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Federal Support

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U.S. Federal Software Support

 U.S. Federal Mission Critical SupportU.S. Federal Production Support
Technical Support24x7x36524x7x365
Target Response Time
  
Priority 130 minutes1 hour
Priority 22 hours4 hours
Priority 34 hours8 hours
Priority 4Within 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 ContractUnlimited6

 

**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

 U.S. Federal Mission Critical SupportU.S. Federal Production Support
Hardware Parts Replacement4-hours**Next Business Day Delivery (NBD) with After Hours FE*Next Business Day*
Field Engineering for Parts Replacement24x724x7Business hours**

 

*Availability may vary by location

**The conditions of Parts Replacement and Field Engineering can be found in our Support Policies and FAQs

 U.S. Federal Mission Critical SupportU.S. Federal Production Support
Technical Support24x7x36524x7x365
Target Response Time
  
Priority 130 minutes1 hour
Priority 22 hours4 hours
Priority 34 hoursNBD
Priority 4Within the next two business days
Software Support: Major & minor maintenance, patch releases, upgrades  
Direct Routing to Senior-Level Engineers  
Contract TermMonthly, Annual or Multi-yearMonthly, 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.

*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