Three levels of hardware management, from vendor coordination to full predictive operations. Response times are set by incident severity, not your service level.
How much of hardware operations do you want to keep? Bronze keeps your team in the driver's seat with Arc handling vendors. Silver hands Arc the pager. Gold adds prediction, optimization, and a dedicated engineer who knows your cluster personally. Whatever the level, the SLA clock runs on incident severity, so a critical outage gets a 15-minute response whether you're on Bronze, SIlver, or Gold.
The baseline every engagement includes. Your team keeps monitoring and remediation. Arc takes vendor wrangling off your plate.
Teams with mature monitoring and an in-house hardware ops function that want the OEM overhead gone. Bronze is also the right entry point if you've been burned by a full-service MSP and want to keep control while offloading the part of the job nobody enjoys.
Arc opens, tracks, and chases warranty claims and RMAs across every vendor in your bill of materials, so a failed part never dies in a support queue.
A single intake point for hardware incidents. Arc triages, assigns severity, and routes escalation through the right OEM path.
Baseline monitoring of your north-south network, with anomalies flagged to your team.
Periodic cluster-wide checks across GPU, CPU, memory, power, and cooling, with findings and recommendations reported to your team.
Everything in Bronze, plus 24x7 hardware operations. Arc becomes your hardware ops team so your engineers stay on models and workloads.
Organizations without an in-house hardware ops team, and teams that have one but want it back on higher-value work. Silver is the default for new cluster deployments, where Arc scopes management into the build before the first rack ships, and the most common landing point for takeovers from self-management or another provider.
GPU, CPU, memory, NVLink, thermal, power, and ECC monitored continuously, with degradation caught on the trend line.
InfiniBand, RoCE, RDMA, and storage networking monitored and managed as first-class infrastructure, with link health tracked to individual ports.
Updates tested against your workloads, scheduled into planned maintenance windows, and applied on a managed cadence.
Rack-level power draw tracked against capacity, with anomalies caught before they become outages.
Critical spares stocked at your facility and inventoried against your bill of materials, so repairs happen in hours instead of shipping cycles.
Utilization trends and growth data reviewed with your team every quarter.
Everything in Silver, plus prediction, optimization, and a dedicated engineer. Failures get fixed before they happen, and leadership gets the reporting to prove it.
Organizations running mission-critical or multi-site GPU infrastructure, teams in regulated industries that need documented operational rigor, and any company where the answer to "who worries about the hardware" should be "nobody here."
ECC drift, thermal creep, and NVLink error trends modeled across your fleet, so components are replaced in planned windows before they fail.
Continuous tuning of fabric, scheduling, and configuration to keep real workload throughput at its ceiling.
Routine remediation runs without a human in the loop, and known failure patterns trigger automatic recovery.
One operating model, one point of contact, and one reporting stack across every location, including cabling and optics health.
One person who knows your cluster, your workloads, and your history.
Growth modeling that ties expansion timing to workload demand, so capacity decisions happen ahead of need.
Optimization actions, downtime avoided, and long-term recommendations, delivered in the language your leadership reads.
Response times are driven by the nature of the incident, not by your service level. A production-down event gets the same 15-minute response on every level. What changes by level is how much of the remediation Arc owns.
Arc handles intake, severity assignment, and OEM escalation. Your team drives remediation with Arc coordinating parts and vendors.
Arc drives resolution end to end, with onsite spares cutting repair time from shipping cycles to hours.
A dedicated engineer runs root-cause analysis, self-healing handles known patterns, and every incident closes with a post-incident report.
On-site support by severity: Sev 1 coordinated within hours, Sev 2 next business day, Sev 3 by arrangement, Sev 4 by request. Timelines depend on site location and access.
Whether you're deploying a new cluster, running one yourself, or ready to leave your current provider, this is the starting point. Share the basics and Arc takes it from there.
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