Nutanix may qualify the latest update in conjunction with the latest (or upcoming) AOS release first. The course covers many of the tasks Nutanix administrators perform through the use of graphical user interfaces (GUIs) and command line interfaces (CLIs). Choose business software with confidence. System(s) are having an occasional, non-critical issue that has been identified as needing to be resolved, but the issue has not greatly affected productivity. Nutanix advises customers to wait until any Major/Minor release is qualified by Nutanix prior to deployment. AOS 5.10 and older have limited support of UEFI VM. The program applies to all existing models of the Nutanix product. There are two ways to back up Files shares with software that does not support CFT. Nutanix requires that customers deploy a supported hypervisor version on Nutanix systems. Nutanix qualified hypervisors will have a related JSON metadata upgrade file on the Nutanix Support Portal for one-click upgrade through the Prism web console Software Upgrade feature. The range of Nutanix NX platforms are designed for all common private and hybrid cloud use cases and workloads, including: Visit the Nutanix Solutions page for further details: https://www.nutanix.com/solutions. Effortlessly move apps and data between public, private, and edge clouds for a true hybrid cloud experience. Platform support information can be found in Nutanix Support Policies and FAQs and HW EOL. Effortlessly move apps and data between public, private, and edge clouds for a true hybrid cloud experience. Update/patch Releases (eg. FE availability is aligned to the parts delivery process and the entitled support level. The FE needs to be scheduled no later than 3:00 PM on the day of service in order to complete the work by 5:00 PM. 9 months ago 23 March 2020. Should a Field Engineer (FE) be leveraged as part of the support offering an FE will be dispatched to the customer site to perform hardware replacement only. After hours FE support is available for purchase as an add to Production Support. We are using cookies to give you the best experience on our site. NRDK can be purchased as an optional add-on to one of Nutanix Support programs, and is available for all Nutanix product models. If the hypervisor vendor withdraws a release from their web site prior to the 45 days target for Nutanix qualification, Nutanix will stop the qualification process for that particular build and the clock restarts for the previous version listed by the hypervisor vendor (or until a newer release is provided). If the hypervisor vendor releases a newer update within 45 days of the previous update for Nutanix qualification, Nutanix will stop the qualification process for that previous build and the clock restarts for the new version. Read more about Nutanix Support: Leading the Way in Customer Experience. Handcrafted in Sunny California. 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. Limited local language support for some Asian and European countries is available, during business hours of those countries. If they aren't available, you can permanently switch out of S mode to use non-Microsoft Store apps. With Nutanix, healthcare workers can now more securely access sensitive data and better support patients in the digital world. Nutanix has world-class 90+ Net Promoter Score (NPS) support for its solutions. FPO We noticed you may be visiting a version of our website that doesn't match your current location. All of our certification exams are remotely proctored, so you can get certified from anywhere! However, choosing between Nutanix AHV vs. VMware ESXi in the hypervisor battle comes down to IT admins' virtualization needs. For help with IPMI configuration problems in a bare metal workflow, see Fix IPMI Configuration Problems. Some of the languages available are: Chinese, Japanese, Korean, Dutch, French, German, Italian, Polish, Portuguese, Spanish and Arabic. It also introduces basic Nutanix troubleshooting tools, offers tips for solving common problems and provides guidelines for escalating problems to Nutanix support. 2020 (in thousands, except per share data) Revenue: Product $ 192,444 $ 155,752 Support, entitlements and other services 122,324 157,002 Total revenue 314,768 312,754 Cost of revenue: Product (1)(2) 21,233 12,814 The Frame service (sometimes referred to as Frame Control Plane) runs in the cloud (off-premises), and it’s hosted, managed, and operated by Nutanix. In the event of multiple hypervisor releases occurring rapidly in the same train, Nutanix will officially qualify the 'latest' update only (when released) and restart the qualification for the newest update and reset the 45-day clock. NRDK must be purchased on all disks (SSD, HDD, NVMe) in the block configuration. NRDK must be purchased at the time of the asset purchase. This section provides guidance for fixing problems that might occur during a Foundation installation. Updates are provided on the progress as agreed upon. Solution: General FAQs. Locations of all installed Nutanix assets and status of contracts, Current status and past history of component parts dispatches. For updates that are made available by the hypervisor vendor that do not have a Nutanix-provided JSON metadata upgrade file (ie. The Life Cycle Manager (LCM) Guide is available on the Nutanix Support Portal and covers most of the common topics. Frame joining Nutanix: FAQ. You can learn how Nutanix stands ready to go the extra mile for our customers deploying their workloads on RHEL running on Nutanix by reviewing our Understanding RHEL Certification and Support for AHV Environments and our Support Policy for Red Hat® Enterprise Linux® (RHEL) on AHV. NRDK option is only available for purchase in conjunction with one of Nutanix’s support programs. Privacy Statement. Handcrafted in Sunny California. For Major/Minor hypervisor releases (eg ESXi 6.5, Windows Server 2016 Build 14393) the goal is to qualify within 90 days of the software GA release date. Nutanix Support professionals carry industry certifications in virtualization, networking, Unix administration and various enterprise applications. © Nutanix 2020 NUTANIX, INC. CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (Unaudited) Three Months Ended October 31, 2019. © Nutanix 2020 Nutanix started life with a single hardware platform (NX) supporting a single hypervisor, all of which enabled the company to hone its software capabilities before expanding support to include other vendor platforms, hypervisors and clouds. Next Business Day (4 hours for Mission Critical Support Program). Once purchased, an FE can arrive after regular business hours. Production System(s) are available but experiencing major functionality or performance degradation. Hypervisor Support Policy - Support FAQ (See "Which Non-Acropolis Hypervisors are supported?") 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. See the Support Policies for information on EOL policies and more. This empowers you to modernize your data center by delivering agility and simplicity through a centralized, deployable, manageable and purpose-built Veeam Backup for Nutanix AHV appliance. Service terms: Please note that both NRDK and NRNODE options are required for customers who want to maintain possession of their disks and nodes. Nutanix prides itself in delivering the industry’s best support for the entire infrastructure stack (and more). Test Drive Nutanix Free in the Cloud. 71 in-depth reviews by real users verified by Gartner in the last 12 months. Nutanix product support is delivered primarily in English, and the target response times (see Priority Definitions and Response Times policy) are based on support being provided in English language. Otherwise, all functionality, features, support, and billing processes will remain the same. Nutanix NRDK support option is 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. One-click hypervisor upgrade JSON files only include the qualified versions. The FE does not perform any hardware or software troubleshooting and relies on the remote SRE to perform any software activities. Nutanix supports the ability to patch upgrade hosts with versions that are greater than or released after the Nutanix qualified version, but Nutanix may not have qualified those releases at that time. Our multi-level certification program provides a learning and development path for you to follow as your experience grows. Mission Critical Support (24x7, 4 hours). All issues reported to Nutanix are assigned a priority. Q4 Fiscal 2020 Financial Highlights. Production System(s) are not available, are unusable in their current state, and no procedural workaround exists. If you require emergency assistance, please contact Telephone Support … Connect, Manage, and Extend Your Private Clouds, Software Options: Solutions to Run on Nutanix Appliances, Data at Rest Encryption Solution | Nutanix, AHV: Virtualization Solution for Enterprise | Nutanix, Technical Support Number - Nutanix Worldwide Phone Numbers, Understanding RHEL Certification and Support for AHV Environments, Support Policy for Red Hat® Enterprise Linux® (RHEL) on AHV. Refer the document to find more details regarding the procedure Move User Guide. Does LCM support firmware updates in Single node clusters? The priority will establish a targeted initial response level. Nutanix does not support mixed-vendor cluster. The FE will be coordinated with part delivery. You may provide feedback through your account team representative if you use them successfully or otherwise. For restriction details in Nutanix nodes' cluster, see the Product Mixing Restrictions section in the NX Series Hardware Administration Guide . Nutanix may not qualify a hypervisor with newer AOS releases once a hypervisor vendor ceases to provide support (i.e. The Nutanix enterprise cloud platform leverages web-scale engineering and consumer-grade design to natively converge compute, virtualization and storage into a resilient, software-defined solution with rich machine intelligence. Issues that have a direct impact to portions of business operations are affected. Within 1 hour (30 minutes for Mission Critical Support Program). Customers are responsible for disposing of the replaced hard disk drives in agreement with their own data security compliance requirements and other applicable laws. Experimental features of a release should not be deployed in a production environment. The Nutanix Enterprise Cloud Administration (ECA) 5.15 course enables administrators (system, network, and storage) to successfully configure and manage Nutanix in the datacenter. Nutanix may qualify the latest hypervisor Major/Minor release in conjunction with the latest (or upcoming) AOS release first. Frequently Asked Questions (FAQ) Why does Nutanix have its own branded appliances? The table below represents the timing of when a part and or Field Engineer will ship and arrive at the customer site based on when the dispatch is submitted. Further detail can be found here: https://www.nutanix.com/support-services/product-support. If multi-day FE events are required, they must be approved and scheduled prior to the initial part shipment. Nutanix’s award-winning support, comprehensive professional services offerings, and global training solutions help the world’s most advanced datacenters run any workload, at any scale. Low. Now, more than ever, healthcare organizations need to look to technology partners to build infrastructure that shapes digital transformation to meet shifting regulatory and consumer demands. Connect, Manage, and Extend Your Private Clouds, Software Options: Solutions to Run on Nutanix Appliances, Data at Rest Encryption Solution | Nutanix, AHV: Virtualization Solution for Enterprise | Nutanix, Technical Support Number - Nutanix Worldwide Phone Numbers, https://portal.nutanix.com/page/documents/kbs/details?targetId=kA03200000098b6CAA, https://www.nutanix.com/support-services/product-support, https://www.nutanix.com/viewer?type=pdf&path=/content/dam/nutanix/resources/support/nutanix-support-guide.pdf, https://www.nutanix.com/blog/next-frontier-invisible-licensing-for-robo-vdi-environments. 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). Emergency. Nutanix (NASDAQ: NTNX), a leader in enterprise cloud computing, today announced that Bain Capital Private Equity will make an investment of $750 million in Convertible Senior Notes to support the Company’s growth initiatives. We have partnered with Nutanix to ensure that customers receive all the benefits of direct support but delivered via our UK based 24/7 service operations centre. Build an enterprise cloud with hyperconverged compute, storage, virtualization, and networking at the core. 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. Tap into online FAQs, technical articles, and tutorials to help troubleshoot issues. It provides an at-a-glance summary of your installed Nutanix assets and support requests, bringing improved insights and convenience to your Nutanix experience. Self-service case management: Create new support cases, receive automated case reference IDs, read case details and updates, upload troubleshooting attachments, and more. Support for vStorage API for Data Protection (VADP) and application-level consistent snapshots through Volume Shadow Services (VSS) provide full integration with third-party tools such as Symantec NetBackup, Veeam, Commvault and VMware SRM. To meet this service level Dispatch requests must be made one day prior to onsite break-fix support. 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. For the purposes of this FAQ, “support” or “supported” means that Nutanix will attempt to resolve any issues with the third party technology not working correctly with Nutanix technology. Remote troubleshooting In the case of a local holiday the shipment and delivery dates would defer to the next business day. A case may also be closed without final resolution, with acknowledgement and agreement from you. A dispatch must be created before 3:00 PM local time (i.e. See the Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. Nutanix makes infrastructure invisible, elevating IT to focus on the applications and services that power their business. Nutanix will not provide support if the customer does not have a valid support contract for the hardware asset (NX appliances) and software asset (Software Only licenses). Data Encryption with Nutanix FAQ. All support requests against experimental features will be treated as normal or low priority, and treated as such. ; For help with imaging problems, see Fix Imaging Problems. The Veeam Universal License (VUL) is the most capable and flexible license option available. Customers should expect to receive an initial analysis of the problem from Nutanix within the indicated time. Nutanix is not responsible for loss of any data or instability of the system caused by using these features in a production environment. Build an enterprise cloud with hyperconverged compute, storage, virtualization, and networking at the core. Does Nutanix support inline encryption? Entitlement is based on the support offering (Production or Mission Critical) purchased by the customer and drives the SLA and hours of support (24/7 or 8/5). For the purposes of this FAQ, “support” or “supported” means that Nutanix will attempt to resolve any issues with the third party technology not working correctly with Nutanix technology. These targeted response levels are not a guarantee of service within the timeframe. Request a demo or start a free trial now. through that vendor’s end of support policy or other similar end of life policy). Minor inconvenience. Important features of the Systems are unavailable with no acceptable workaround, but operations can continue in a restricted fashion. Nutanix offers VDI (per user) and ROBO (per VM) which allow customers to manage their costs. For a single-imaged node that you must reimage or form a 1-node cluster by using CVM Foundation, ensure that you launch the CVM Foundation from another node. ; For answers to other common questions, see Frequently Asked Questions (FAQ). In the coming weeks and months, you will see changes to billing, support, and account management, as we integrate with Nutanix. Definitions of Priority Level and Targeted Initial Response. 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 (AMER, EMEA, APAC, LATAM). Nx Series Hardware administration Guide Across Multiple clouds Nutanix now supports migration of UEFI VM ways to back Files... Solving common problems and provides guidelines for escalating problems to Nutanix support portal and... ( Unaudited ) Three months Ended October 31, 2019 has world-class 90+ Promoter... Features in a restricted fashion encryption is not responsible for disposing of the problem from Nutanix for a hybrid. The digital world the next business day before the maintenance in order to meet service! Requests, bringing improved insights and convenience to your Nutanix experience for restriction in. Platform with unparalleled availability, performance, and networking at the time of the software GA date... Releases once a hypervisor vendor that do not have a direct impact to portions of operations. Also be closed without final resolution, with acknowledgement and agreement from you through an exclusive 1-800 number, as... The problem from Nutanix for a highly efficient backup solution are remotely proctored, so you get! Can get certified from anywhere but experiencing major functionality or performance degradation technical articles and! Found here: https: //www.nutanix.com/specsheet day prior to deployment conjunction with the on!, they must be purchased at the time of the problem from Nutanix for a highly efficient backup.! Hyperconverged compute, storage, virtualization, and simplicity Nutanix experience experience grows fixing problems that might occur during Foundation. Data nutanix support faq on Nutanix support multi-day FE events are required, they must be purchased for the entire infrastructure (. Range of licensing options with the focus on making licensing products as simple and flexible as possible for you review... To the Compatibility of our products with RHEL we provide a comprehensive set of resources to. Indicates that we may modify or remove them without official deprecation notices Which customers... Cloud Services, delivered by Nutanix prior to onsite break-fix support support the NVIDIA Tesla M10, V100 and GPU. Updates that are made available by the hypervisor battle comes down to admins! Are two ways to back up Files shares with software that does n't match your location! Against experimental features will be in parallel with the latest ( or upcoming ) AOS release.... Of those countries private, and tutorials to help troubleshoot issues will be as! N'T available, you can permanently switch out of s mode with assistive technology: FAQ is qualified by,. Between Nutanix AHV vs. VMware ESXi in the case of a local holiday the shipment and delivery dates defer... To onsite break-fix support existing support packages Foundation installation the Compatibility of our website that does n't your! One day prior to onsite break-fix support provide feedback through your account representative... Regarding the procedure Move User Guide is present on Nutanix systems scheduled prior deployment..., location & more Nutanix recommends reviewing documentation to understand the product Mixing Restrictions section in the hands-on portion the...

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