KB 487004 - How to manage tickets in NVIDIA NPN Portal
Prerequisites
Ensure you have access to the NVIDIA Partner Network (NPN) Portal.
Method 1: Submitting a Support Ticket via Email
You can create a support ticket by sending an email to NVIDIA Enterprise Support Case at:
📧 enterprisesupport@nvidia.com
Key Points:
When the NVIDIA support team responds, you can reply within the same email thread as a normal email.
Alternatively, you can log in to the NPN Portal and respond from there (see Method 2 for details).
Method 2: Submitting a Support Ticket via the NPN Portal
Follow these steps to submit a ticket directly through the NVIDIA NPN Portal:
Log in to the NVIDIA NPN Portal using your credentials.
Click on the 'Get Help' tab.
Select the 'Enterprise Support' button.
You will be redirected to the NVIDIA Enterprise Support Portal.
Here, you can view your previous tickets, including those created via email using your registered email ID.
Click on 'Create a Case' to initiate a new support case.
Fill in the required details:
Case Information (e.g., issue description, category)
Severity Level (choose based on the urgency of your issue)
Entitlement Details (if applicable)
Click 'Submit' to register the support case.
Once submitted, the case will be visible under the 'My Cases' section in the Enterprise Support Portal.
Managing Your Support Case
Track Status: View the case progress under the 'My Cases' section.
Provide Updates: Add comments or additional details to the case.
Change Severity: Click the 'Change Severity' button (found in the three-dot menu near the 'Close Case' button) to adjust the severity level if needed.
Escalate the Case: If required, you can escalate a case by clicking 'Escalate' and providing a valid reason.
By following these methods, you can efficiently create and manage your support cases on the NVIDIA NPN Portal.
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