| U.S. Federal Production Support | U.S. Federal Mission Critical Support | |
|---|---|---|
| U.S. Citizen Support Coverage, U.S. Support Centers | 24x7x365 | 24x7x365 |
Target Response Times | ||
Priority 1 | 1 hour | 30 minutes |
Priority 2 | 4 hours | 2 hours |
Priority 3 | 8 hours | 4 hours |
| Software Support: Major and minor maintenance, patch releases, & upgrades | ||
| Hardware Replacement: Duration of on-site parts replacement after diagnosis | Next Business Day* | 4-hour part replacement** |
| Automatic Support Monitoring | ||
| Field Engineering for Parts Replacement | ||
| Maximum number of support admins per contract | 6 | Unlimited |
| Direct routing to senior-level engineers | ||
| Root Cause Analysis | *** |
Product Support Programs
Support programs for a wide range of organizations
Nutanix’s product support programs* are designed to meet the needs of any size organization, from small and midsize businesses (SMB) that may have limited operations and constrained resources, to large enterprises that operate business and mission-critical 24×7 operations.
* Software support entitles customers to new versions of released software, including bug fixes, patches and major releases issued while the support contract is in effect. Note that newly implemented features in future versions may require purchasing of further licensing.
Compare Product Support Programs
Software Support
| Mission Critical Support | Production Support | |
|---|---|---|
| Technical Support | 24x7x365 | 24x7x365 |
| Target Response Time | ||
Priority 1 | 30 minutes | 1 hour |
Priority 2 | 2 hours | 4 hours |
Priority 3 | 4 hours | 8 hours |
| Priority 4 | Within the next two business days | |
| Software Support: Major & minor maintenance, patch releases, upgrades | ||
| Direct Routing to Senior-Level Engineers | ||
| Root Cause Analysis** | ||
| Nutanix Insights | ||
| Automatic Support Monitoring | ||
| Maximum Number of Support Admins Per Contract | Unlimited | 6 |
** In the event there is an incident that affects system availability, and upon customer request, we will provide root cause analysis for Priority 1 support requests
Hardware Support for Nutanix Platforms
Customers that select Nutanix NX hardware also benefit from a choice of hardware support engagement models:
| Mission Critical Support | Production Support | |||
|---|---|---|---|---|
Hardware Parts Replacement | 4-hours* | Next Business Day Delivery (NBD)** | Next Business Day Delivery (NBD) with After Hours FE* | Next Business Day Ship (NBS)*** |
Field Engineering for Parts Replacement | 24x7 | Business hours** | 24x7 | Business hours** |
* Availability may vary by location
** The conditions of Parts Replacement and Field Engineering can be found in our Support Policies and FAQs
*** Replacement system will be dispatched within one business day from a service depot outside of the region
Cloud Services Support
| Mission Critical Support | Production Support | Community Support | |
|---|---|---|---|
| Technical Support | 24x7x365 | 24x7x365 | next.nutanix.com |
| Target Response Times | |||
| Priority 1 | 30 minutes | 1 hour | NA |
| Priority 2 | 2 hours | 4 hours | NA |
| Priority 3 | 4 hours | NBD | NA |
| Priority 4 | Within the next two business days | NA | |
| Direct Routing to Senior-Level Engineers | next.nutanix.com | ||
| Contract Term | Monthly, Annual or Multi-year | Monthly, Annual or Multi-year | Free Trial Period |
When purchasing Nutanix Enterprise Cloud OS software, customers have the choice to also purchase Nutanix NX appliances, or select a validated hardware platform directly from third-party vendors.
NON-RETURNABLE DISK DRIVE PROGRAM
When HDDs or SSDs require replacement, you may want to keep your drives in-house to protect your data in order to comply with data security compliance regulations. Nutanix offers a Non-Returnable Disk Drive (NRDK) option, which eliminates the need to return defective disk drives. The program applies to all existing models of the Nutanix product. Customers are responsible for disposing of the replaced disk drives in agreement with their own data security compliance requirements and other applicable laws.
- NRDK can be purchased as a 1 or 3-year contract and is available for all Nutanix product models
- NRDK must be purchased per block
- The NRDK option is only available for purchase in conjunction with one of Nutanix’s support programs
U.S. Federal Support
Nutanix U.S. Federal Support is an additional offering tailored to meet the needs of U.S. Federal customers – civilian organizations, agencies and the military.
This separate support contract provides 24x7 direct access to full-stack support provided by experienced engineers on U.S. soil through an exclusive 1-800 number.
Online Support Resources
Online resources are available via Nutanix’s award-winning support site, including extensive product documentation, user manuals, advisories and other helpful information. Customers can create cases at any time on the portal. If you require emergency assistance, please contact Telephone Support at 1-855-NUTANIX, extension 3 or find your local number.
