Jetson customer service — professional guide

Overview and context

NVIDIA Jetson is the embedded AI platform family (Jetson Nano, Xavier NX, AGX Xavier, Orin) that has been supported by NVIDIA since the first Jetson TK1 (2014) and expanded through major releases in 2015–2022. Developer kit launch prices provide a useful baseline for procurement and support budgeting: Jetson Nano Dev Kit launched at USD 99 (2019), Jetson Xavier NX at USD 399 (2020), and Jetson AGX Xavier Dev Kit at USD 699 (2018). These prices are launch figures and may vary by distributor or regional taxes; always confirm current MSRP with an authorized reseller.

Customer service for Jetson covers two distinct audiences: the community/developer population that uses the Jetson Developer Zone and forums for free, peer-driven help, and enterprise customers who require paid, contractual support with SLAs, RMA coordination, and access to NVIDIA enterprise engineers. Understanding which lane you are in determines where to open tickets, what evidence to collect, and expected response times.

Official support channels and contact points

Primary self-service resources are the Jetson Developer Zone (https://developer.nvidia.com/embedded/jetson-developer-zone) and the NVIDIA Developer Forums (https://forums.developer.nvidia.com). These sites host downloads (JetPack SDK, SDK Manager), release notes, board support packages (BSPs) and active threads; community responses typically appear within 24–72 hours for common issues. For software updates, always use NVIDIA SDK Manager (Linux host) to install JetPack, as it centralizes OS image installs, CUDA, TensorRT, and other runtime components.

For formal NVIDIA contact: corporate headquarters is NVIDIA Corporation, 2788 San Tomas Expressway, Santa Clara, CA 95051, USA; general phone +1-408-486-2000 and support portal https://www.nvidia.com/en-us/support/. Enterprise customers should route requests through the NVIDIA Enterprise Support Portal to open paid tickets and request RMAs. Note: exact phone numbers, regional support numbers and office addresses can vary by country—check the support portal for localized contact information and business hours.

How to open an effective support ticket

Whether you use the developer forums or the enterprise support portal, a high-quality ticket accelerates diagnosis and resolution. Start with a concise subject line (product, board, JetPack version), then provide a reproducible failure case with steps, exact software versions, and observed vs expected results. Include timestamps where possible; reproducible steps reduce back-and-forth and shorten mean time to resolution.

• Minimum information to include: device model and board serial (e.g., Jetson Xavier NX – SN xxxxx), JetPack/OS versions (e.g., JetPack 4.6 / Ubuntu 18.04 or JetPack 5.1 / Ubuntu 20.04), firmware tags, SDK Manager log file, and a purchase/invoice copy when requesting RMA or warranty service.
• Attach logs and artifacts: system dmesg output, tegrastats (runtime power/CPU/GPU usage), error messages, kernel traceback, application logs, and clearly labeled screenshots or short screen recordings. If the problem involves peripherals, note exact vendor/model and bus information (USB device IDs shown via lsusb).
• State your urgency and business impact (development blocker vs production outage) and preferred contact times. For enterprise contracts, include your support contract ID to trigger SLA routing.

Warranty, RMA process and typical timelines

Developer kits commonly come with a limited warranty (typical duration: 1 year from purchase for most manufacturer dev kits). For hardware failures outside of software configuration issues, NVIDIA or the reseller will require proof of purchase and a serial number to validate coverage. If a device is under warranty, the RMA process normally begins with a support ticket; follow the instructions on the response for packaging, labelling, and return shipping—do not ship without an RMA authorization number.

Typical RMA logistics: initial acceptance and diagnostics (1–5 business days), repair or board replacement (5–15 business days depending on parts and location), and return shipping (2–10 business days depending on carrier and customs). For urgent production deployments, request an expedited RMA under a paid enterprise support contract to reduce turnaround; keep spare units if you need ≥99% uptime for field systems.

Enterprise support, SLAs and professional services

Enterprise customers can negotiate support contracts that include guaranteed SLAs, escalation paths, and access to NVIDIA engineering. Typical SLA tiers specify response times by severity: P1 (system down) responses within 1–4 hours, P2 (major functionality impaired) within 4–8 hours, and P3 (minor issues) within 24–72 hours. Exact SLA commitments and pricing are contract-specific—contact NVIDIA Enterprise Support for a tailored quote and statement of work.

For integration, performance optimization, or productionizing AI pipelines, many organizations engage NVIDIA or certified partners for professional services. Rates depend on scope—typical consultancy hourly rates for embedded AI engineering range widely (rough industry guideline: USD 150–350/hr) and fixed-price projects (integration, porting models to TensorRT, power/perf tuning) are common. Always request a written proposal with deliverables, milestones, and acceptance criteria.

Troubleshooting checklist (quick reference)

Before escalating, run a reproducibility checklist and collect the standard diagnostics: confirm power supply meets board requirements (e.g., 19V/120W for some AGX modules), check boot logs, and confirm peripherals on a known-good host. Many issues are resolved by firmware/JetPack mismatch, missing device trees, or incorrect power profiles.

• Commands and checks to collect: sudo dmesg | tail -n 200; sudo journalctl -b –no-pager; sudo tegrastats (or jtop) during failure; lsusb -v; ifconfig -a or ip a for networking issues; sudo nvpmodel -q and sudo jetson_release (or check /etc/nv_tegra_release) for software versions.
• Reproduce in a minimal configuration: remove third-party HATs/peripherals, boot a stock JetPack SD image or freshly flashed module via SDK Manager, and run NVIDIA sample apps (camera, CUDA samples) to narrow hardware vs software cause.

What is the phone number for Ride Jetson?

To make an information access and/or deletion request you may contact us by phone at the toll-free phone number (888)976-9904, or by e-mail at [email protected].

How do I file a warranty claim with Jetson?

All brand-new Jetson products are covered by one of Jetson Limited Product Warranty policies ; remanufactured products are covered, too, for 90 days from the purchase date. If you’re within that window and want to file a warranty claim, you can do so 24/7 by starting a chat with J., our superstar virtual assistant.

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How to connect to a Jetson?

Tap the Bluetooth® symbol in the top left corner of the app. Look for your Jetson product in the list of detected devices and select it. Enter your password. (If this is your first time connecting or you have recently recalibrated your hoverboard, your password will be the default password: 000000.)

How do I contact Jetson?

Fill out the form or call us at (772) 335-7550 to schedule an appointment. Please complete the fields in the contact form, giving as much detail as possible. All fields marked * are required. We do not sell or otherwise redistribute the information that you provide.

How long is the Jetson bike warranty?

Your Jetson product (“Product”) is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase (“Warranty Period”) when used in accordance with Jetson’s user manuals (refer to www.ridejetson.com/support).