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.
Production Support
Entitles customers to 24-hour, priority call and case handling and next business day on-site service.
Mission Critical Support
Accelerates responsiveness, provides direct access to senior-level engineers, and up to 4-hour on-site service.
Compare Product Support Programs
Software Support
| Production Support | Mission Critical Support | |
|---|---|---|
| Technical Support | 24x7x365 | 24x7x365 |
Priority 1 |
1 hour | 30 minutes |
Priority 2 |
4 hours | 2 hours |
Priority 3 |
8 hours | 4 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 | 6 | Unlimited |
** 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
Cloud Services Support
| Community Support | Production Support | |
|---|---|---|
| Technical Support | next.nutanix.com | 24x7x365 |
| Target Response Times | ||
| Priority 1 | NA | 1 hour |
| Priority 2 | NA | 4 hours |
| Priority 3 | NA | NBD |
| Priority 4 | NA | Within the next two business days |
| Direct Routing to Senior-Level Engineers | next.nutanix.com | |
| Contract Term | Free Trial Period | Monthly, Annual or Multi-year |
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.
HARDWARE SUPPORT FOR NUTANIX NX
Customers that select Nutanix NX hardware also benefit from a choice of hardware support engagement models:
| Production Support | Mission Critical Support | |
|---|---|---|
Hardware Replacement: Duration of parts arrival on-site after diagnosis |
NBD (8AM-5PM) * |
4-hour parts replacement** |
Field Engineering for Parts Replacement |
NBD (8AM-5PM)*** |
* The full description of NBD delivery by region can be found at https://www.nutanix.com/support-services/product-support/support-policies-and-faqs
** 4-hour arrival guarantee not available in all locations
*** After hours is available for purchase as an add-on to Production Support. Details: https://www.nutanix.com/support-services/product-support/support-policies-and-faqs
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.
U.S. Federal Production Support
Entitles customers to 24-hour, priority call and case handling and next business day on-site service.
U.S. Federal Mission Critical Support
Accelerates responsiveness, provides direct access to senior-level engineers, and up to 4-hour on-site service.
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.
