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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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Entitlement is based on the support offering (Production or Mission Critical) 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 support contract for the hardware asset (NX appliances) and software asset (Software Only licenses).

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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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 Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. Nutanix does not support Free vSphere Hypervisor or Microsoft Hyper-V Server 2016.

For hypervisor releases:

  • For Major/Minor hypervisor releases (eg ESXi 6.5, Windows Server 2016 Build 14393) 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 for one-click upgrade through the Prism web console Software Upgrade feature.

For hypervisor updates:

  • Update/patch Releases (eg. ESXi 6.5a, 6.5d, Windows Server 2016 Build 14393) are supported immediately with the goal to have the latest update qualified within 45 days of the update release date.

  • 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 45-day clock.

  • Nutanix may qualify the latest update in conjunction with the latest (or upcoming) AOS release first.

  • One-click hypervisor upgrade JSON files only include the qualified versions.

  • Nutanix supports the ability to patch upgrade hosts with versions that are greater than or released after the Nutanix qualified version, but 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), obtain the offline bundle and md5sum checksum available from the hypervisor vendor, then use the Prism web console Software Upgrade feature to upgrade.

  • If the hypervisor vendor withdraws a release from their web site prior to the 45 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).

  • If the hypervisor vendor releases a newer update within 45 days of the previous update for Nutanix qualification, Nutanix will stop the qualification process for that previous build and the clock restarts for the new version.

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 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.

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 in accordance with their purchased service entitlement

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

  • Production support – FE will arrive on-site between 8AM and 5PM, Monday to Friday*, with the exception of local holidays. The call must be dispatched before 3PM local time to meet this service level. If multi-day FE events are required, they must be approved and scheduled prior to the initial part shipment

* Sunday-Thursday where applicable

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 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:

  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.

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.
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