Welcome to

the Nutanix family!

Thank you for choosing Nutanix Enterprise Cloud Platform! We look forward to bringing unprecedented
simplicity and power to your enterprise datacenter as you embark on a journey to make IT infrastructure
invisible. All of us at Nutanix are humbled by the trust that you, and thousands of other organizations in
more than 150 countries, have placed in our people and solutions.

We want to ensure that you have an enriching experience as you run your business applications and services
with Nutanix. You will have the opportunity to work with our world-class support organization, and see
first-hand why we outpace every other IT vendor with a Net Promoter Score (NPS) of 90+ for over 6 years.
And, you’ll come to understand why the Association of Support Professionals has honored Nutanix as one
of the top ten best support teams in recent years.

Nutanix Support Highlights

• 24x7x365 support with ten global support centers, including the United States (east and west coast),
Mexico, Australia, Japan, China, India, and the Netherlands
• Leading technology experts consisting of VCPs, vExperts, CCIEs, MSFT, Linux, Kubernetes, Nutanix
Certified Professional(NCP), Nutanix Certified Advanced Professional(NCAP), Nutanix Platform
Experts(NPX) and Nutanix Support Specialists (NSS) with years of experience in supporting
datacenter technologies and products

• Four-hour parts replacement for customers with mission-critical applications in most major
metropolitan locations
• Full access to the Nutanix Customer Portal, containing validated and easy-to-consume information
for all of our products, services and technology

Please visit Product Support for a comprehensive list of resources that will ensure great Nutanix
Support experience.

I have listed a few of my favorite resources at https://www.nutanix.com/welcome. I invite you to explore these
as you build and operate your Nutanix Enterprise Cloud.

With warm regards,

Dheeraj Pandey
Founder, CEO & Chairman, Nutanix

©2020 Nutanix, Inc. All Rights Reserved

SUPPORT QUICK REFERENCE GUIDE
SUPPORT CASE LIFECYCLE This action plan is then shared with you, the checkpoint
All Support cases, whether opened through the web or the schedule and the milestones determined, and agreement
phone, go through a consistent lifecycle. The stages of the case sought on the closure criteria of the escalation. Updates
lifecycle include: are provided on the progress as agreed upon, until the
issue is resolved.
1. Create your Profile
If you are new to Nutanix Support, we need you to create a 6. Close a Support Case
Customer Profile on our support portal. A case is closed when you confirm that a resolution has been
Visit http://portal.nutanix.com and click on “Sign up now” reached, or if we do not hear from you within two weeks of
a request for information, and multiple attempts have been
If you are having issues creating your account or profile, made to contact you during this period. A case may also be
please e-mail portal-accounts@nutanix.com closed without final resolution, with acknowledgement and
agreement from you.
2. Collect Information to Expedite Resolution
Providing us with background information about the issue 7. Customer Satisfaction Surveys
you are facing will help us understand your issue better and After a support case is closed, you will be invited by email to
do some preliminary research before we engage with you to fill out a short survey about your experience. Your feedback is
make our interaction more effective and efficient. We would a valuable way of measuring how well the Nutanix Worldwide
therefore ask you to provide the following information when Support team is meeting your expectations. Customer satis-
you open the case: faction surveys give you the opportunity to provide us with
valuable information to help improve our interactions with you,
• System Serial Number as well as any product improvement suggestions.
• Cluster ID
• Software Versions of all relevant software
(Nutanix OS and Hypervisor) MORE HELPFUL LINKS AND INFORMATION
• Time System became unavailable You can always find more information at: FAQ
• Whether the issue is reproducible
• Steps taken thus far in remediation TARGET INITIAL SUPPORT RESPONSE
• Results of Nutanix Cluster Check (NCC) To make sure your support request is prioritized correctly, Nutanix
• Workload characteristics – Applications running will use the following guidelines to assess issues and provide an
and number of VMs per block initial response in a timely manner based on their priority level.

3. Create a Support Case Priority Description Response Time

• Online: http://portal.nutanix.com Emergency – System is not available Within 1 Hour

• US Phone: 1-855-NUTANIX (688-2649) Ext 3 and productivity has been halted. (Production)
• Other local country toll free numbers are available at: P1 Product is unusable in its current
state. All data corruption issues are Within 30 Min
Support-phone-numbers (Mission Critical)
assigned this priority level.

4. Working on a case with SRE Critical – System is available but Within 4 Hours
An SRE is assigned to your case and owns your problem experiencing issues that have a direct (Production)
until we mutually agree the issue can be closed. He or she P2
impact on productivity. Major Within 2 Hours
will contact you via email and/or phone as appropriate inconvenience. (Mission Critical)
during the resolution process. Your responsibility is to have
the appropriate people and resources available to work with Normal – System is having an Within 8 Hours
the SRE during the service hours defined in your support occasional issue that has been (Production)
agreement. We will inform you if we need to reassign your P3 identified as needing to be resolved,
but the issue has not greatly affected Within 4 Hours
case for better skills or time zone match. (Mission Critical)
productivity. Minor inconvenience.

5. Escalate a Support Case (Optional)

You can escalate a support case at any time via the support REPLACEMENT PARTS TARGET RESPONSE
portal using the escalate button found in your case, by con-
• Production – Next Business Day (8AM-5PM)
tacting your SRE, or by asking to speak with the Head of
• Mission Critical – 4 hours (available in most major
Support for your region. Support escalations may occur
metropolitan locations)
because your expectations of an issue resolution are not in
line with the outlined action plan and timeframes that follow
the normal resolution process. Should a customer choose to leverage our Field Engineer (FE)
support offering an FE will be dispatched to the customer site to
perform hardware replacement only. The FE does not perform any
The issue is escalated to the Worldwide Support management
hardware or software troubleshooting and relies on the remote SRE
team. The manager who takes on the escalation then creates a
to perform any software activities. The remote SRE will provide
task force consisting of the necessary resources from Technical
software subject matter expertise, prepare the environment for
Support, Engineering, QA, and Product Management and
hardware replacement, initiate system restoration and perform
formulates an action plan to address the issue.
the diagnostic health check to validate the environment.

©2020 Nutanix, Inc. All Rights Reserved

SUPPORT QUICK REFERENCE GUIDE
NUTANIX SUPPORT TEAMS AROUND THE GLOBE
Nutanix Support Teams are located in Australia, China, Japan, India(Bangalore and Pune), Mexico, The Netherlands,
United States (East and West coasts) and are available 24 hours a day, 7 days a week, 365 days a year. We align our teams
and your support case with your local business hours, and the rest of our global teams are there for you when need us.

BEST PRACTICES WHEN WORKING WITH NUTANIX SUPPORT

1. Keep Your Profile and Location Up to Date 4. Enable Nutanix Pulse and Remote Tunnel Access
We encourage you to create and maintain your company To the extent allowed by your organization’s security
information on our Support Portal. If you move your policies, we encourage you to use our product’s Nutanix
Nutanix equipment, it is important that you also update Pulse feature, which regularly reports system health, and
the install location. can automatically create a support case for certain issues
it detects. The Remote Tunnel allows support staff to login
2. Educate Your Administrators remotely via secure SSH tunnel to proactively diagnose
Please consider getting formally trained on the Nutanix and resolve alerts which have been triggered from Nutanix
suite of products. We have found that customers who Pulse or from the customer. Remote Tunnel access is an
invest in Nutanix education courses for their administrators ‘on demand’ feature that is enabled or disabled by the
are much more effective in avoiding problems, or speeding customer in response to a request from Nutanix support
up issue resolution by defining the symptoms of problems to troubleshoot the system. Used together, they allow us
and working with us to quickly resolve the underlying issue. to resolve support cases 30% faster.
You can find more information here: Training-Certification
5. Regularly run Nutanix Cluster Check (NCC)
3. Plan Ahead NCC is a framework of scripts that can help diagnose
We recommend reviewing Nutanix Release Notes and other cluster health. To find additional information regarding
related Product documentation prior to deploying our pro- NCC please go to: http://portal.nutanix.com and select
ducts or performing an upgrade. These are available on: ‘Support Tools’ from the Downloads section.
http://portal.nutanix.com.

T. 855.NUTANIX (855.688.2649) | F. 408.916.4039

info@nutanix.com | www.nutanix.com | @nutanix

©2020 Nutanix, Inc. All rights reserved. Nutanix, the Nutanix logo and the other Nutanix products and features mentioned
herein are registered trademarks or trademarks of Nutanix, Inc. in the United States and other countries. All other brand
names mentioned herein are for identification purposes only and may be the trademarks of their respective holder(s).