nutanix

Product Support Programs

Subscription and support programs for a wide range of organizations

Nutanix’s product support subscription and support programs are designed to meet the needs of any size organization, from small and midsize businesses (SMB) that may have limited operations and constrained resources to large enterprises that operate business and mission-critical 24×7 operations.

The included software subscription plan entitles customers to all versions of released software, including bug fixes, patches and major releases issued during the period the support contract is in effect. Note that additional features implemented in new versions may require purchase of an additional license to use the new feature. Customers who have a current software subscription will be alerted to new releases and can download them from a location provided by Nutanix support.

Xpress Support

Purpose-built to deliver excellent support for the SX platform with 24-hour support.

Production Support

Entitles customers to 24-hour, priority call and case handling and next business day on-site service.

Mission Critical Support

Accelerates responsiveness, provides direct access to senior-level engineers, and up to 4-hour on-site service.

Compare Product Support Programs

 Xpress SupportProduction SupportMission Critical Support
Helpdesk CoverageXpress Support24x7x365Production Support24x7x365Mission Critical Support24x7x365
Target Response Times

Priority 1

Xpress Support4 hoursProduction Support1 hourMission Critical Support30 minutes

Priority 2

Xpress Support8 hoursProduction Support4 hoursMission Critical Support2 hours

Priority 3

Xpress Support2 daysProduction Support8 hoursMission Critical Support4 hours
Software Support: Major & minor maintenance, patch releases, upgradesXpress SupportProduction SupportMission Critical Support
Hardware Replacement: Duration of on-site parts arrival after diagnosisXpress SupportNext business day (NBD)* after failure confirmationProduction SupportNBDMission Critical Support4-hour part replacement**
Pulse Advanced Performance AnalyticsXpress SupportProduction SupportMission Critical Support
Automatic Support MonitoringXpress SupportProduction SupportMission Critical Support
Field Engineering for Parts ReplacementXpress SupportLimitedProduction SupportMission Critical Support
Maximum Number of Support Admins Per ContractXpress Support4Production Support6Mission Critical SupportUnlimited
Direct Routing to Senior-Level EngineersMission Critical Support
Root Cause AnalysisMission Critical Support***

* The full description of NBD delivery by region can be found at https://stg01.ntnxdev.com/support-services/technical-support/faqs/
** 4-hour arrival guarantee not available in all locations
*** In the event there is an incident that affects system availability, and upon customer request, we will provide root cause analysis for Priority 1 support requests

Non-Returnable Disk Drive Program

When HDDs or SSDs require replacement, you may want to keep your drives in-house to protect your data in order to comply with data security compliance regulations. Nutanix offers a Non-Returnable Disk Drive (NRDK) option, which eliminates the need to return defective disk drives. The program applies to all existing models of the Nutanix product. Customers are responsible for disposing of the replaced disk drives in agreement with their own data security compliance requirements and other applicable laws.

  • NRDK can be purchased as a 1 or 3-year contract and is available for all Nutanix product models
  • NRDK must be purchased per disk
  • The NRDK option is only available for purchase in conjunction with one of Nutanix’s support programs

U.S. Federal Support

Nutanix U.S. Federal Support is an additional offering tailored to meet the needs of U.S. Federal customers – civilian organizations, agencies and the military.

This separate support contract provides 24x7 direct access to full-stack support provided by experienced engineers on U.S. soil through an exclusive 1-800 number.

Download Datasheet

U.S. Federal Production Support

Entitles customers to 24-hour, priority call and case handling and next business day on-site service.

U.S. Federal Mission Critical Support

Accelerates responsiveness, provides direct access to senior-level engineers, and up to 4-hour on-site service.

Compare U.S. Federal Support Programs

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 U.S. Federal Production SupportU.S. Federal Mission Critical Support 
U.S. Citizen Support Coverage, U.S. Support CentersProduction Support24x7x365Mission Critical Support24x7x365
Target Response Times

Priority 1

Production Support1 hourMission Critical Support30 minutes

Priority 2

Production Support4 hoursMission Critical Support2 hours

Priority 3

Production Support8 hoursMission Critical Support4 hours
Software Support: Major and minor maintenance, patch releases, & upgradesProduction SupportMission Critical Support
Hardware Replacement: Duration of on-site parts replacement after diagnosisProduction SupportNext Business Day*Mission Critical Support4-hour part replacement**
Automatic Support MonitoringProduction SupportMission Critical Support
Field Engineering for Parts ReplacementProduction SupportMission Critical Support
Maximum number of support admins per contractProduction Support6Mission Critical SupportUnlimited
Direct routing to senior-level engineersMission Critical Support
Root Cause AnalysisMission Critical Support***

Online Support Resources

Online resources are available via Nutanix’s award-winning support site, including extensive product documentation, user manuals, advisories and other helpful information. Customers can create cases at any time on the portal.  If you require emergency assistance, please contact Telephone Support at 1-855-NUTANIX, extension 3 or find your local number.

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