nutanix

Support FAQs

Find answers to frequently asked questions about Nutanix Support Programs

How is entitlement to support managed when contacting Nutanix?

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Nutanix uses a block serial number to check entitlement. Entitlement is based on the support offering purchased by the customer and drives the SLA and hours of support (24/7 or 8/5). Nutanix will not provide support if the customer does not have a valid entitlement.

How do I close a support case?

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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.

How do I escalate a support case?

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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.

Which non-Acropolis hypervisors are supported?

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See the Nutanix Field Installation Guide for supported AOS versions, models supported, and hypervisor versions supported. Nutanix does not support Free ESXi (vSphere Hypervisor).

For vSphere releases:

  • For Major/Minor vSphere releases (5.0, 5.1, 5.5), our goal is to Support and QA qualify within 90 days of the software GA release date.

  • Update vSphere/Patch Releases are Supported immediately and our goal is to have them QA qualified within 45 days of the Update GA release date.

For updates:

  • Stating that E51U2 implies E51U1 and E51 are also supported.

  • Stating that E50U3 implies E50U2, E50U1 and E50 are also supported.

For Hyper-V releases:

  • Nutanix has the goal to qualify and support Microsoft Major and Minor Releases within 90 days of their GA date.

  • Nutanix has the goal to qualify update releases within 45 days of their GA date.

  • Microsoft patch releases are supported immediately. Customer issues will be handled through the standard support process. If Nutanix uncovers issues with the patch release, customers will be notified via field advisories.

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.

What local languages are supported?

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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.

When can I expect a replacement part or field engineer to arrive?

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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

 

Ship/Delivery Table (EMEA, APAC, LATAM)

The table below represents the timing of when a part will ship based on the dispatch is submitted. In the case of a local holiday the shipment and delivery dates would defer to the next business day.

Date Dispatch SubmittedShip DatePromised Delivery Date
Monday (Before 3 PM Local Time)Ship DateMondayPromised Delivery DateTuesday
Monday (After 3 PM Local Time)Ship DateTuesdayPromised Delivery DateWednesday
Tuesday (Before 3 PM Local Time)Ship DateTuesdayPromised Delivery DateWednesday
Tuesday (After 3 PM Local Time)Ship DateWednesdayPromised Delivery DateThursday
Wednesday (Before 3 PM Local Time)Ship DateWednesdayPromised Delivery DateThursday
Wednesday (After 3 PM Local Time)Ship DateThursdayPromised Delivery DateFriday
Thursday (Before 3 PM Local Time)Ship DateThursdayPromised Delivery DateFriday
Thursday (After 3 PM Local Time)Ship DateFridayPromised Delivery DateMonday
Friday (Before 3 PM Local Time)Ship DateFridayPromised Delivery DateMonday
Friday (After 3 PM Local Time)Ship DateMondayPromised Delivery DateTuesday
SaturdayShip DateMondayPromised Delivery DateTuesday
SundayShip DateMondayPromised Delivery DateTuesday

 

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, United Arab Emirates, Saudi Arabia, Bahrain, Qatar, and Kuwait).

Date Dispatch SubmittedShip DatePromised Delivery Date
Monday (Before 3 PM Local Time)Ship DateMondayPromised Delivery DateTuesday
Monday (After 3 PM Local Time)Ship DateTuesdayPromised Delivery DateWednesday
Tuesday (Before 3 PM Local Time)Ship DateTuesdayPromised Delivery DateWednesday
Tuesday (After 3 PM Local Time)Ship DateWednesdayPromised Delivery DateThursday
Wednesday (Before 3 PM Local Time)Ship DateWednesdayPromised Delivery DateThursday
Wednesday (After 3 PM Local Time)Ship DateThursdayPromised Delivery DateFriday
Thursday (Before 3 PM Local Time)Ship DateThursdayPromised Delivery DateFriday
Thursday (After 3 PM Local Time)Ship DateSundayPromised Delivery DateMonday
FridayShip DateSundayPromised Delivery DateMonday
SaturdayShip DateSundayPromised Delivery DateMonday
Sunday (Before 3 PM Local Time)Ship DateSundayPromised Delivery DateMonday
Sunday (Afer 3 PM Local Time)Ship DateMondayPromised Delivery DateTuesday

 

FE Service Level Agreement

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

  • In general, FEs are available 24×7 to align with the demands and maintenance windows of our distributed customer base

  • FEs can support 4hr on-site for customers that have purchased Mission Critical (24×7,4hr) support contacts

  • If multi-day FE events are required, they must be approved and scheduled prior to the initial part shipment

What are the service terms for the Nutanix Non-Returnable Hard Disk Drive (NRDK) support option?

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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 can be purchased as an optional add-on to one of Nutanix Support program, and is available for all Nutanix product models

  • NRDK must be purchased per node

What are the support Priority Definitions and Response Times?

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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:

Priority LevelDescriptionTargeted Initial Response Level
P1DescriptionEmergency. System is not available and productivity has been halted. Product is unusable in its current state. All data corruption issues are assigned this priority level.Targeted Initial Response LevelWithin 1 hour (30 minutes for Mission Critical Support Program)***P1 cases must be submitted by Telephone for this targeted initial response level.
P2DescriptionCritical. System is available but experiencing issues that have a direct impact on productivity. Major inconvenience.Targeted Initial Response LevelWithin 4 hours (2 hours for Mission Critical Support Program)
P3DescriptionNormal. System is having an occasional issue that has been identified as needing to be resolved, but the issue has not greatly affected productivity. Minor inconvenience.Targeted Initial Response LevelBy next business day (4 hours for Mission Critical Support Program)
P4DescriptionLow. Questions about documentation, processes, or procedures. General requests about information.Targeted Initial Response LevelBy next two business days
RFEDescriptionRequests for Enhancements. Feature requests for the product that would improve the experience or functionality for the customer.Targeted Initial Response LevelWithin 2 weeks

How is support provided during Technical Previews?

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From time to time, we may add features and request feedback on their utility and design. Designating them as “Technical Previews” 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 a support case if you use them successfully or otherwise.

Support for these features is delivered through the same touch points as normal channels with the following caveats:

  1. 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.

  2. All support requests against experimental features will be treated as normal or low priority, and treated as such.

What is the Third Party Hardware or Software support policy?

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Nutanix Worldwide Support will assist customers in problem analysis to determine whether or not the technical issue is related to third-party hardware or software. In order to isolate the issue, Nutanix may ask that the third-party hardware or software be removed in order to isolate the issue.

Nutanix is a Premium member of an umbrella organization of a multi-vendor support community called TSANet. In case of an issue lying in the gray area between Nutanix and another vendor, Nutanix can leverage TSANet to bring the vendors together for complex troubleshooting. In these cases, Nutanix will need to utilize the customer’s current support contract with the other vendor(s) to open a case with the vendor.

For customers that may be running on an unsupported configuration, or if the other vendor is not part of TSANet, Nutanix may ask the customer to open a case with the other vendor directly.

How are Software Upgrades and Updates defined?

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  • Nutanix releases are versioned using four digits in the format X.Y.Z.n.

  • Major Release: The number in the “X” position identifies a Major Release. A new Major Release will be represented as X.0. This release has a large feature payload, and a number of bug fixes.

  • Minor Release: The number in the “Y” position identifies a Minor Release. A new Minor Release will be represented as X.Y. This release has a nominal feature payload, and a number of bug fixes.

  • Maintenance Release: The “Z” position indicates a Maintenance Release. A new Maintenance Release will be represented as X.Y.Z, and has a number of bug fixes, but no new features.

  • Patch Release: The “n” position indicates a patch release. A Patch Release typically has a single bug fix, and limited distribution.

  • Software Release Cadence:

    • Major Releases or Minor Releases are typically made available every three to six months.

    • Maintenance Releases for the latest Major Release or Minor Release are typically made available every six to twelve weeks.

    • Patch Releases are made available on an as-needed basis.

  • General Availability for a Major or Minor Release: This tag signifies that the release has been deployed in several customer production networks and early adoption issues if any have been resolved. This tag also implies that there are no known, outstanding show stopper issues reported from the field. Nutanix encourages adoption of these releases on large scale production networks.

  • Terminal Minor Release: This is the last Minor Release for a Major Release version.

  • Terminal Maintenance Release: This is the last Maintenance Release for a Minor Release version.

  • These releases go through the normal 18 + 6-month patch, maintenance support process.

What is My Dashboard and how does it help me?

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My Dashboard 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.

Gain insight into:

  • Open cases and any escalations

  • Locations of all installed Nutanix assets and status of contracts

  • Any Pulse diagnostic alerts within the last 48 hours globally

  • Current status and past history of component parts dispatches

  • And more

To access My Dashboard, log in to the Support Portal, click on your profile menu in the top right corner, and select My Dashboard in the list.

See the Support Policies for information on EOL policies and more.