nutanix

Support Policies

Software End Of Life (EOL) Policy, Nutanix Versioning & Compatibility Matrix

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We are committed to providing high quality, supportable products to our customers. Rapidly changing technologies drive the need to introduce new products and integrations, and to retire older products. To this end, we provide an End of Life (EOL) Policy so that our customers and partners understand our product release and support cycles and how these relate to hardware compatibility for hardware platforms on our Hardware Compatibility List. This EOL Policy only pertains to customers with an active, valid support contract (“Support”).  All capitalized terms shall have the meaning ascribed to them in Exhibit A, “Definitions”.

  1. Software Version Number. Software versions are designated, in Nutanix’s sole discretion, using the following format: “X.Y.Z.n (LTS)”

    • “X” defines the Major Release version number

    • “Y” defines the Minor Release version number

    • “Z” defines the Maintenance Release version number

    • “n” defines the Patch Release version number

    • The abbreviation “LTS” designates whether the version release is a Long Term Support Release

  2. Software EOL Policy

    • Overview. Nutanix develops its software products using two separate tracks, Long Term Support Releases (LTS) and Short Term Support Releases (STS).

    • LTS Release EOL and release cycle.

      • Each LTS Release is Maintained for 12 months after the Release Date for the next Release that is an Upgrade.

      • At the end of the Maintenance period, each LTS Release will then receive Troubleshooting for the subsequent six (6) months.

      • For example, if Nutanix releases AOS 5.5 (LTS) on December 1, 2017 and AOS 5.6 on April 1, 2018 then AOS 5.5 will be Maintained until April 1, 2019 and Troubleshooting for AOS 5.5 will be available until October 1, 2019.

    • STS Release EOL and release cycle. Each STS Release shall receive Troubleshooting for three (3) months from the Release Date of the next Release that is an Upgrade.

    • Updates will not be designated as either an LTS Release or a STS Release. When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.

  3. Anticipated Software Release Cadence.

    • Upgrades are typically made available every three (3) months for STS Releases and every twelve (12) months for LTS Releases.

    • Updates are typically made available every four to six weeks.

    • In addition, Updates that only consist of Patch Releases are made available on an as-needed basis.

  4. Hardware Compatibility Guidelines. Compatible hardware platforms (“Approved Platforms”) are listed on Nutanix’s Hardware Compatibility List (“HCL”) which can be found here .  Approved Platforms listed on the HCL are specific with regard to the version of such platform as well as for the components included therein.  For Approved Platforms the following guidance applies:

    • Nutanix will periodically place platforms on the HCL to be “Approved Platforms”

    • As of the date that a platform becomes an Approved Platform, Nutanix agrees that it shall provide LTS Releases that are compatible with that Approved Platform for the next five (5) years (including backward compatibility). The preceding sentence assumes that the customer has installed all LTS Releases that are Upgrades during the term of Support.

    • Nutanix’s commitments under this EOL Policy only apply as long as the manufacturer of the Approved Platform has not “end of lifed” or discontinued support for the Approved Platform.


EXHIBIT A

DEFINITIONS FOR EOL POLICY

Documentation means any on-line read me, help files, manuals or other explanatory materials describing the features, functionalities and the specifications of the Software as provided by Nutanix.

Error means any reproducible failure of the Software to perform any material function as set forth in the Documentation.

Long Term Support (LTS) Release means a Software release that Nutanix commits to maintain and support for longer than other releases, to provide greater stability to customers who have longer new feature adoption cycles.  An LTS release will be designated “LTS” as part of the Software version number.  Any release that is not designated as LTS will be deemed to be a STS Release.

Maintenance Release.  The number in the “Z” position in the Software version number indicates a Nutanix Software release as a Maintenance Release. A new Maintenance Release has a number of bug fixes and generally does not include new features.

Maintained means that Nutanix will provide Updates that have workarounds and bug fixes for Errors but will not provide Upgrades.

Major Release.  The number in the “X” position in the Software version number identifies a Nutanix Software release as a Major Release. A new Major Release has a large feature payload and a number of bug fixes.

Minor Release. The number in the “Y” position in the Software version number identifies a Nutanix Software release as a Minor Release. A new Minor Release has a nominal feature payload and a number of bug fixes.

Short Term Support (STS) Release means a Software release that is Maintained for three months after initial release and will receive Troubleshooting for six months after initial release.

Patch Release. The “n” position in the Software version number identifies a Software release as Patch Release. A Patch Release typically has a smaller number of bug fixes than a Maintenance Release. Nutanix may limit the distribution of some Patch Releases.

Release means either an LTS Release or a STS Release.

Release Date means the date a new Upgrade is generally made available.

Software means any Nutanix software licensed to customers as for commercial purposes.

Troubleshooting refers to Nutanix Support consisting of phone support and if necessary, the provision of Patch Releases primarily for security purposes.

Update means either a Maintenance Release or a Patch Release.

Upgrade means either a Minor Release or a Major Release.


Log in to the Nutanix Support Portal to view the Hardware and Software Versioning Compatibility Matrix.

Log in to the Nutanix Support Portal to view End of Life Information https://portal.nutanix.com/#/page/static/endOfLife

Extended Support Policy

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Extended Support is an extraordinary product which extends the standard Support term from a maximum of 5 years to 7 years. If Extended Support is offered and purchased by a customer then Nutanix will provide a subset of the services outlined in the standard Support Guide. During the Extended Support term (years 6 and 7 of Support) Nutanix has no obligation to provide other Updates or Upgrades to the software release. In purchasing Extended Support, the Customer should keep the following in mind:

  • New versions of software may not work on old hardware, the Nutanix compatibility matrix should be checked prior to any software upgrades for supportability.

  • New versions of hypervisor may not work on old Nutanix software, the Nutanix compatibility matrix should be checked prior to any hypervisor upgrades for supportability.

  • Only security Updates will be provided after five years, assuming it is possible to create a fix on that release.

  • If a fix exists in an Update that is generally available, it will be provided to correct the Error or a workaround will be provided if one exists.

Third Party Hardware and Software Policy

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Nutanix has the following policy regarding the use of third party components within its devices:

  • If a customer uses a third-party component in a Nutanix device, and a fault is traced to the use of this third-party component, then at the discretion of Nutanix, support and warranty service may be withheld.

  • If a product fault is determined to not be related to the use of third-party components, then Nutanix will continue to support the customer per our standard support policies.

  • At no time will hardware RMA support be provided on third-party components. If hardware is replaced, and the fault is determined to have been caused by the installation of a third-party component, Nutanix reserves the right to charge reasonable time and material rates for the service provided.

Return Material Authorization Policy

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To receive replacement parts for defective material it is necessary to contact Nutanix support. Replacement products and components are shipped to end users and valued added resellers (VARs) based on dispatch instructions generated by Nutanix support personnel. All replacement parts are supplied from field distribution centers. Nutanix products and components that are covered under the terms and conditions of Nutanix’s Limited Warranties (“Covered Products”) and returned to Nutanix must be pre‐authorized by Nutanix with an RMA number marked on the outside of the package, and sent prepaid, insured and packaged appropriately for safe shipment. Only packages with RMA numbers written on the outside of the shipping carton and/or the packing slips and shipping paperwork will be accepted by Nutanix’s receiving department, or its designated repair partner. All other packages will be rejected.

End User Support: Once Nutanix support personnel have determined a replacement part is needed, a replacement will be shipped. The end user will receive a dispatch number which also acts as the RMA number. Nutanix will be responsible for all freight charges for returned Covered Products or components provided Customer uses Nutanix designated carrier.

VAR Support: Once a VAR has determined there is a defective part at one of its customer sites a replacement is provided from its spare part inventory, if available. The VAR then contacts Nutanix support and request a replacement. A replacement product or component will be shipped to the VAR in advance of receiving the defective product. The VAR will receive a dispatch number which also acts as the RMA number. The VAR will be responsible to return the defective product within ten (10) business days and for all freight charges for returned Covered Products.

Non‐compliance: Parts not received by Nutanix, or its designated repair partner within fifteen (15) business days of dispatch will be invoiced to the appropriate party (either the end user or VAR) at Nutanix‘s then current list price.