Requesting Support
NVIDIA CCluster provides a support workflow where you can submit a support request directly from the product UI.
Submitting a request through the NVIDIA CCluster's user interface
To submit a support request, follow the steps below.
1. Access the NVIDIA CCluster UI
To submit a request from the NVIDIA CCluster UI, you must have an active NVIDIA CCluster account provisioned for your organization. If you need access or have questions about account handling, contact your NVIDIA representative or your organization's designated support contact.
Once logged in, you can submit a request by selecting Support located near the bottom of the sidebar menu.
2. Select the appropriate category
Once you begin submitting your ticket, you will need to select a relevant category.
As shown above, you can select a category from the drop down menu on the Submit a Request window.
The category definitions and types of inquiries are as follows:
General Questions
Question about how NVIDIA CCluster works and what it can do.
Sales Questions
Questions on Pricing, enterprise plans, and tailored solutions.
Billing and Finance
Support for invoices, payment methods, and usage details.
Performance Questions
Support with unexpected latency, throughput issues and other optimization questions.
Data Privacy and Account Deletion
Questions on how we user your data as well as account deletion requests.
Add a New Cluster
Requests for adding a new region or zone for your workloads.
Other
Any requests that don't fit the above category. Send it here and we will route it to the appropriate team.
3. Select the appropriate priority
Use the dropdown menu pictured below to select the appropriate priority for your request. The NVIDIA team will triage submissions internally, using the selected Priority as a guideline.
Refer to the chart below to help determine the best priority level.
For Urgent or High requests, we recommend using your organization's fastest established NVIDIA support escalation path in parallel with the request form.
| Urgency | Impact | Description | Example | Response Expectation |
|---|---|---|---|---|
| Urgent | Critical | Broad impact across systems or users | Complete service outage | Immediate action; highest priority |
| High | Significant | Major functionality broken or severely limited | Core feature failure | Fast response; prioritized within regular work hours |
| Medium | Moderate | Noticeable disruption, but workarounds exist | Minor feature behaving unexpectedly | Addressed in order of priority |
| Low | Minimal | Minor inconvenience or cosmetic issue | Typo or UI glitch | Added to backlog for future review |
4. Fill out the support request form
Fill out the text box on the Submit a Request window. For best results, follow the guidelines below.
A good support ticket should include:
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A clear summary of the issue, including any error messages or symptoms.
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The urgency and impact level, based on how many users or systems are affected.
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Steps to reproduce the issue, if applicable.
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Expected vs. actual behavior, to help us understand what went wrong.
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Relevant context, such as model name, endpoint, region, or time of occurrence.
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Screenshots or logs, if available, to speed up triage.
Example Request
Subject: Unable to Access Private Endpoint Using Downloaded Certificate with httpx
Description: We're attempting to access a private NVIDIA CCluster endpoint using a certificate downloaded from the private endpoint configuration. However, requests using httpx are failing with a certificate-related error.
Steps Taken:
Downloaded the provided certificate from the NVIDIA CCluster UI
Attempted to connect using httpx.Client(cert=...)
Received SSL error: certificate verify failed
Impact: This is blocking access to a private endpoint required for feasibility testing.
Urgency: High
Additional Info:
Model: llama2-70b-chat
Region: us-west2
Sample code snippet and logs are attached.
5. Attach any relevant code snippets, screenshots, or logs
As alluded to in our example request ticket above, users can also attach relevant documents, images, or other media to help the NVIDIA team gather information and resolve the request faster.
To do so, click the box labeled Click to upload or drag and drop files here. From there, you can select a file based on its location on your local machine.
For multiple images and/or documents, please add the documents to a single folder and compress the folder before uploading it.
To compress a file, you can follow some example guides below:
Compress a file on Mac OS
Compress a file on Windows
Compress a file on Linux
6. Submit the request
Once you've gone through the above steps and processes, you can click the green Submit button. You should then see a notification on your screen confirming you submitted the support ticket.
You may also receive an email confirmation through your organization's configured support workflow, depending on how your environment is set up.
Direct support escalation
If your organization has a dedicated NVIDIA support contact or escalation path, include the same information described above when escalating directly. These best practices help the support team triage and respond quickly.
You've done it!
Congratulations! You now know how to submit your first support request!