Support Policies
View Nutanix support policies and terms
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 Software Support contract (“Support”). All capitalized terms shall have the meaning ascribed to them in Exhibit A, “Policy 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 (optional) abbreviation “LTS” designates whether the version release is a Long Term Support (LTS) Release. If there is no LTS designation, then the release is a Short Term Support (STS) Release.
2. Software EOL Policy
2.1 AOS
- Overview. Nutanix develops AOS using two separate tracks, Long Term Support Releases (LTS) and Short Term Support Releases (STS). AOS Releases and the associated EOL Policy are generally inclusive of software such as AHV, Foundation and Nutanix Cluster Check (NCC).
- LTS Release EOL and release cycle.
- Each LTS Release is Maintained for three (3) months after the Release Date for the next LTS 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 5.10 (LTS) on Nov 1, 2018 and AOS 5.15 (LTS) on February 1, 2020 then AOS 5.10 will be Maintained until May 31, 2020 and Troubleshooting for AOS 5.10 will be available until Nov 30, 2020.
- 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.
- When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
2.2 Prism Central
- Overview. Prism Central is a management/control plane software and does not follow the Long Term Support Release (LTS) and Short Term Support Release (STS) tracks used for AOS. When an Update is made available to Prism Central, the previous Update within the same Upgrade family shall cease to be Maintained.
- Prism Central will target to have an Upgrades Release available every four to six weeks.
- Each Upgrade Release is Maintained for two (2) months from the Release Date of the next Release that is an Upgrade and shall receive Troubleshooting for the three (3) months subsequent to such Upgrade.
- For example, if Nutanix releases PC.2020.8 on Aug 1, 2020 and releases PC.2020.9 on Sep 1, 2020 then PC.2020.8 will be Maintained until Nov 30, 2020 and Troubleshooting for PC.2020.8 will be available until Feb 28, 2021.
2.3 Nutanix Files
- Overview. Nutanix Files currently does not follow the Long Term Support Release (LTS) and Short Term Support Release (STS) tracks. When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
- Each Release is Maintained for three (3) months after the Release Date for the next Release that is an Upgrade.
- Each Release will receive Troubleshooting for 12 months after the Release Date for the next Release that is an Upgrade.
- For example, if Nutanix releases Files 3.1.0 on September 1, 2018 and Files 3.2.0 on November 1, 2018 then Files 3.1.0 will be Maintained until February 1, 2019 and Troubleshooting for Files 3.1.0 will be available until November 1, 2019.
2.4 Nutanix Objects
- Overview. Nutanix Objects currently will not follow the Long Term Support Release (LTS) and Short Term Support Release (STS) tracks. When an Update is made available, the previous Update within the same Upgrade family shall cease to be Maintained.
- Each Release is Maintained for three (3) months after the Release Date for the next Release that is an Upgrade.
- Each Release will receive Troubleshooting for 12 months after the Release Date for the next Release that is an Upgrade.
- For example, if Nutanix releases Objects 1.1.0 on August 1, 2019 and Objects 1.2.0 on November 1, 2019 then Objects 1.1.0 will be Maintained until February 1, 2020 and Troubleshooting for Objects 1.1.0 will be available until November 1, 2020.
3. Anticipated Software Release Cadence
3.1 AOS
- Upgrades are typically made available every three (3) to six (6) months for STS Releases and every twelve (12) to fifteen (15) 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.
3.2 Prism Central
- Upgrades are typically made available every every four to six weeks.
- Updates that only consist of Patch Releases are made available on an as-needed basis.
3.3 Nutanix Files
- Upgrades are typically made available every three (3) to six (6) months.
- 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.
3.4 Nutanix Objects
- Upgrades are typically made available every three (3) to six (6) months.
- 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. Prism Central - AOS Compatibility
- Each Prism Central release will be compatible with the following AOS releases
- Current and previous two (2) active STS Upgrade releases
- Current and previous active LTS Upgrade releases
- For example, PC.2020.8 which was released in Aug 2020 will be compatible with the AOS releases, 5.10 (LTS), 5.15 (LTS), 5.16 (STS), 5.17 (STS) and 5.18 (STS) Upgrade releases.
5. 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 and a half (5.5) years (including backward compatibility) to EOM and another one and a half (1.5) years to EOL. The preceding sentence assumes that the customer has installed all LTS Releases that are Upgrades during the term of Support.
- Notwithstanding the commitment above, Nutanix has no obligation to provide LTS Releases for Approved Platforms if such Approved Platforms subsequently are ‘end of lifed’ or are no longer supported by the manufacturer.
- Nutanix strongly recommends that customers deploy Nutanix software on a hardware platform that is under a maintenance contract.
6. Mixed Support Level Guidelines. When a Nutanix cluster has a Mixed Support Level, the Software Support provided by Nutanix will be at the lowest active Support contract within that cluster. Hardware Support will not change based on the Software Support level applied to a cluster with a Mixed Support level and will continue to be the actual hardware Support contract entitlement for the specific asset with the issue.
SOFTWARE SUPPORT SUMMARY
| FEATURES | GENERAL SUPPORT | END OF SUPPORT LIFE (EOSL) |
|---|---|---|
| Upgrades and Maintenance Updates | ||
| Support Contract renewal | ||
| New features and enhancements | ||
| New Hardware support | ||
| New security patches | ||
| New bug fixes | ||
| Existing security patches | ||
| Existing bug fixes | ||
| Root Cause Analysis | ||
| Problem reproduction in Nutanix Support Labs | ||
| Create a Support request | Web and Phone | Web and Phone |
| Workarounds for issues | ||
| Access to Knowledge Base |
EXHIBIT A
POLICY DEFINITIONS
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.
End Of Life (EOL) is the last date that the product is entitled to receive applicable Support. After this date, all Support for the product will become unavailable unless entitled by an active Extended Support contract.
End of Maintenance (EOM) means the product is at the end of Maintenance and Nutanix will only provide Patch Releases primarily for security purposes if necessary. Any Software released after the hardware EOM may not be qualified on this hardware.
End Of Support Life (EOSL) means that all Support will no longer be offered 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. In general, an LTS Release is a Maintenance Release and will contain very few (if any) new features and builds upon a mature and proven AOS codebase which customers have been successfully running in their production environments. 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 an STS Release.
Maintenance means the provision of LTS Releases and STS Releases by Nutanix.
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.
Mixed Support Level means that the product is covered by different levels of Support contracts in the same cluster.
Short Term Support (STS) Release means a Software release that shall receive Troubleshooting for three (3) months from the Release Date of the next Release that is an Upgrade. The intent of an STS is to allow rapid feature adoption.
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 an STS Release.
Release Date means the date a new Upgrade or Update is generally made available.
Software means any Nutanix software licensed to customers as for commercial purposes.
Support means Nutanix support as described at www.nutanix.com/support-services/product-support.
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
Extended Support is an extraordinary product which extends the standard Support term by a maximum of 2 years after the EOL of the hardware platform. When Extended Support is purchased by a customer, Nutanix will provide the services outlined in the Support Guide and Policies. During an Extended Support term the customer should keep the following in mind:
- New versions of the Software are not supported on Hardware that is not under maintenance. The Nutanixcompatibility matrix should be checked for supportability prior to any Software Upgrades.
- New versions of a hypervisor may not work with older versions of Nutanix Software. The Nutanix compatibilitymatrix should be checked for supportability prior to any hypervisor upgrades.
- Where possible, security updates will be provided after End of Maintenance of a hardware platform
- Where possible, an update will be provided to correct the error or a workaround will be provided if one exists.
Extended Support offering is available on Nutanix hardware platforms only.
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 Worldwide Support will assist customers in problem analysis to determine whether or not a 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.
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.