DDN Enterprise AI HyperPOD Support Subscription

Purpose & Scope

This Service Description summarizes the software subscriptions, support services, entitlements and responsibilities associated with DDN Enterprise AI HyperPOD.

It is intended to help customers understand what is included with their HyperPOD subscription and how the service is delivered. Commercial terms, subscription terms and support obligations are governed by the applicable Order Form and DDN terms and conditions referenced below.

1. How This Document Relates to Your Agreement

This Service Description describes the DDN Enterprise AI HyperPOD software subscriptions and support services (the “Service”). It is incorporated by reference into, and forms part of, the agreement between DDN and Customer.

The following documents apply to the Service:

Order of Precedence. In the event of a conflict among the documents listed above, the applicable Order Form controls. Subject to the foregoing, the documents control in the order listed above.

Updates.  DDN may update this Service Description from time to time. The then-current version published by DDN at applies to the Service. Subject to DDN’s applicable software lifecycle and end-of-life policies, DDN will not make changes during a paid subscription term that materially reduce the software entitlements or support commitments described in this Service Description.

Where DDN makes a material change, DDN will update the Version and Effective Date shown on the first page and record the change in the Document Control table at the end of this document.

2. Service Overview & Subscription Options

DDN Enterprise AI HyperPOD Software & Support Subscription provides the software subscriptions and technical support required to operate a DDN-qualified HyperPOD environment.

DDN HyperPOD Infinia Software & Support subscription is licensed by raw storage capacity.  This is defined as the aggregate manufacturer-rated capacity of the physical storage media installed in the licensed environment as part of the HyperPOD solution, before any reduction for erasure coding, replication, formatting or system overhead.

NVIDIA AI Enterprise may be provided under a Bring Your Own License (BYOL) model. NVIDIA AI Enterprise software provided under BYOL remains subject to the applicable NVIDIA licensing terms. Customer is responsible for obtaining and maintaining valid NVIDIA AI Enterprise entitlements covering the GPUs deployed in the HyperPOD environment for the full subscription term, and shall provide evidence of entitlement on DDN’s reasonable request.

DDN software support for NVIDIA AI Enterprise components requires an active HyperPOD GPU Software & Support subscription. Where customer elects BYOL without a HyperPOD GPU subscription, DDN supports the DDN-provided software components only, and NVIDIA AI Enterprise issues are directed to NVIDIA under customer’s own entitlement.

If customer’s NVIDIA AI Enterprise entitlement expires or lapses during the subscription term, DDN’s support obligations for the affected components do not apply until the entitlement is restored. Any such period does not extend the subscription term or give rise to a credit.

3. Software Entitlements

^{# Qualified Release” means a generally available release of DDN software that DDN has designated as supported for use with HyperPOD in DDN’s then-current HyperPOD supported software, compatibility, release lifecycle, or other applicable support documentation. A release remains a Qualified Release only for the period during which DDN designates that release as supported}

* Subject to applicable configuration and connectivity requirements, which may impact response times.

4. Software Support

DDN provides HyperPOD software support through the DDN Customer Support Portal, email and phone.

Severity definitions are located the DDN Support Services Terms and Conditions.

Response times represent initial response targets in calendar hours and do not represent guaranteed resolution times.

5. Subscription Term & Lifecycle

The subscription term and commercial terms are defined in the applicable Order Form.

6. Customer & DDN Responsibilities

7. HyperPOD Solution & Proactive Support

Hardware & Partner Support

HyperPOD is delivered on DDN-validated platforms and may include technology from DDN and platform partners.

DDN provides support for the HyperPOD solution within the applicable support scope. Where DDN determines that an issue originates in partner-provided hardware or software, DDN will coordinate with the applicable partner, as applicable, to support resolution.

Telemetry & Proactive Support

The default HyperPOD model is to provide standardized telemetry configured at installation to enable operational visibility for the Service including automated diagnostics and case creation.  Telemetry data is provided by HyperPOD to DDN to deliver support.

Support Where Telemetry Is Disabled. Where Customer elects not to enable, or disables, telemetry, proactive diagnostics, monitoring, and automated case creation that depend on telemetry will not be available. Customer remains eligible for support services but must provide DDN, upon request, with logs, diagnostic data, and other information reasonably required to investigate and resolve a support case. DDN’s applicable response targets will commence when customer submits the support case with the information reasonably necessary for DDN to begin investigating the reported issue. Any delay resulting from customer’s failure to provide additional information or diagnostic data reasonably requested by DDN will not count toward any applicable response or resolution target.

8. Not Included

Unless specifically identified in the applicable Order Form:

9. Third-Party Software & Applicable Terms

HyperPOD may include or interoperate with 3^rd party, open-source and other third-party software. Such software remains subject to the applicable third-party terms.

Applicable Documentation

• Subscription Terms and Conditions
• Support Services Terms and Conditions
• DDN Legal Resources
• HyperPOD Release Notes
• HyperPOD Supported Software / Compatibility
• NVIDIA Software License Agreement
• NVIDIA Product-Specific Terms
• DDN Customer Support Portal