Lambda’s Scope of Support - DRAFT
Support
Lambda is the Deep Learning industry leader when it comes to supporting the entire hardware and software stack. Whether you’re setting up a workstation in a lab, configuring a server for use in your data center, Lambda offers a support plan to meet your team’s needs.
Support Team
When you choose Lambda, you gain access to a dedicated support team of seasoned professionals with deep expertise in AI/ML Hardware.
Support Layers
| Support Layers | ||
|---|---|---|
| Hardware | System | |
| Coverage | All Lambda-installed components(CPU,GPU,memory,storage,NICs,PSUs,etc.) | BIOS,BMC,OS,all Lambda-installed software and drivers,Lambda Stack |
| Terms | 1,3 or 5 years | 1,3 or 5 years |
| Renewals | Can not be renewed Original purchase only | 1,2 or 3 years |
Support Levels
Lambda support is offered in two different levels: Standard and Premium.
The Standard support level is designed to provide the best value for full-stack support of Lambda products. Standard support provides live support during business hours (9AM to 5PM PT) with next business day response time.
The Premium support level is designed for mission-critical deployments where downtime needs to be minimized. Premium provides live 24x7 support with a six-hour response time. Premium support is offered for all Lambda products designated in the Support Plans by Product section of this document. Premium support must be purchased for all layers and all products in the deployed solution in order to ensure complete coverage.
| Support Levels | ||
|---|---|---|
| Standard | Premium | |
| Support Access | 9AM to 5PM PT | 24×7 |
| Response Times | Next business day | 6 hours |
| RMA | Replacement upon receipt of faulty part [1] | Advanced part replacement [2] |
|---|
[1] Lambda will provide packing materials. The customer is responsible for the cost of returning the defective part or machine to Lambda.
[2] Lambda will provide packing materials and is responsible for the cost of returning the defective part or machine to the customer.
Support Requests
Support documentation can be accessed and support tickets can be submitted at any time on the Lambda Support site: https://lambdalabs.com/support.
Tickets will be automatically logged in our support ticketing system and assigned to a technical support engineer. Lambda Support will work with you to remotely troubleshoot the ticket and will schedule calls or remote access sessions if necessary.
Requests made outside of the ticketing system will not be subject to Lambda’s Support Service Level Agreement (SLA).
Support Scope
This is for unmanaged Private Cloud. If Customer has purchased a managed offering, the Support Scope will be reflected in the Managed SOW.
| Item | Desc | Lambda | Customer |
|---|---|---|---|
| Hardware | |||
| Troubleshooting | Parts and Replacements | X | |
| System Software | |||
| Updates and Upgrades | BIOS | X* | |
| Updates and Upgrades | Operating System | X* | |
| Updates and Upgrades | Drivers/Firmware | X* | |
| Storage | |||
| Hardware | Replacement | X | |
| Hardware | Troubleshooting | X | |
| Network | |||
| Hardware | Troubleshooting | X |
| Replacement | X | ||
|---|---|---|---|
| Other Software | |||
| Not Supported | |||
| Troubleshooting Customer code | |||
| External Network/VPN Connection Troubleshooting | |||
| 3rd Party Applications not installed by Lambda |
● * - Lambda will obtain latest software versions and make them accessible for customer-install.