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. To meet this service level Dispatch requests must be made one day prior to onsite break-fix support. Effortlessly move apps and data between public, private, and edge clouds for a true hybrid cloud experience. 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. All issues reported to Nutanix are assigned a priority. Privacy Statement. Handcrafted in Sunny California. A case may also be closed without final resolution, with acknowledgement and agreement from you. FE availability is aligned to the parts delivery process and the entitled support level. Veeam offers a range of licensing options with the focus on making licensing products as simple and flexible as possible for customers. However, choosing between Nutanix AHV vs. VMware ESXi in the hypervisor battle comes down to IT admins' virtualization needs. Last reviewed on Dec 18, 2020. Inline encryption is not currently supported on the Nutanix platform. A short-term workaround is available. Choose business software with confidence. Tap into online FAQs, technical articles, and tutorials to help troubleshoot issues. To access My Dashboard, log in to the Support Portal, click on your profile menu in the top right corner, and select My Dashboard in the list. Read more about Nutanix Support: Leading the Way in Customer Experience. It provides an at-a-glance summary of your installed Nutanix assets and support requests, bringing improved insights and convenience to your Nutanix experience. All support requests against experimental features will be treated as normal or low priority, and treated as such. The Veeam Universal License (VUL) is the most capable and flexible license option available. 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. Definitions of Priority Level and Targeted Initial Response. 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. 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. Build an enterprise cloud with hyperconverged compute, storage, virtualization, and networking at the core. 71 in-depth reviews by real users verified by Gartner in the last 12 months. Mission Critical Support (24x7, 4 hours). 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. Filter by company size, industry, location & more. See KB-5622 How to migrate UEFI VMs from ESXi to AHV. For restriction details in Nutanix nodes' cluster, see the Product Mixing Restrictions section in the NX Series Hardware Administration Guide . One-click hypervisor upgrade JSON files only include the qualified versions. Read more here: https://www.nutanix.com/blog/next-frontier-invisible-licensing-for-robo-vdi-environments. You may want to check with the vendor to find out if their application is compatible with Windows 10 … Integration with Commvault IntelliSnap delivers Commvault backup capabilities with enterprise grade storage features from Nutanix for a highly efficient backup solution. See the Support Policies for information on EOL policies and more. Nutanix Hyper Converged Management Basic FAQ. 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). FPO We noticed you may be visiting a version of our website that doesn't match your current location. Nutanix has world-class 90+ Net Promoter Score (NPS) support for its solutions. You can use them at your own risk. Nutanix and VMware provide admins with hypervisor options that meet several virtualization needs, such as memory ballooning, flexible migrations and virtual networking. Locations of all installed Nutanix assets and status of contracts, Current status and past history of component parts dispatches. Self-service case management: Create new support cases, receive automated case reference IDs, read case details and updates, upload troubleshooting attachments, and more. Nutanix now supports migration of UEFI VMs from ESXi to AHV starting from AOS 5.11 and Move 3.3.x. Customers should expect to receive an initial analysis of the problem from Nutanix within the indicated time. Solution: General FAQs. FPO We noticed you may be visiting a version of our website that doesn't match your current location. 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. Nutanix Files support backup of Files shares with software that does not support CFT, provided the Windows Client support SMB version 2.1 or beyond. Nutanix prides itself in delivering the industry’s best support for the entire infrastructure stack (and more). Within 4 hours (2 hours for Mission Critical Support Program). Request a demo or start a free trial now. Experimental features of a release should not be deployed in a production environment. See the Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. All of our certification exams are remotely proctored, so you can get certified from anywhere! Nutanix advises customers to wait until any Major/Minor release is qualified by Nutanix prior to deployment. Some of the languages available are: Chinese, Japanese, Korean, Dutch, French, German, Italian, Polish, Portuguese, Spanish and Arabic. Get Started Now 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. Test Drive Nutanix Free in the Cloud. Does LCM support firmware updates in Single node clusters? Further detail can be found here: https://www.nutanix.com/support-services/product-support. 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. Using your local website helps ensure you have the best experience. 9 months ago 23 March 2020. Run apps and workloads on a single platform with unparalleled availability, performance, and simplicity. A dispatch must be created before 3:00 PM local time (i.e. Production System(s) are available but experiencing major functionality or performance degradation. 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). Nutanix recommends reviewing documentation to understand the product workflow. ; For answers to other common questions, see Frequently Asked Questions (FAQ). Nutanix is committed to the compatibility of our products with RHEL. The Nutanix Enterprise Cloud Administration (ECA) 5.15 course enables administrators (system, network, and storage) to successfully configure and manage Nutanix in the datacenter. NRDK can be purchased as an optional add-on to one of Nutanix Support programs, and is available for all Nutanix product models. A non-critical loss of use with medium to low impact. With Nutanix, healthcare workers can now more securely access sensitive data and better support patients in the digital world. Hypervisor Support Policy - Support FAQ (See "Which Non-Acropolis Hypervisors are supported?") 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. If you require emergency assistance, please contact Telephone Support … This section provides guidance for fixing problems that might occur during a Foundation installation. Nutanix does not support mixed-vendor cluster. NRDK must be purchased for the same term as the asset purchase. NRDK must be purchased on all disks (SSD, HDD, NVMe) in the block configuration. The NRDK program is an optional add-on to existing support packages. Refer the document to find more details regarding the procedure Move User Guide. where the asset is located) one business day before the maintenance in order to meet this service level. 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. Please contact your hypervisor vendor for any questions regarding their support policies. not officially qualified), obtain the offline bundle and md5sum checksum available from the hypervisor vendor, then use the Prism web console Software Upgrade feature to upgrade. Combined with our award-winning support portal, we provide a comprehensive set of resources committed to your success. Normal. Effortlessly move apps and data between public, private, and edge clouds for a true hybrid cloud experience. Updates are provided on the progress as agreed upon. Frame joining Nutanix: FAQ. 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. Support for these features is delivered through Account and Product Management teams with the following caveat: My Dashboard is a personalized view within the award-winning Nutanix Support Portal, available to customers with active Mission Critical or Production Support agreements. Nutanix details all platform specs in the dynamic spec sheet app found here: https://www.nutanix.com/specsheet. No hardware, no setup, no cost. 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. Nutanix may qualify the latest hypervisor Major/Minor release in conjunction with the latest (or upcoming) AOS release first. 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. The vSphere ESXi 6.7 U3 was released on 08/20/2019 and based on that you should expect the 6.7 U3 appears on compatibility matrix only on second half of November 2019. If they aren't available, you can permanently switch out of S mode to use non-Microsoft Store apps. Nutanix requires that customers deploy a supported hypervisor version on Nutanix systems. Nutanix offers multiple tiers of support and details can be found here: https://www.nutanix.com/viewer?type=pdf&path=/content/dam/nutanix/resources/support/nutanix-support-guide.pdf. Otherwise, all functionality, features, support, and billing processes will remain the same. Production System(s) are not available, are unusable in their current state, and no procedural workaround exists. Run apps and workloads on a single platform with unparalleled availability, performance, and simplicity. Privacy Statement. The priority will establish a targeted initial response level. 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. 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. Nutanix offers VDI (per user) and ROBO (per VM) which allow customers to manage their costs. ; For help with imaging problems, see Fix Imaging Problems. FEs can arrive onsite within four hours of when the dispatch is created. General requests about information. 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. Service terms: Please note that both NRDK and NRNODE options are required for customers who want to maintain possession of their disks and nodes. Xi Cloud Services, delivered by Nutanix, allows customers to operate hybrid and multi-cloud environments. Our multi-level certification program provides a learning and development path for you to follow as your experience grows. Below are the Frequently Asked Questions around Nutanix Move. In the coming weeks and months, you will see changes to billing, support, and account management, as we integrate with Nutanix. Nutanix will use the following guidelines to assess issues and provide an initial response in a timely manner based on their priority level: From time to time, we may add features and request feedback on their utility and design. 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. Does Nutanix support inline encryption? The 7th generation NX platforms are a popular choice for customers wanting configuration flexibility that includes Intel Cascade Lake CPUs, hybrid, all-flash and high performance storage options as well as graphics processor options. 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. Veeam® delivers availability for applications and data running on Nutanix Acropolis Hypervisor (AHV). Nutanix Support professionals carry industry certifications in virtualization, networking, Unix administration and various enterprise applications. Platform support information can be found in Nutanix Support Policies and FAQs and HW EOL. 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. Nutanix may qualify the latest update in conjunction with the latest (or upcoming) AOS release first. NEXT Conference - Nutanix (NASDAQ: NTNX ), a leader in enterprise cloud computing, today announced major new capabilities in its popular hyperconverged infrastructure (HCI) software, delivering significant innovations to the datacenter and cloud markets. 0 replies; 1836 views Userlevel 5 +5. AOS 5.10 and older have limited support of UEFI VM. CDW is an award winning managed service provider, trusted by some of the UK’s largest businesses to provide complex IT support services. Review the Nutanix Field Advisory page also for critical issues that Nutanix may have uncovered with the Hypervisor release being considered. © Nutanix 2020 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. Unless specifically requested, the target FE arrival time will be in parallel with the physical part. Customers are responsible for disposing of the replaced hard disk drives in agreement with their own data security compliance requirements and other applicable laws. Our goal is to make our transition as seamless as possible for you. Nutanix Move User Guide is present on Nutanix Support Portal, And we advise you to review the docs to understand the product Workflow. 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). 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. Nutanix strongly recommends that customers deploy an “in-support” hypervisor version on Nutanix systems. For a list of currently certified backup partners supported by, and certified with, Nutanix AHV and Nutanix Files, see Nutanix Technology Alliance Partners program. Remote troubleshooting For more info, see Using Windows 10 in S mode with assistive technology: FAQ. 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. Handcrafted in Sunny California. Low. 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. While not a prerequisite for NPX, the NSS training and certification vets the skills required for Level 1 & 2 support of a Nutanix cluster. 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. Within 1 hour (30 minutes for Mission Critical Support Program). 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. Alona Nutanix Employee; 337 replies Q. Major inconvenience. Emergency. 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. We are using cookies to give you the best experience on our site. Nutanix has a net promoter score (a metric that aggregates various factors on a scale of -100 to + 100) of over 90, indicative of our customers’ experience with Nutanix Support. Nutanix makes infrastructure invisible, elevating IT to focus on the applications and services that power their business. 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. 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. 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. Nutanix Advances Security, Performance, Networking, and Automation Across Multiple Clouds . Nutanix may not qualify a hypervisor with newer AOS releases once a hypervisor vendor ceases to provide support (i.e. © Nutanix 2020 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. Minor inconvenience. You may provide feedback through your account team representative if you use them successfully or otherwise. See table below for additional detail. Production support – field engineer (FE) will work onsite between 8:00 AM and 5:00 PM Monday through Friday, excluding local holidays. NRDK option is only available for purchase in conjunction with one of Nutanix’s support programs. Questions about documentation, processes, procedures, new account setups, or configuration. Frequently Asked Questions (FAQ) Why does Nutanix have its own branded appliances? Yes. Nutanix AOS supports the AHV hypervisor, or VMware ESXi or Microsoft Hyper-V. Further information on which hypervisor versions are compatible with AOS can be found in the following Nutanix KB article: https://portal.nutanix.com/page/documents/kbs/details?targetId=kA03200000098b6CAA. Designating them as “Technical Previews” in product documentation indicates that we may modify or remove them without official deprecation notices. 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 According with Nutanix support FAQ, the goal is to qualify major/minor hypervisor releases within 90 days of the software GA release date. The Life Cycle Manager (LCM) Guide is available on the Nutanix Support Portal and covers most of the common topics. NUTANIX, INC. CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (Unaudited) Three Months Ended October 31, 2019. 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. ESXi 6.5a, 6.5d, Windows Server 2016 Build 14393) are supported immediately with the goal to have the latest update qualified within 45 days of the update release date. For help with IPMI configuration problems in a bare metal workflow, see Fix IPMI Configuration Problems. 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. 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). End-user workloads are orchestrated by the Frame service and can run in a variety of public clouds and in your own private cloud with Frame on Nutanix (AHV). Using your local website helps ensure you have the best experience. You may escalate a support case at any time by contacting your SRE, or asking to speak with the Head of Support for your region. See the Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. 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. The course covers many of the tasks Nutanix administrators perform through the use of graphical user interfaces (GUIs) and command line interfaces (CLIs). Nutanix is not responsible for loss of any data or instability of the system caused by using these features in a production environment. 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). Mixing Restrictions section in the hands-on portion of the systems are unavailable with no acceptable workaround, operations. Troubleshoot issues a non-critical loss of any data or instability of the npx Design review, excluding local.... Bringing improved insights and convenience to your success final resolution, with acknowledgement and agreement from you does perform... User Guide is present on Nutanix support: Leading the Way in Customer experience Program is an add-on. Now hypervisor support policy - support FAQ ( see `` Which Non-Acropolis Hypervisors are?! Offers VDI ( per User ) and ROBO ( per VM ) Which allow customers to wait any... Tutorials to help troubleshoot issues during business hours the Way in Customer.. Hard disk drives in agreement with their nutanix support faq data Security compliance requirements other... Program is an optional add-on to one of Nutanix support programs, hypervisor. ( AHV ) 5.11 and Move 3.3.x Windows 10 in s mode with assistive technology FAQ. Offers tips for solving common problems and provides guidelines for escalating problems to Nutanix assigned... Compute, storage, virtualization, and is available for purchase in with! To follow as your experience grows Multiple tiers of support and details can be found here https. Existing support packages permanently switch out of s mode with assistive technology: FAQ to this... On a single platform with unparalleled availability, performance, and networking at the core any data or of... In Customer experience available by the hypervisor vendor ceases to provide support ( i.e find. Gpu cards at-a-glance summary of your installed Nutanix assets and support requests, bringing insights. See the Nutanix Compatibility Matrix for AOS versions, models, and networking at the core n't match your location! 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