.
Support is reactive: something breaks, someone fixes it, the ticket closes. Care is a relationship that never closes. The same logic that makes us refuse to sell boxes makes us refuse transactional support. The frontier scientist does not live on tickets resolved, they live on time returned, and that is what we protect.
“Science is, above all, a conversation between peers that lasts generations.”
Support is reactive: something breaks, someone fixes it, the ticket closes. CARE is a relationship that does not close.
Asset portal, auditable provenance record, identity tag, serials per component, contracts and expiry dates, full history, and one channel to a human.
It accompanies every step with a physical asset. Cloud Start, having no asset to hold in custody, has no CARE base.
Active management of expiry and renewal, a named CARE engineer with SLA, end-of-life watch, an accountability dossier on demand, annual review and a local telemetry panel.
On request
The panel unlocked: history, trend, prediction and fleet view. Observability today.
On request
There are two ways to cover hardware: keep the part already at the customer's site, or pay an annual contract for someone to race there. The first solves the only variable that matters, the time until the part is in hand, and costs a fraction of the second across the lifecycle. The specific arithmetic for your case goes in the proposal.
| Domain | First line |
|---|---|
| Compute | Manufacturer |
| Power and thermal | Manufacturer |
| Network | Manufacturer |
| Integration and architecture | ARETE |
CARE direct from the manufacturer is stronger than through an integrator: there is one less intermediary between the problem and whoever knows how to fix it.
Someone who understands what is at stake before the ticket. The channel is open around the clock, in English, Spanish and Portuguese; the standard response is within 24 hours, and shorter targets follow the contracted SLA.
NVIDIA-certified engineers, wherever possible with training in your own domain, so the person helping speaks your language, not just the machine’s.
Every interaction becomes memory of your environment. Nothing is lost in a shift change; the context follows the mission.
We watch before things break. The best CARE call is the one you never have to make.
Requests, status and knowledge live in a single portal, so nothing you send disappears and nothing you need is more than one click away.
Describe what you need. It reaches a person who understands the science, not a generic queue.
See status, history and next steps in real time, with no need to chase anyone.
Guides, runbooks and answers curated by our engineers, open whenever you need them.
A machine can be delivered in ninety days. A relationship is built for as long as the science lasts. That is the part we never hand off.
