| 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.
*Full Description of NBD by region can be found at Support Policies and FAQs
**4-hour replacement guarantee not available in all locations
***In the event there is an incident that affects system availability, and upon customer request, Nutanix will provide root cause analysis for Priority 1 support requests
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.
