nutanix support faq

A dispatch must be created before 3:00 PM local time (i.e. 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. 9 months ago 23 March 2020. Questions about documentation, processes, procedures, new account setups, or configuration. For help with IPMI configuration problems in a bare metal workflow, see Fix IPMI Configuration Problems. No hardware, no setup, no cost. 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. The FE does not perform any hardware or software troubleshooting and relies on the remote SRE to perform any software activities. Self-service case management: Create new support cases, receive automated case reference IDs, read case details and updates, upload troubleshooting attachments, and more. For more info, see Using Windows 10 in S mode with assistive technology: FAQ. 71 in-depth reviews by real users verified by Gartner in the last 12 months. For restriction details in Nutanix nodes' cluster, see the Product Mixing Restrictions section in the NX Series Hardware Administration Guide . Normal. The Life Cycle Manager (LCM) Guide is available on the Nutanix Support Portal and covers most of the common topics. You may provide feedback through your account team representative if you use them successfully or otherwise. 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. Build an enterprise cloud with hyperconverged compute, storage, virtualization, and networking at the core. Tap into online FAQs, technical articles, and tutorials to help troubleshoot issues. The course covers many of the tasks Nutanix administrators perform through the use of graphical user interfaces (GUIs) and command line interfaces (CLIs). Ship/Delivery Table (Select countries in the Middle East). 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. However, choosing between Nutanix AHV vs. VMware ESXi in the hypervisor battle comes down to IT admins' virtualization needs. Below are the Frequently Asked Questions around Nutanix Move. through that vendor’s end of support policy or other similar end of life policy). Nutanix advises customers to wait until any Major/Minor release is qualified by Nutanix prior to deployment. By continuing to use our website without changing the settings, you are agreeing to our use of cookies. Next Business Day (4 hours for Mission Critical Support Program). 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. Privacy Statement. Critical. 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). 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. 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. Designating them as “Technical Previews” in product documentation indicates that we may modify or remove them without official deprecation notices. Build an enterprise cloud with hyperconverged compute, storage, virtualization, and networking at the core. Frame joining Nutanix: FAQ. Handcrafted in Sunny California. Combined with our award-winning support portal, we provide a comprehensive set of resources committed to your success. 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. Nutanix does not support Free vSphere Hypervisor. 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 Nutanix hyperconverged solutions integrate with popular offload capabilities, including VMware API for Array Integration (VAAI) and Microsoft Offloaded Data Transfer (ODX) to create clones in a matter of seconds with minimal overhead. Nutanix and VMware provide admins with hypervisor options that meet several virtualization needs, such as memory ballooning, flexible migrations and virtual networking. We are using cookies to give you the best experience on our site. General requests about information. Minor inconvenience. Nutanix may qualify the latest hypervisor Major/Minor release in conjunction with the latest (or upcoming) AOS release first. All issues reported to Nutanix are assigned a priority. Definitions of Priority Level and Targeted Initial Response. Xi Cloud Services, delivered by Nutanix, allows customers to operate hybrid and multi-cloud environments. Frequently Asked Questions (FAQ) Why does Nutanix have its own branded appliances? Yes. Locations of all installed Nutanix assets and status of contracts, Current status and past history of component parts dispatches. 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. Major inconvenience. 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. In the case of a local holiday the shipment and delivery dates would defer to the next business day. Data Encryption with Nutanix FAQ. See KB-5622 How to migrate UEFI VMs from ESXi to AHV. 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. Solution: General FAQs. Does LCM support firmware updates in Single node clusters? 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. Within 4 hours (2 hours for Mission Critical Support Program). 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. Request a demo or start a free trial now. Nutanix Support professionals carry industry certifications in virtualization, networking, Unix administration and various enterprise applications. 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. The NX-3155G platform is customizable to support the NVIDIA Tesla M10, V100 and T4 GPU cards. Important features of the Systems are unavailable with no acceptable workaround, but operations can continue in a restricted fashion. 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). Choose business software with confidence. 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. This section provides guidance for fixing problems that might occur during a Foundation installation. Nutanix strongly recommends that customers deploy an “in-support” hypervisor version on Nutanix systems. 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. 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. Production support – field engineer (FE) will work onsite between 8:00 AM and 5:00 PM Monday through Friday, excluding local holidays. Hypervisor Support Policy - Support FAQ (See "Which Non-Acropolis Hypervisors are supported?") AOS 5.10 and older have limited support of UEFI VM. Customers should expect to receive an initial analysis of the problem from Nutanix within the indicated time. Issues that have a direct impact to portions of business operations are affected. FEs can arrive onsite within four hours of when the dispatch is created. 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. See the Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. 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. 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). Nutanix may qualify the latest update in conjunction with the latest (or upcoming) AOS release first. In the coming weeks and months, you will see changes to billing, support, and account management, as we integrate with Nutanix. Veeam offers a range of licensing options with the focus on making licensing products as simple and flexible as possible for customers. Remote troubleshooting Last reviewed on Dec 18, 2020. If they aren't available, you can permanently switch out of S mode to use non-Microsoft Store apps. © Nutanix 2020 Please contact your hypervisor vendor for any questions regarding their support policies. Customers are responsible for disposing of the replaced hard disk drives in agreement with their own data security compliance requirements and other applicable laws. 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. A short-term workaround is available. 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. Read more about Nutanix Support: Leading the Way in Customer Experience. Further detail can be found here: https://www.nutanix.com/support-services/product-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, 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. FPO We noticed you may be visiting a version of our website that doesn't match your current location. Emergency. Nutanix may not qualify a hypervisor with newer AOS releases once a hypervisor vendor ceases to provide support (i.e. The Veeam Universal License (VUL) is the most capable and flexible license option available. 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. Nutanix offers VDI (per user) and ROBO (per VM) which allow customers to manage their costs. Nutanix does not support mixed-vendor cluster. Nutanix has world-class 90+ Net Promoter Score (NPS) support for its solutions. All support requests against experimental features will be treated as normal or low priority, and treated as such. 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. The program applies to all existing models of the Nutanix product. Nutanix is not responsible for loss of any data or instability of the system caused by using these features in a production environment. Nutanix recommends reviewing documentation to understand the product workflow. Filter by company size, industry, location & more. Run apps and workloads on a single platform with unparalleled availability, performance, and simplicity. 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. See the Nutanix Compatibility Matrix for AOS versions, models, and hypervisor versions supported. 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. Unless specifically requested, the target FE arrival time will be in parallel with the physical part. ; For help with imaging problems, see Fix Imaging Problems. See table below for additional detail. For updates that are made available by the hypervisor vendor that do not have a Nutanix-provided JSON metadata upgrade file (ie. All of our certification exams are remotely proctored, so you can get certified from anywhere! 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. To meet this service level Dispatch requests must be made one day prior to onsite break-fix support. Inline encryption is not currently supported on the Nutanix platform. 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. Platform support information can be found in Nutanix Support Policies and FAQs and HW EOL. 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. It also introduces basic Nutanix troubleshooting tools, offers tips for solving common problems and provides guidelines for escalating problems to Nutanix support. 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. © Nutanix 2020 Run apps and workloads on a single platform with unparalleled availability, performance, and simplicity. Earning a Nutanix Certification validates that you have the skills and understanding needed to manage and deploy Nutanix technology. With Nutanix, healthcare workers can now more securely access sensitive data and better support patients in the digital world. NRDK can be purchased as an optional add-on to one of Nutanix Support programs, and is available for all Nutanix product models. Privacy Statement. NRDK must be purchased for the same term as the asset purchase. 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. NUTANIX, INC. CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (Unaudited) Three Months Ended October 31, 2019. One-click hypervisor upgrade JSON files only include the qualified versions. 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. Once purchased, an FE can arrive after regular business hours. 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. You may want to check with the vendor to find out if their application is compatible with Windows 10 … Effortlessly move apps and data between public, private, and edge clouds for a true hybrid cloud experience. Note: You may need … You can use them at your own risk. 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 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. 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. According with Nutanix support FAQ, the goal is to qualify major/minor hypervisor releases within 90 days of the software GA release date. It provides an at-a-glance summary of your installed Nutanix assets and support requests, bringing improved insights and convenience to your Nutanix experience. Updates are provided on the progress as agreed upon. 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.

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