Support Policies and FAQs

We are committed to providing high quality, supportable products to our customers. Rapidly changing technologies drive the need to introduce new products and integrations, add features and Updates, and to retire older products. To this end, our End of Support Life (EOSL) and Product End of Life Policies are defined below. This information describes the process we follow for product releases, support cycles, product end of life, and how these can relate to hardware compatibility for hardware platforms that we support. This Policy also outlines our approach to retiring products.  Our Software and Product Support Services EOL Policies apply only to customers with an active Support contract (“Support Services”). Capitalized terms used in this policy are defined in the Nutanix License and Services Agreement or in the “Policy Definitions” below.

1. Software Version Number

Software versions are designated, in Nutanix’s sole discretion, using the following format: “X.Y.Z.n”

• “X” defines the Major Release version number
• “Y” defines the Minor Release version number
• “Z” defines the Maintenance Release version number
• “n” defines the Patch Release version number

2. Software EOSL Policy

2.1 AOS

• Overview. Nutanix AOS Releases and the associated EOSL Policy is also generally inclusive of our other Software products such as AHV, Foundation, Nutanix Guest Tools (NGT), Flow Networking Security (FNS) and Nutanix Cluster Check (NCC). Nutanix Products that follow a different policy are described in the subsequent sections.
• Maintenance and Troubleshooting.
  • Each Upgrade family is Maintained for a fifteen (15) month period after the Release Date of the Upgrade.
  • At the end of the fifteen (15) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases AOS 7.0 on December 11, 2024, the AOS 7.0 Upgrade family will be Maintained until March 31, 2026 and Troubleshooting will be available until December 31, 2026.

2.2 Prism Central (PC)

• Overview. PC Releases and the associated EOSL Policy is also generally inclusive of our other Software products such as Self Service, Microservices Platform (MSP), Objects Manager, Files Manager, Flow Virtual Networking (FVN), Flow Networking Security (FNS), Nutanix Cluster Check (NCC). Nutanix Products that follow a different policy are described in the subsequent sections.
• Maintenance and Troubleshooting.
  • Each Upgrade family is Maintained for a fifteen (15) month period after the Release Date of the Upgrade.
  • At the end of the fifteen (15) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases PC 2024.3 on December 11, 2024, the PC 2024.3 Upgrade family will be Maintained until March 31, 2026 and Troubleshooting will be available until December 31, 2026.
    

2.3 Nutanix Files

• Maintenance and Troubleshooting.
  • Each Upgrade family is Maintained for a three (3) month period after the Release Date for the next Release that is an Upgrade.
  • At the end of the three (3) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases Files 4.2 on September 28, 2022, and Files 4.3 on April 24, 2023, then the Files 4.2 Upgrade family will be Maintained until July 31, 2023 and Troubleshooting will be available until April 30, 2024.
    

2.4 Nutanix Objects

• Maintenance and Troubleshooting.
  • Each Upgrade family is Maintained for a three (3) month period after the Release Date for the next Release that is an Upgrade.
  • At the end of the three (3) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases Objects 4.0 on April 11, 2023, and Objects 4.1 on June 26, 2023, then the Objects 4.0 Upgrade family will be Maintained until September 30, 2023 and Troubleshooting will be available until June 30, 2024.
    

2.5 Nutanix Database Service (NDB)

• Maintenance and Troubleshooting.
  
  • When an Upgrade is made available, the previous Upgrade family shall cease to be Maintained.
  • Each Upgrade family shall receive Troubleshooting only for a twelve (12) month period after the Release Date of the next Release that is an Upgrade.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases NDB 2.4 on January 24, 2022, and NDB 2.5 on October 3, 2022, then Maintenance will cease for the NDB 2.4 Upgrade family and Troubleshooting will be available until October 31, 2023.
    

2.6 Life Cycle Manager (LCM)

• Maintenance and Troubleshooting.
  • When an Upgrade is made available, the previous Upgrade family shall cease to be Maintained.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
    

2.7 Nutanix CSI Volume Driver

• Maintenance and Troubleshooting.
  • Each Upgrade family is Maintained for a three (3) month period after the Release Date for the next Release that is an Upgrade.
  • At the end of the three (3) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases CSI Volume Driver 2.5.1 on February 16, 2022, and CSI Volume Driver 2.6.0 on October 25, 2022, then the CSI Volume Driver 2.5 Upgrade family will be Maintained until January 31, 2023 and Troubleshooting will be available until October 31, 2023.
    

2.8 Nutanix Data Services for Kubernetes (NDK)

• Maintenance and Troubleshooting.
  • When an Upgrade is made available, the previous Upgrade family shall cease to be Maintained.
  • Each Upgrade family shall receive Troubleshooting only for a twelve (12) month period after the Release Date of the next Release that is an Upgrade.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.

2.9 Nutanix Kubernetes Platform (NKP)

• Maintenance and Troubleshooting.
  • Current and previous two (2) Upgrade families are Maintained.
  • When an Upgrade is made available, the previous N-3 Upgrade family shall cease to be Maintained except for Troubleshooting only for a subsequent six (6) months.
  • For example, If Nutanix releases NKP 2.14 in September 2024, Maintenance will continue for the NKP 2.12 and NKP 2.13 Upgrade families, alongside the NKP 2.14 Upgrade family. When Nutanix releases NKP 2.15 in January 2025, Maintenance will cease for the NKP 2.12 Upgrade family and Troubleshooting will be available until July 30, 2025.

2.10 Nutanix Enterprise AI (NAI)

• Maintenance and Troubleshooting. 
  • Each Upgrade family is Maintained for a three (3) month period after the Release Date for the next Release that is an Upgrade.
  • At the end of the three (3) month Maintenance period, each Upgrade family is entitled to receive Troubleshooting only for a subsequent nine (9) months.
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
  • For example, if Nutanix releases NAI 1.9 on May 21, 2024, and NAI 2.0 on November 11, 2024, then the NAI 1.9 Upgrade family will be Maintained until February 28, 2025, and Troubleshooting will be available until November 30, 2025.
    

2.11 Nutanix Move

• Maintenance and Troubleshooting. 
  • When an Upgrade is made available, the previous Upgrade family shall cease to be Maintained.
    
  • Each Upgrade family shall receive Troubleshooting only for a twelve (12) month period after the Release Date of the next Release that is an Upgrade.
    
  • When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.

3. Anticipated Software Release Cadence

3.1 AOS

• Upgrades are typically made available every six (6) to nine (9) months.
• Updates are typically made available every four (4) to six (6) weeks.
• In addition, Updates that only consist of Patch Releases are made available as-needed.
  

3.2 Prism Central (PC)

• Upgrades are typically made available every six (6) to nine (9) months.
• Updates are typically made available every four (4) to six (6) weeks.
• In addition, Updates that only consist of Patch Releases are made available  as-needed.

3.3 Nutanix Files

• Upgrades are typically made available every six (6) to nine (9) months.
• Updates are typically made available every six (6) to eight (8) weeks.
• In addition, Updates that only consist of Patch Releases are made available as-needed.
  

3.4 Nutanix Objects

• Upgrades are typically made available every three (3) to six (6) months.
• Updates are typically made available every six (6) to eight (8) weeks.
• In addition, Updates that only consist of Patch Releases are made available as-needed.
  

3.5 Nutanix Database Service (NDB)

• Upgrades are typically made available every three (3) to nine (9) months.
• Updates are made available as-needed.

4. AOS Compatibility

4.1 Prism Central (PC)

• Each Prism Central Upgrade family will be compatible with the current and previous two (2) active AOS Upgrade families.
• For Software product compatibility and interoperability, see the Software Interoperability page in the Nutanix Support Portal.

4.2 Nutanix Database Service (NDB)

• Each NDB Upgrade family will be compatible with the current and previous two (2) active AOS Upgrade families.
• For Software product compatibility and interoperability, see the Software Interoperability page in the Nutanix Support Portal.

5. Software Support Summary

* In the event there is an incident that affects a customer’s system availability, and upon request, Nutanix will provide root cause analysis for Mission Critical Priority 1 support requests.

** Nutanix does not provide support for products that have reached EOSL. The exception is hardware support for platforms with an active Extended Support contract or Software support for assistance related to upgrading from your EOSL version to a supported version.

6. Hardware Compatibility Guidelines

Compatible hardware platforms (“Approved Platforms”) are listed on Nutanix’s Hardware Compatibility List (“HCL”) which can be found here. Approved Platforms listed on the HCL are specific with regard to the version of such platform as well as for the components included therein. For Approved Platforms the following guidance applies:

• Nutanix will periodically place platforms on the HCL to be “Approved Platforms”.
• As of the date that a platform becomes an Approved Platform, Nutanix agrees that it shall provide Releases that are compatible with that Approved Platform (including backward compatibility) prior to EOL, unless otherwise stated. The preceding sentence assumes that the customer has installed all Releases that are Upgrades during the term of Support.
• Notwithstanding the commitment above, Nutanix has no obligation to provide Releases for Approved Platforms if such Approved Platforms subsequently are ‘end of life’ or are no longer supported by the manufacturer.
• Nutanix strongly recommends that customers deploy Nutanix Software on a hardware platform that is under a maintenance contract.

7. Product End of Life

Nutanix may choose to discontinue products for various reasons, including market demand, innovation to technologies, or the need to substitute features or products with functionally superior technology. Nutanix recognizes that product end of life may require a review of the impact to our customer’s deployment of the Nutanix Cloud Platform. Nutanix is committed to providing reasonable advance notice of any product or major feature end of life and to offer suggestions for alternatives, including plans to transition to alternate Nutanix products.  Specific questions about end of life products or features can be directed to your Nutanix Account Executive or Nutanix channel partner.

POLICY DEFINITIONS

Documentation means the information provided by Nutanix about Our Products found in the documentation section of the Portal (https://portal.nutanix.com/page/documents/list?type=software).

End of Support Life (EOSL) or End of Life (EOL) is the last date that the product is entitled to receive applicable Support. After this date, all Support for the product will cease unless entitled by an active Extended Support contract. 

End of Maintenance is the date after which Nutanix will only provide Troubleshooting. Any Software and firmware released after a hardware end of maintenance date will not be qualified on that hardware, with the exception of AOS. For AOS, Nutanix will qualify the first Upgrade release that is made after the hardware end of maintenance date.

Error means any reproducible failure of the Software or Cloud Services to substantially perform any material function as set forth in the Documentation.

Maintenance means the provision of Releases by Nutanix.

Maintenance Release. The number in the “Z” position in the Software version number indicates a Nutanix Software release as a Maintenance Release. A new Maintenance Release has a number of bug fixes and generally does not include new features.

Maintained means that Nutanix will provide Updates that have workarounds and bug fixes for Errors but will not provide Upgrades.

Major Release. The number in the “X” position in the Software version number identifies a Nutanix Software release as a Major Release. A new Major Release has a large feature payload and a number of bug fixes.

Minor Release. The number in the “Y” position in the Software version number identifies a Nutanix Software release as a Minor Release. A new Minor Release has a nominal feature payload and a number of bug fixes.

Mixed Support Level means that the product is covered by different levels of Support contracts in the same cluster.

Patch Release. The “n” position in the Software version number identifies a Software release as Patch Release. A Patch Release typically has a smaller number of security/bug fixes than a Maintenance Release. Nutanix may limit the distribution and payload of some Patch Releases.

Release means any generally available Upgrade or Update. These include and can be described as major, minor, maintenance, or patch releases.

Release Date means the date a new Upgrade or Update is generally made available.

Software means any supported Release.

Support Services means our Software support and maintenance offerings as described in the Support Program Guide.

Troubleshooting refers to Nutanix Support consisting of workarounds and access to documentation in the Nutanix Support Portal. Where possible it may also include the provision of a Patch Release.

Update means either a Maintenance Release or a Patch Release.

Upgrade means either a Major Release or a Minor Release.

Log in to the Nutanix Support Portal to view the Compatibility and Interoperability Matrix.

Log in to the Nutanix Support Portal to view End of Life Support Information.

Extended Software Support and Extended Hardware Support are two non-standard options which act to extend a standard Support term after the End of Support Life (EOSL) of a hardware platform. When either Extended Software Support or Extended Hardware Support options are purchased, Nutanix will provide the Support Services outlined in the Support Program Guide and the End of Support Life (EOSL) and Product End of Life Policies with the following exceptions and caveats:

• Any Software or firmware released after an End of Maintenance date will not be qualified for interoperability for use with an End of Maintenance hardware platform. Nutanix recommends upgrading to the latest active Release for the End of Maintenance hardware platform throughout the Extended Support term;
• The Nutanix Compatibility and Interoperability Matrix should be checked for supportability prior to any Software Upgrades. New versions of a hypervisor may not work with older versions of Nutanix Software; and
• Where possible, critical security patches and workarounds will be provided after End of Maintenance of a hardware platform.

Extended Hardware Support offering is available on Nutanix-branded hardware platforms only, while Extended Software Support is available on all Nutanix Approved Platforms. Please refer to Portal’s Hardware Platform End of Support Life Information for specific dates on Nutanix Approved Platforms.

Extended Software Support on OEM Appliances is a non-standard option which acts to extend a standard Support term after the End of Support Life (EOSL) of a hardware platform. When the Extended Software Support option on End of Support Life hardware is purchased, Nutanix will provide the Support Services outlined in the Support Program Guide and the End of Support Life (EOSL) and Product End of Life Policies with the following exceptions and caveats: 

• Any Software or firmware released after an End of Maintenance date will not be qualified for interoperability for use with an End of Maintenance hardware platform. Nutanix recommends upgrading to the latest active Release for the End of Maintenance hardware platform throughout the Extended Support term;
• The Nutanix Compatibility and Interoperability Matrix should be checked for supportability prior to any Software Upgrades. New versions of a hypervisor may not work with older versions of Nutanix Software; and
• Where possible, critical security patches and workarounds will be provided after End of Maintenance of a hardware platform.

Extended Support offering for OEMs is available on OEM Appliances only; please refer to Portal’s Hardware Platform End of Support Life Information for specific dates on Nutanix Approved Platforms.

Nutanix has the following policy regarding the use of third party components within Nutanix-branded hardware:

• At the discretion of Nutanix, support and warranty service may be withheld if a software or hardware fault is traced to the use or installation of a component (software and/or hardware) not provided by a Nutanix Support Contract (defined as Third Party)
• At no time will hardware replacement be provided through Nutanix Support on third party components. If a third party hardware component installed on Nutanix-branded hardware is replaced with a Nutanix-branded hardware component, and the fault is determined to have been caused by the installation of such a third party component, Nutanix reserves the right to charge reasonable time and material rates for the service provided
• To assist customers in troubleshooting and isolating an issue involving third party hardware or software, Nutanix may ask that the third party item be removed or uninstalled
• If a product fault is determined not to be related to the use of third party components, then Nutanix will continue to support the customer per our standard support policies

Nutanix does not recommend using third-party hardware maintenance providers as it could create significant delays in receiving support and increase the time to resolve issues.

Nutanix strongly recommends that customers deploy Nutanix software on a compatible hardware platform that is under an active maintenance contract to avoid significant delays or denials in providing support. Without an active hardware maintenance contract:

• The customer relieves Nutanix of any obligation to conform to SLA response targets related to incidents caused by the hardware
• No troubleshooting or root cause analysis will be performed on any hardware
• No firmware updates, enhancements, security patches or bug fixes for the Nutanix-branded hardware will be provided 
• No hardware stocking, logistics or replacements will be provided for Nutanix-branded hardware
• At Nutanix’s sole discretion, Nutanix may deny support, or require the customer to remove the hardware that does not have maintenance to isolate or assist in resolving an issue

Nutanix does not recommend using third-party hardware maintenance providers as it could create significant delays in receiving support and increase the time to resolve issues.

Nutanix software must be deployed on compatible hardware found in the Hardware Compatibility List (HCL).

Hardware Maintenance Summary

* Provided only if an active software support contract is in place

** In the event there is an incident that affects system availability, and upon customer request, Nutanix will provide root cause analysis for Mission Critical Priority 1 support requests

To receive replacement parts for defective material it is necessary to contact Nutanix support. Replacement products and components are shipped to end users and valued added resellers (VARs) based on dispatch instructions generated by Nutanix support personnel. All replacement parts are supplied from field distribution centers. Nutanix products and components that are covered under the terms and conditions of Nutanix’s Limited Warranties (“Covered Products”) and returned to Nutanix must be pre‐authorized by Nutanix with an RMA number marked on the outside of the package, and sent prepaid, insured and packaged appropriately for safe shipment. Only packages with RMA numbers written on the outside of the shipping carton and/or the packing slips and shipping paperwork will be accepted by Nutanix’s receiving department, or its designated repair partner. All other packages will be rejected.

End User Support: Once Nutanix support personnel have determined a replacement part is needed, a replacement will be shipped. The end user will receive a dispatch number which also acts as the RMA number. Nutanix will be responsible for all freight charges for returned Covered Products or components provided Customer uses Nutanix designated carrier.

VAR Support: Once a VAR has determined there is a defective part at one of its customer sites a replacement is provided from its spare part inventory, if available. The VAR then contacts Nutanix support and request a replacement. A replacement product or component will be shipped to the VAR in advance of receiving the defective product. The VAR will receive a dispatch number which also acts as the RMA number. The VAR will be responsible to return the defective product within ten (10) business days and for all freight charges for returned Covered Products.

Non‐compliance: Parts not received by Nutanix, or its designated repair partner within fifteen (15) business days of dispatch will be invoiced to the appropriate party (either the end user or VAR) at Nutanix‘s then current list price.

Entitlement is based on the Support offering purchased by the customer in accordance with the Support Guide and the Support Policies:

• For Nutanix-branded hardware platforms, Nutanix will provide Support for customers with active Software Support and hardware Support contracts
• For non-Nutanix-branded hardware platforms, Nutanix will provide Software Support for customers who have an active Software Support contract on Approved Platforms
• Nutanix strongly recommends an active hardware Support contract for all Approved Platforms to avoid any delays in providing Support

Mixed Support Level Guidelines. When a Nutanix cluster has a Mixed Support Level, the Software Support provided by Nutanix will be at the lowest Support contract within that cluster.  Hardware Support will not change based on the Software Support level applied to a cluster with a Mixed Support level and will continue to be the actual hardware Support contract entitlement for the specific asset with the issue.

A case is closed when you confirm that a resolution has been reached, or if we do not hear from you within two weeks of a request for information, and at least two attempts have been made to contact you during this period. A case may also be closed without final resolution, with acknowledgement and agreement from you.

A case is escalated if your expectations of an issue resolution are not in line with the outlined action plan and timeframes that follow the normal resolution process. You may escalate a support case at any time by contacting your SRE, or asking to speak with the Head of Support for your region. The manager who takes on the escalation then creates a task force consisting of the necessary resources from Technical Services, Engineering, QA, and Product Management and formulates an action plan to address the issue. This action plan is then shared with you, the checkpoint schedule and the milestones determined, and agreement sought on the closure criteria of the escalation. Updates are provided on the progress as agreed upon.

For the purposes of this FAQ, “support” or “supported” means that Nutanix will attempt to resolve any issues with the third party technology not working correctly with Nutanix technology.

See the Compatibility and Interoperability Matrix for AOS versions, models, and hypervisor versions supported.

For Nutanix-branded platforms - The Compatibility and Interoperability Matrix lists the first qualified release in the family. Any subsequent patches released on the qualified versions are not listed on the compatibility page but are immediately supported.

For Non-Nutanix-branded platforms - Once qualification is completed, all qualified releases including patch releases are listed on the Compatibility and Interoperability Matrix. If a release is not listed, contact your hardware vendor for compatibility information.

Nutanix does not support Free vSphere Hypervisor. Nutanix requires that customers deploy a supported hypervisor version on Nutanix systems.

Nutanix Qualifies hypervisor and update releases based on the schedule outlined below.

For hypervisor releases:

• For Major/Minor hypervisor releases (eg ESXi 7.0, Windows Server 2022) the goal is to qualify within 90 days of the software GA release date.
• Nutanix may qualify the latest hypervisor Major/Minor release in conjunction with the latest (or upcoming) AOS release first.
• Nutanix advises customers to wait until any Major/Minor release is qualified by Nutanix prior to deployment.
• Nutanix qualified hypervisors will have a related JSON metadata upgrade file on the Nutanix Support Portal.
• Nutanix may not qualify a hypervisor with newer software and firmware releases once a hypervisor vendor ceases to provide support (i.e. through that vendor's end of support policy or other similar end of life policy).
• If the hypervisor vendor withdraws a release from their web site prior to the 90 days target for Nutanix qualification, Nutanix will stop the qualification process for that particular build and the clock restarts for the previous version listed by the hypervisor vendor (or until a newer release is provided).

For hypervisor updates:

• Update releases (eg. ESXi 7.0 U1, U2) are typically qualified within 90 days of the software GA release date on Nutanix-branded hardware platforms.
• Patch or Express Patch releases are supported immediately on Nutanix-branded hardware platforms. Nutanix does not qualify Patch and Express Patch releases (eg. ESXi 7.0U2a, 7.0U2b).
• Nutanix advises customers to wait until an update is qualified by Nutanix prior to deployment.
• In the event of multiple hypervisor releases occurring rapidly in the same train, Nutanix will officially qualify the 'latest' update only (when released) and restart the qualification for the newest update and reset the 90-day clock.
• Nutanix may qualify the latest update in conjunction with the latest (or upcoming) AOS release first.
• Nutanix supports the ability to patch upgrade hosts with versions that are greater than or released after the Nutanix qualified version, however Nutanix may not have qualified those releases at that time.
• For updates that are made available by the hypervisor vendor that do not have a Nutanix-provided JSON metadata upgrade file (ie. not officially qualified, but supported), manual steps are required to use Prism to upgrade. Refer to the product documentation for details.
• If the hypervisor vendor withdraws a release from their web site prior to the 90 days target for Nutanix qualification, Nutanix will stop the qualification process for that particular build and the clock restarts for the previous version listed by the hypervisor vendor (or until a newer release is provided).

Please contact your hypervisor vendor for any questions regarding their support policies. Nutanix strongly recommends that customers deploy an “in-support” hypervisor version on Nutanix systems.

Nutanix hyperconverged solutions integrate with popular offload capabilities, including VMware API for Array Integration (VAAI) and Microsoft Offloaded Data Transfer (ODX) to create clones in a matter of seconds with minimal overhead.

Support for vStorage API for Data Protection (VADP) and application-level consistent snapshots through Volume Shadow Services (VSS) provide full integration with third-party tools such as Symantec NetBackup, Veeam, Commvault and VMware SRM.

Integration with Commvault IntelliSnap delivers Commvault backup capabilities with enterprise grade storage features from Nutanix for a highly efficient backup solution.

For a list of currently certified backup partners supported by, and certified with, Nutanix AHV and Nutanix Files, see Nutanix Technology Alliance Partners program.

Nutanix product support is delivered primarily in English, and the target response times (see Priority Definitions and Response Times policy) are based on support being provided in English language.

Limited local language support for some Asian and European countries is available, during business hours of those countries. Some of the languages available are: Chinese, Japanese, Korean, Dutch, French, German, Italian, Polish, Portuguese, Spanish and Arabic.

Definitions

Ordered Date/Time = Date/Time that the dispatch is created

Shipped Date = Date that the dispatched part will be shipped per the SLA

Promised Delivery Date = Date that the customer should expect the part to be received per the SLA

Local Time = Time Where the Asset is Located / Installed

Ship/Delivery Table (AMER, EMEA, APAC, LATAM)

The table below represents the timing of when a part and or Field Engineer will ship and arrive at the customer site based on when the dispatch is submitted. In the case of a local holiday the shipment and delivery dates would defer to the next business day. See table below for additional detail.

Ship/Delivery Table (Select countries in the Middle East)

The table varies somewhat to account for the normal business week in some countries in the Middle East (Currently for Nutanix this includes Israel, Saudi Arabia, Bahrain, Qatar, and Kuwait).

FE Service Level Agreement

FE availability is aligned to the parts delivery process and the entitled support level. Unless specifically requested, the target FE arrival time will be in parallel with the physical part.

Mission Critical Support (24x7, 4 hours). FEs can arrive onsite within four hours of when the dispatch is confirmed. The FE will be coordinated with part delivery.

Production support – field engineer (FE) will work onsite between 8:00 AM and 5:00 PM Monday through Friday, excluding local holidays. The FE needs to be scheduled no later than 3:00 PM on the day of service in order to complete the work by 5:00 PM. A dispatch must be created before 3:00 PM local time (i.e. where the asset is located) one business day before the maintenance in order to meet this service level. If multi-day FE events are required, they must be approved and scheduled prior to the initial part shipment.

After hours FE support is available for purchase as an add to Production Support. Once purchased, an FE can arrive after regular business hours. To meet this service level Dispatch requests must be made one day prior to onsite break-fix support.

Should a Field Engineer (FE) be leveraged as part of the support offering an FE will be dispatched to the customer site to perform hardware replacement only. The FE does not perform any hardware or software troubleshooting and relies on the remote SRE to perform any software activities.

Nutanix NRDK support option is available to customers who need to keep your defective hard drives (HDDs or SSDs) that require replacement, in order to comply with data security compliance regulations.

The NRDK program is an optional add-on to existing support packages. The program applies to all existing models of the Nutanix product. Customers are responsible for disposing of the replaced hard disk drives in agreement with their own data security compliance requirements and other applicable laws.

Service terms:

• NRDK option is only available for purchase in conjunction with one of Nutanix’s support programs
• NRDK can be purchased as an optional add-on to one of Nutanix Support programs, and is available for all Nutanix product models.
• NRDK must be purchased on all disks (SSD, HDD, NVMe) in the block configuration.
• NRDK must be purchased at the time of the asset purchase.
• NRDK must be purchased for the same term as the asset purchase.
  

Please note that both NRDK and NRNODE options are required for customers who want to maintain possession of their disks and nodes. 

All issues reported to Nutanix are assigned a priority. The priority will establish a targeted initial response level. Customers should expect to receive an initial analysis of the problem from Nutanix within the indicated time. These targeted response levels are not a guarantee of service within the timeframe.

Definitions of Priority Level and Targeted Initial Response

Nutanix will use the following guidelines to assess issues and provide an initial response in a timely manner based on their priority level:

*Cloud Support Services = NBD

Mixed Support Level Guidelines. When a Nutanix cluster has a Mixed Support Level, the Software Support provided by Nutanix will be at the lowest active Support contract within that cluster. Hardware Support will not change based on the Software Support level applied to a cluster with a Mixed Support level and will continue to be the actual hardware Support contract entitlement for the specific asset with the issue

From time to time, we may add features and request feedback on their utility and design. Designating them as “Technical Previews” or "Early Access" in product documentation indicates that we may modify or remove them without official deprecation notices. You can use them at your own risk. You may provide feedback through your account team representative if you use them successfully or otherwise.

Support for these features is delivered through Account and Product Management teams with the following caveat:

• Experimental features of a release should not be deployed in a production environment. Nutanix is not responsible for loss of any data or instability of the system caused by using these features in a production environment.

The Summary dashboards for both Insights and Smart Support is a personalized view within the award-winning Nutanix Support Portal, available to customers with active Mission Critical or Production Support agreements. It provides an at-a-glance summary of your installed Nutanix assets and support requests, bringing improved Insights and convenience to your Nutanix experience.

Insights (requires Nutanix Pulse enabled on one or more clusters)

• Summary view of your entire install base.  
• Single pane-of-glass metrics across your install base
• Actionable Discoveries and Remote Diagnostics

Smart Support

• Open cases and escalations overview.
• Locations of all installed Nutanix assets and status of contracts
• Current status and past history of component parts dispatches
• And more

To access Insights, log in to the Support Portal, click on your profile menu in the top right corner, and select Smart Support or Assets in the list.

• DOA is defined as a hardware product that fails at initial power-up or shows manufacturing errors 
• Physical damage as a result from shipping is not covered under DOA and needs to be raised to the carrier and supplier
• The DOA process is separate from any warranty program
• DOA must be claimed within 90 days of shipment
• Customers must check the physical integrity of the shipment immediately after delivery
• Products must have been purchased from Nutanix, directly or from one of the authorized channel partners and must have a valid support contract
• Standard lead-time to receive the replacement product applies. Replacements are shipped directly from the contract manufacturer via the distributor
• As part of the DOA process only the full block can be replaced, not individual parts

DOA request process

1. The customer must open a case with Nutanix Support and provide the serial number of the asset
2. Nutanix Support will determine if the product is DOA and eligible for replacement
3. Customer will be asked to work with their supplier to arrange the replacement with the distributor
4. The distributor will handle the replacement directly

• Missing or incorrect parts are defined as parts which were ordered, however not, or incorrectly delivered
• This process is separate from the DOA or any warranty program
• Missing or incorrect parts must be claimed within 90 days of shipment
• Customers are expected to check integrity of the shipment immediately after delivery
• Products must have been purchased from Nutanix, directly or from one of the authorized channel partners and must have a valid support contract
• Standard lead-time to receive the replacement product applies. Replacements are shipped directly from the contract manufacturer via the distributor

Missing or incorrect parts request process

1. Customers should work with their partner to arrange the replacement with the distributor. Nutanix Support involvement is not required for missing or incorrect part replacements
2. The distributor will handle the replacement directly

For the purposes of the following FAQ, “support” or “supported” means support for the version(s) of the Nutanix Software that fall within our Upgrade/Update releases and Support obligations.

The Nutanix Kubernetes Engine (NKE) support policy applies to the following product components:

• NKE-deployed Kubernetes clusters
• Node OS
• Add-on components
• Airgap VM

Note:

• Applications or components that are not installed by NKE are not supported by Nutanix
• To view the supported NKE versions, see the NKE End of Life Information

NKE-deployed Kubernetes clusters

NKE deploys Kubernetes clusters according to Nutanix best practices. Nutanix requires that customers run Kubernetes clusters in accordance with the standard configuration deployed by NKE. Nutanix does not support modified versions of the Kubernetes cluster configuration parameters (for example, Kubelet). 

Customers can upgrade NKE-managed Kubernetes clusters using documented methods. For more details, see the product documentation.

Which Kubernetes Versions are Supported with NKE?

Commencing from NKE version 2.3.0, NKE will qualify and support Kubernetes version N up to and including N-3 (N, N-1, N-2, N-3), where N is the latest Kubernetes release supported by Nutanix Kubernetes Engine.

See the respective NKE release notes for compatible Kubernetes versions.

For Kubernetes releases:

• Nutanix will maintain a Service Level Objective to qualify Kubernetes releases within 90 days of the respective GA release date
• The latest Kubernetes release may not be qualified in conjunction with the latest (or upcoming) NKE release
• In the event of multiple Kubernetes releases occurring rapidly in the same train, the qualified release will be chosen based on the stability of the latest release
• Commencing with NKE 2.3.0, NKE releases will be available to upgrade using LCM, NKE managed Kubernetes clusters must be running a NKE supported Kubernetes version
• NKE managed Kubernetes clusters must be upgraded via upgrade methods provided by Nutanix

Node OS 

NKE is shipped with a Node OS that is used for the Kubernetes cluster deployment. The Node OS contains all the packages, components, and configuration files required by NKE and that are qualified and supported by Nutanix. Additionally, a customer may use a third-party solution or version that is validated by Nutanix as interoperable (“Nutanix Ready”).  A list of these solutions and versions is available in the Partner Software Compatibility and Interoperability Matrix. 

Node OS upgrades of NKE-managed Kubernetes clusters must be upgraded via upgrade methods provided by NKE. For more information, see the product documentation. 

Add-on components

NKE installs and configures the following add-on components:

• CoreDNS
• Fluentbit
• CNI
• Nutanix CSI
• Prometheus Operator
• Prometheus system instance
• Elasticsearch and Kibana (Optional)

These components are deployed according to tested configuration best practices defined by Nutanix. Nutanix does not support any upgrade, removal, or modification to these configurations.  Disabling NKE add-on components for NKE-managed Kubernetes clusters must be performed using documented methods provided by Nutanix. For example, to disable Elasticsearch and Kibana, follow the procedure described in the product documentation.

Airgap VM

NKE uses an Airgap VM to host the artifacts required for a darksite (no internet access) environment. The Airgap VM is deployed according to tested configuration best practices defined by Nutanix. Nutanix does not support any update, removal, or modification to the configuration of the Airgap VM. 

All NVIDIA GPUs and Drivers currently supported on AHV can be found on the Compatibility and Interoperability Matrix for NVIDIA GPUs. This matrix provides compatibility data for Nutanix software products (AOS/AHV) only.

For more information on NVIDIA GPUs and their compatible Host and Guest Driver versions, please visit NVIDIA's vGPU Driver Documentation. Compatibility information for Nutanix AHV can be found under the 'Linux with KVM' section for the desired driver release notes.

Nested virtualization is only supported on AHV for 2 tested and qualified Microsoft Windows features:

• Credential Guard
• WSL2 (“Windows Subsystem for Linux 2”).

These scenarios allow for nested virtualization on AHV to run a Hypervisor in a User Virtual Machine (UVM) on top of the AHV Hypervisor. The hosted Hypervisor UVM has the ability to further run and manage UVMs (“nested” UVMs). Hardware and software support is required to allow for nested virtualization.

At this time, no other nested virtualization use-cases are qualified for support on AHV.

The Nutanix Ready program facilitates the testing and qualification of third party software and hardware vendor solutions to certify they are compatible with, and supported on, the Nutanix AHV Hypervisor. If you are interested in a 3rd party software or hardware vendor who is not already Nutanix Ready, please contact your Nutanix Account Executive to inquire about the possibility of a Nutanix Ready partner request.

This FAQ explains Nutanix’s approach to validating support for guest operating systems running on AHV and support for Nutanix Guest Tools. The listings for the supported guest operating systems can be found on the Nutanix Portal (Guest OS Support, Nutanix Guest Tools Support).

Nutanix classifies guests into four different categories. These categories are:

• Supported: Fully supported by Nutanix with ongoing regression testing and validation.

• Legacy Support: May not be supported by the operating system vendor, but still validated on AHV/AOS to enable customers to move to newer operating systems. Operating systems without VirtIO support may also be listed with Legacy Support as they may require the use of legacy hardware.

• Deprecated: Listed in the compatibility matrix for some versions, but support is planned to be removed in the next AHV/AOS release.

• Unsupported: Not listed in the compatibility matrix for that AHV/AOS release.

Please contact your guest OS vendor for any questions regarding their support policies. Nutanix strongly recommends that customers only deploy guest OS versions which are supported by the guest OS vendor on Nutanix systems.

Guest OS Support Policy

The Guest OS support matrix displays the compatible operating systems available for each Nutanix AOS software version family.

Guest OSes listed in this matrix have been validated for functionality related to the virtualization environment including the types of hardware exposed and support for infrastructure functionality such as support for different methods for booting or VM hotplug. Details of the validated components and functionality are included in the matrix. Nutanix does not perform comprehensive validation of all operating system features.

Once a guest OS is validated and listed as supported, Nutanix endeavors to continue validation of the major version of that operating system such that subsequent minor and patch releases to the same Nutanix AOS release family carry forward support for any compatible OSes listed. This validation continues until the guest OS major version is deprecated by Nutanix. Note that guest operating system patches and errata releases are not guaranteed to be validated for ongoing compatibility.

This matrix lists only the major Guest OS release versions qualified and supported by Nutanix. Nutanix also supports the following version types not listed in the matrix:

• Minor/Maintenance/patch versions for the corresponding major version of the AHV Guest OS. For example, support for Red Hat Enterprise Linux 8 implies support for RHEL 8.5 and RHEL 8.5.version, where version is the vendor's maintenance or patch version of RHEL 8.5.

• Different build versions of the same qualified Guest OS major/minor release version. For example, support for Microsoft Windows Server 2022 implies support for all Microsoft Windows Server 2022 builds.

Operating system edition variants are not detailed in this matrix. E.g. Datacenter Edition, Standard Edition. Differences in feature support across different editions of the same operating system can result in feature-level compatibility differences. Consult your operating system documentation for detailed feature support information.

Nutanix provides VirtIO drivers for any version of Microsoft Windows which is listed as supported. Many Linux operating systems, such as Red Hat Enterprise Linux, contain the VirtIO drivers and these are used for validation where they are provided. VirtIO drivers for other operating systems must be provided by the operating system vendor.

Nutanix endeavors to list support for new versions of commonly used guest operating systems after the guest operating system has been made generally available. Infrequently used operating systems may be certified on-demand only.

Nutanix Guest Tools Support Policy

The Nutanix Guest Tools Support matrix displays the compatible operating systems available for each Nutanix AOS software version family.

Once a guest OS is validated and listed as supported, Nutanix endeavors to continue validation of the specific version of that operating system such that subsequent minor and patch releases to the same Nutanix AOS release family carry forward support for any compatible OSes listed. This validation continues until the guest OS version is deprecated by Nutanix. Note that Nutanix Guest Tools have explicit dependencies within the guest, and only the listed patch releases are validated for ongoing support.

This matrix lists the major and minor Guest OS release versions qualified and supported by Nutanix. Nutanix also supports the following version types not listed in the matrix:

• Different build versions of the same qualified Guest OS major/minor release version. For example, support for Microsoft Windows Server 2022 implies support for all Microsoft Windows Server 2022 builds.

Where there are known differences in support for operating system edition variants, they are listed in this matrix as a note. There may be additional differences in feature support across different editions of the same operating system which are not documented in this matrix with a note and can result in feature-level compatibility differences. Consult your operating system documentation for detailed feature support information.

Nutanix Guest Tools have explicit dependencies within the guest and may require product changes to support new guest operating system versions. As such, there may be an additional period of time required for Nutanix to add support for newly released guest operating systems, and some validations may only be possible on newer releases of NGT or AOS. Nutanix endeavors to list support for new versions of commonly used guest operating systems after the guest operating system has been made generally available. Infrequently used operating systems may be certified on-demand only.

AHV Hardware Validation Programs

Nutanix certifies new major AHV versions using hardware validation programs for commonly used guest operating systems where they exist. This validation ensures full end-to-end support for the covered guest operating systems by Nutanix and the guest operating system vendor. This includes:

• Microsoft’s Server Virtualization Validation Program (SVVP), with listings on Windows Server Catalog.

• Red Hat’s  Hardware Certification Program, with listings on Red Hat's Hardware Catalog. 

• Some operating system vendors do not have hardware validation programs and may still offer full end-to-end support.

Who are the CSA Licensing and Portal Team in Nutanix?

The CSA (Customer Service Advocate) team is a customer-facing team that can help customers experiencing license and Nutanix Support portal issues or requiring related support.

Working Hours: Mon-Fri 24/5 (No Weekend Coverage)

Scope and Responsibilities

The CSA team can help with the following licensing and Nutanix Support portal issues and workflows:

• Help with Licensing:

  • Applying purchased and provisioned licenses
  • License conversion error (P1.0 to P2.0)
  • Reclaiming licenses
  • 3-step licensing and Seamless Licensing
    

• Help with the Nutanix Support Portal:

  • Portal account registration and password resets
  • Setting or resetting multi-factor authentication (MFA)
  • Setting role-based access control (RBAC) for the portal
  • Linking customer’s accounts and sub-accounts
  • WEEE (The Waste Electrical and Electronic Equipment Directive)

Contacting Nutanix Account and Sales Teams

The CSA and Nutanix Support portal team cannot help with the following items. For help with these items, please contact your Nutanix Account and Sales Teams. They will work with the respective internal team to help resolve your issue.

• Licensing inventory audit/check
• Asset/License Transfer and Account Merge
• Licensing data discrepancy
• Creating a new account page in Nutanix’s CRM tool for the customer
• Asset-related data issues
• Expired Assets, Contracts and Licenses
• XLAB (labs for Nutanix partners) or Proof-of-concept (POC) licenses

For non-Support portal issues, please refer to the following contacts:

• Nutanix University and Education portal issues: please email education@nutanix.com
• Partner portal-related issues: please email partnerhelp@nutanix.com

How to contact the Customer Service Advocate Team

Create a case on the Support Portal for each issue you are experiencing. See Creating a Case in Support Portal Help.

Use Non-technical or Licensing as a type and try to provide a CSF (Cluster Summary File) and a screenshot of the error message. For instructions on how to download a CSF, see Steps 1 and 2 in Manually Licensing a Cluster (Internet Connected) in the License Manager Guide.

Note: CSA and CSR (Customer Success Representative) are two different teams.

• CSA handles Non-technical issues - License and Portal
• CSR handles Hardware/Software Support Contracts and License Renewals

Nutanix has included the hardware manufacturer’s model-specific operating conditions for Nutanix-branded hardware platforms within the respective Systems Specifications documentation available in the Support Portal. 

Nutanix-branded hardware platforms are required to be operated within the hardware manufacturer’s specifications, including but not limited to temperature, humidity and air-quality specifications. Knowingly operating outside of the hardware manufacturer’s specified operating conditions may result in Nutanix denying hardware support.

Other standard specifications across the Nutanix-branded hardware platform range are documented in the Rack Mounting Considerations document and include power, earthing and air-quality specifications.

For the purposes of the following FAQ, “support” or “supported” means support for the version(s) of the Nutanix Software that fall within our Upgrade/Update releases and Support obligations.

The Nutanix Kubernetes®  Platform (NKP) support policy applies to the following product components:

• NKP-deployed Kubernetes clusters (management and workload clusters)
• Node OS
• Third-party applications

Note:

• Applications or components that are not installed by NKP are not supported by Nutanix
• To view the supported NKP versions, see the End of Life Policy on the Nutanix Support Policies and FAQ page

NKP-deployed Kubernetes clusters

NKP deploys Kubernetes clusters according to Nutanix best practices. Nutanix requires that customers run Kubernetes clusters in accordance with the standard configuration deployed by NKP. Nutanix does not support modified versions of the Kubernetes cluster configuration parameters (for example, Kubelet). 

Customers can upgrade NKP-managed Kubernetes clusters using documented methods. For more details, see the product documentation.

Which Kubernetes Versions are Supported with NKP?

Nutanix Kubernetes Platform (NKP) follows a lifecycle support policy designed to keep up with and provide enterprise level support for the fast-moving Kubernetes project open source releases. 

See the respective NKP release notes for compatible Kubernetes versions.

For Kubernetes releases:

• Nutanix has a goal to qualify Kubernetes releases within 90 days of the software GA release date.
• The latest Kubernetes release may not be qualified in conjunction with the latest (or upcoming) NKP release
• In the event of multiple Kubernetes releases occurring rapidly in the same train, the qualified release will be chosen based on the stability of the latest release
• NKP managed Kubernetes clusters must be upgraded via upgrade methods provided by Nutanix

Node OS 

NKP is shipped with a Node OS that is used for the Kubernetes cluster deployment. The Node OS contains all the packages, components, and configuration files required by NKP and that are qualified and supported by Nutanix.  Node OS upgrades of NKP-managed Kubernetes clusters must be upgraded via upgrade methods provided by NKP. For more information, see the product documentation. 

Other Operating Systems

NKP Pro and Ultimate customers can create OS images with any supported operating system. Please contact your OS vendor for questions regarding support of those operating systems.

Third party integrations

NKP includes integrations with the third party applications. These third party applications are optional to use, and some may be installed by default. For the applications not installed by default, you can install them post-deployment using the UI or pre-deployment using a configuration file. 

For the purposes of the following FAQ, “support” or “supported” means support for the version(s) of the Nutanix Software that fall within our Upgrade/Update releases and Support obligations.

The Nutanix Enterprise AI (NAI) support policies applies to the following product components: 

• The NAI product and functionality
• NAI deployment from the Nutanix HELM chart and container artifacts (images)
• Dark site (no internet access) installation bundle

Note: 

• Refer to the Nutanix Kubernetes Platform (NKP) Support Policy for details about this product

Support Boundaries

Large Language Models (LLMs): Nutanix does not provide support for LLMs from partner integrations. Please refer to the vendor or organization that created the LLM for support.

NAI Scripting and Automation: Nutanix does not provide support for scripting or automation related to non-Nutanix Integrated AI.

Non-Nutanix-branded hardware Platforms: Configuration or usage support for non-Nutanix-branded hardware platforms, such as Cloud Infrastructure as a Service (IaaS) or bare metal servers, is not provided by Nutanix.

Third-Party AI Applications: Nutanix does not support AI applications that are deployed from partners or developed by customers.

Which Kubernetes Versions are Supported with NAI? 

Nutanix Enterprise AI (NAI) can be deployed on Kubernetes deployed with Nutanix Kubernetes Platform (NKP), on Cloud Infrastructure-as-service platforms, or bare metal platforms with pre-installed Kubernetes. 

See the respective NAI release notes for the compatible Kubernetes versions. 

Third Party Integrations

NAI includes partnerships with third party applications. These third party applications are optional to use. Please refer to the third-party vendor for support with these applications.