Nutanix Warranty & Product Support Programs

Nutanix Product Support

Nutanix product support programs are designed to meet the needs of organizations of all sizes, from small and medium-sized businesses (SMBs) with limited operations and resources to large enterprises running critical 24×7 operations. (* Software support allows customers to use new software releases, including bug fixes, patches, and major releases issued during the support contract term. Note that new features in future releases may require additional licenses.)

Support Types

Production Support

Provides prioritized phone support and issue resolution 24/7 with next-business-day on-site service.

Mission Critical Support

Accelerates response times, offers direct access to senior engineers, and provides on-site service within 4 hours.

Software Support Comparison

	Mission Critical Support	Production Support
Technical Support	24x7x365	24x7x365
Response Times
Priority 1	30 minutes	1 hour
Priority 2	2 hours	4 hours
Priority 3	4 hours	8 hours
Priority 4	Within two business days
Software Support: Major/minor maintenance, patches, upgrades	X	X
Direct access to senior engineers	X
Root cause analysis*	X
Nutanix insights	X	X
Automated support monitoring	X	X
Maximum number of support administrators per contract	Unlimited	6

* For issues impacting system availability and upon customer request, we will provide root cause analysis for Priority 1 support requests.

Hardware Support for Nutanix Platforms

Customers choosing Nutanix NX hardware also benefit from various hardware support models:

Eurasian

	Mission Critical Support	Production Support
Hardware component replacement	4 hours*	Next business day (NBD) delivery**	NBD delivery with after-hours FE*	Next business day (NBS)***
Field engineer for parts replacement	24x7	Business hours**	24x7	Business hours**

* Availability may vary by location
** Conditions for component replacement and field engineering can be found in our Support Policies and FAQs
*** Replacement systems will be shipped within one business day from an external service depot

Cloud Services Support

When purchasing Nutanix Enterprise Cloud OS software, customers can choose to purchase Nutanix NX hardware or validated hardware platforms directly from third-party vendors.

	Mission Critical Support	Production Support	Community Support
Technical Support	24x7x365	24x7x365	next.nutanix.com
Target Response Times
Priority 1	30 minutes	1 hour	None
Priority 2	2 hours	4 hours	None
Priority 3	4 hours	Next business day	None
Priority 4	Within two business days		None
Direct access to senior engineers	X		next.nutanix.com
Contract duration	Monthly, yearly, or multi-year		Free trial

Non-Returnable Drive Program (NRDK)

When an HDD or SSD needs replacement, you may wish to retain the drive at your company to protect data in compliance with data security regulations. Nutanix offers the Non-Returnable Drive (NRDK) option, eliminating the need to return faulty drives. The program applies to all current Nutanix product models. Customers are responsible for handling replaced drives in accordance with their data security compliance requirements and applicable laws.

NRDK can be purchased under 1- or 3-year contracts and is available for all Nutanix product models.
NRDK must be purchased in blocks.
The NRDK option is only available in conjunction with one of Nutanix’s support programs.

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