Support FAQs

After Hours Support

For issues opened outside of Business Hours, if you are on the Nutanix Production or Mission Critical Support Program, the goal is to stabilize your mission critical environment for any urgent issues. The support engineer will engage you to get your system working in an acceptable manner. Some examples of these issues may be:

Data loss or data unavailability

  • Critical alerts being issued by Nutanix
  • Performance on the system has degraded to an unusable level
  • A mission-critical application is unusable
  • Hardware replacement or software upgrade assistance that cannot be handled during normal business hours

In after hours mode, the goal of the Support engineer working with you will be to:

  • Make your system operational
  • If a permanent fix is not put in place, provide an appropriate work-around

Nutanix requires that customer personnel be available at all times to assist with troubleshooting, provide data as needed, and test workarounds or fixes as they are made available.

Root cause analysis for issues may revert to the next business day, if the customer and Nutanix agree to this.

Closing a Support Case

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.

Hardware End-of-Life Policy Definitions and Guidelines

All customers who have purchased an NX-line product and a valid support contract will receive access to Nutanix’s support for the duration of the support contract term on the terms and conditions set forth below.

  1. End of Sale Announcements will be made at least 6 months prior to End of Sale (EOS) date. As part of the EOSA, Nutanix will recommend alternative Nutanix products and a migration strategy if needed.
  2. Product can be ordered up until the EOS date.
  3. From the EOS date, Feature Releases will be available for the product for a period of at least 30 months*.
  4. After this 30 month period, Maintenance and Patch Releases will be available for a minimum of 12 months also referred to as End of Maintenance (EOM) date.
  5. After EOM date, helpdesk support will continue to be available for at least another 18 months until the End of Life (EOL) date. During the period between EOM and EOL, hardware replacement / spares will be continue to be available and Nutanix support will provide work arounds (if available) to issues encountered. If the discontinued product/spares are not available for replacement or repair during the final year of the EOL period, Nutanix reserves the right to satisfy the support requirement by replacing the discontinued product with functionally equivalent hardware.
  6. After the EOL date, no additional support for the product will be available.

*Some features and/or feature releases may not be supported on older hardware due to compatibility issues. These exceptions, while rare, will be handled on a case by case basis. The overall duration of support will not be impacted.

Customers can renew support contracts up to 1 year prior to the EOL date, provided that the renewal contracts do not extend beyond the EOL date. Customers cannot renew support contracts if EOL is less than 1 year away.

Software End-of-Life Policy Definitions

Software Release Cadence:

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

Software EOL Policy:

  • When a Major Release is made available, the Terminal Minor Release in the previous Major Release family is supported for at least the next 24 months. For months 1 to 12 of this period, Maintenance or Patch Releases will be available for issues the customer may encounter. After 24 months, the Terminal Minor Release reaches the End of Life milestone in the Nutanix product lifecycle and support for that Terminal Minor Release ends.
  • For example, if Nutanix made available Acropolis Base Software (NOS) 4.0 in July 2014, and Acropolis Base Software (NOS) 3.5 is the Terminal Minor Release, then Acropolis Base Software (NOS) 3.5 will be supported until July 2016 (24 months). However, from August 2015 to July 2016 (last 12 months), no Maintenance or Patch Releases will be available for any issues the customer may encounter. July 2016 is the End of Life for Acropolis Base Software (NOS) 3.5 release.
  • When a Minor Release is made available, the previous Minor Release within the same family is supported for the next 12 months. For months 1-3, Maintenance Releases will be provided for the previous Minor Release, and for months 4-12 only helpdesk support will be provided for the Terminal Maintenance Release of that previous Minor Release.
  • When a Maintenance or Patch release is made available, the previous Maintenance or Patch release within the same family ceases to be maintained. This applies to E Releases as well as non-E maintenance releases.

This End of Life Policy is effective as of November 1, 2015, and does not apply to any products for which an End of Sale announcement has been made prior to this date (which follow the previous End of Life Policy). For previous version(s) of End of Life Policy you can refer to the “EOL Policies – Prior Versions” link at https://www.nutanix.com/support/support-faqs/#end-of-life-policy-hardware-archive

Hardware and Software Versioning/Compatibility Matrix:

Please refer to the link below for the current hardware and software compatibility matrix: https://portal.nutanix.com/#/page/compatibilitymatrix

Entitlement Check

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.

Escalating a Support Case

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.

Hypervisor Support

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

For vSphere releases:

  • Major/Minor vSphere Releases (5.0, 5.1, 5.5) are Supported and QA certified within 90 days of GA release date. An official certification update is announced for these releases
  • Update vSphere/Patch Releases are Supported immediately by SRE team, and QA certified within 45 days of Update 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:

  • Microsoft major/minor releases (like 2012 R2) are Supported and QA qualified within 90 days of the software GA release date
  • Microsoft Update releases are Supported immediately and QA qualified within 45 days of the Update GA release date
  • Microsoft Patch releases (Microsoft releases patches nearly every week) 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” version of hypervisor on Nutanix systems.

Local Language Support

Nutanix product support is delivered primarily in English, and the target Response Times (see Priority Definitions and Response Times policy – https://www.nutanix.com/priority-and-response/) 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 represented in this pool are: Chinese, Japanese, Korean, Dutch, French, German, Italian, Polish, Portuguese, Spanish and Arabic.

Next Business Day (NBD)

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 Submitted Ship Date Promised Delivery Date
Monday (Before 3 PM Local Time) Monday Tuesday
Monday (After 3 PM Local Time) Tuesday Wednesday
Tuesday (Before 3 PM Local Time) Tuesday Wednesday
Tuesday (After 3 PM Local Time) Wednesday Thursday
Wednesday (Before 3 PM Local Time) Wednesday Thursday
Wednesday (After 3 PM Local Time) Thursday Friday
Thursday (Before 3 PM Local Time) Thursday Friday
Thursday (After 3 PM Local Time) Friday Monday
Friday (Before 3 PM Local Time) Friday Monday
Friday (After 3 PM Local Time) Monday Tuesday
Saturday Monday Tuesday
Sunday Monday Tuesday

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 Ship Date Promised Delivery Date
Monday (Before 3 PM Local Time) Monday Tuesday
Monday (After 3 PM Local Time) Tuesday Wednesday
Tuesday (Before 3 PM Local Time) Tuesday Wednesday
Tuesday (After 3 PM Local Time) Wednesday Thursday
Wednesday (Before 3 PM Local Time) Wednesday Thursday
Wednesday (After 3 PM Local Time) Thursday Friday
Thursday (Before 3 PM Local Time) Thursday Friday
Thursday (After 3 PM Local Time) Sunday Monday
Friday Sunday Monday
Saturday Sunday Monday
Sunday (Before 3 PM Local Time) Sunday Monday
Sunday (Afer 3 PM Local Time) Monday Tuesday

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, FE’s are available 24×7 to align with the demands and maintenance windows of our distributed customer base
  • FE’s 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

Non-Nutanix qualified 3rd party components

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.

Nutanix Non-Returnable Hard Disk Drive (NRDK) option

Nutanix NRDK option is a Support option 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. The customer is 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

RMA Policy

In order 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.

Priority Definitions and Response Times

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 Level Description Targeted Initial Response Level

P1

Emergency. 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. Within 1 hour (30 minutes for Mission Critical Support Program)***P1 cases must be submitted by Telephone for this targeted initial response level.

P2

Critical. System is available but experiencing issues that have a direct impact on productivity. Major inconvenience. Within 4 hours (2 hours for Mission Critical Support Program)

P3

Normal. 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. By next business day (4 hours for Mission Critical Support Program)

P4

Low. Questions about documentation, processes, or procedures. General requests about information. By next two business days

RFE

Requests for Enhancements. Feature requests for the product that would improve the experience or functionality for the customer Within 2 weeks

Technical Previews (Support for Experimental Features)

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.

Third Party Hardware or Software Support Policy

Nutanix Global Support (GS) 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 (http://www.tsanet.org). 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.

Upgrades and Updates

  • 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.
  • A Major or a Minor release comes out roughly about once a quarter, a Maintenance release for the latest Minor release on a monthly cadence, and a Patch release for a Maintenance release 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 described below.