Jump to content

World-Class Support to Ensure Your Success

Nimble Storage offers customer support that helps you get the most from your storage investment. As a Nimble customer, you can expect:

  • Support delivered by experienced Technical Support Engineers
  • Support teams that are co-located with software and hardware engineers to ensure rapid resolution of customer issues
  • Deep visibility into overall storage health, automated actionable reporting and fast, proactive troubleshooting of issues with Nimble Storage InfoSight™
  • Built-in Proactive Wellness that constantly monitors and analyzes system parameters for optimal operations
  • 24x7 service for customers who require around-the-clock support resources, including the new 4-Hour Onsite Parts Replacement service
  • Dedicated, expert management and support resources for customers who enlist Nimble Storage concierge services
  • A commitment to deliver the highest level of support and customer satisfaction in the storage industry
  • A vibrant online community of Nimble Storage users, partners and product experts worldwide — NimbleConnect

Download the Nimble Storage Support Offerings Datasheet »

Concierge Services

Nimble Storage can provide customers with dedicated account management for their storage infrastructure. A Concierge Manager can tailor the entire management and support experience to specific customer needs across the following areas:

  • Support and Case Management (Reactive Support)
  • Account Management and Education
  • Availability
  • Scalability and Performance

Read the Concierge Services 1-Page Brief »

Nimble Storage InfoSight

Online Support Services

The InfoSight Engine
A data collection and analysis engine comprised of
powerful analytics, system modeling capabilities,
and predictive algorithms

The Nimble Storage InfoSight Portal
A secure online portal which serves as a window into
the InfoSight Engine.

Proactive Wellness
Proactive alerts for system health, performance, and protection gaps

Self Help Library
Knowledgebase articles to help configure your
environment or resolve a variety of issues.

Log into Nimble Storage InfoSight
InfoSight Secure Downloads

Contact Support

For general support issues or to request a login ID, please email support@nimblestorage.com.

For SmartStack support issues or questions, please email Support.SmartStack@nimblestorage.com

United StatesUnited States Toll Free: 1-877-364-6253 / Local: 408-432-9600; (x2 for Support; x7 for SmartStack)
AustraliaAustralia Toll Free: 1-800-751-916 JapanJapan Toll Free, Mobile Enabled: 0800-170-9299
AustriaAustria Toll Free: 0800-802199 LuxembourgLuxembourg Toll Free: 800-8-8078 / National: +352-20202368
BelgiumBelgium Toll Free, Mobile Enabled: 0800-262-76 MalaysiaMalaysia Toll Free: 1-800-817-369
ChinaChina Toll Free, Mobile Enabled: 400-120-0986 NetherlandsNetherlands Toll Free, Mobile Enabled: 0-800-020-0730
DenmarkDenmark Toll Free, Mobile Enabled: 8070-5309 New ZealandNew Zealand Toll Free: 0800-447-410
FranceFrance Toll Free: 0800-911093 NorwayNorway Toll Free: 800-17-365
FinlandFinland Toll Free: 0800-915-792 PhilippinesPhilippines Toll Free: 1-800-1-116-0920
GermanyGermany Toll Free, Mobile Enabled: 0800-183-0882 SingaporeSingapore Toll Free: 800-852-3823
Hong KongHong Kong Toll Free: 800-906-526 South AfricaSouth Africa Toll Free: 0800-983-609
IcelandIceland Toll Free: 800-8565 South KoreaSouth Korea Toll Free: 080-808-0422
IndiaIndia Toll Free, Mobile Enabled: 000-800-100-4381 SwedenSweden Toll Free: 020-791-743
Local: (10) +46-101992444
IndonesiaIndonesia Toll Free: 001-803-015-204-5861 SwitzerlandSwitzerland Toll Free, Mobile Enabled: 0800-802-544
Zurich: +41-435082007
IrelandIreland Toll Free: 1-800-550367 South AfricaTaiwan Toll Free: 00801-14-7152
IsraelIsrael Toll Free: 1-809-315705 ThailandThailand Toll Free: 001-800-852-8405
ItalyItaly Toll Free, Mobile Enabled: 800-788-966 NetherlandsUnited Kingdom Toll Free: 0-808-134-9962 / Local: 0330 808 0085
    VietnamVietnam Toll Free: 1800-9402

Information on the Nimble Storage Warranty and Support Offerings

Hardware and Software Warranty
Nimble Storage systems come with the following warranties. No additional purchase required.
Further, we will provide phone support for replacing a defective part.

  • 1-Year Hardware Warranty : We will replace defective hardware parts¹
  • 90-Day Software Warranty : For 90 days we will provide software updates for any defects
Support Offerings Premium 4-Hour
with Onsite Parts Replacement
Premium 4-Hour Next Business Day
Helpdesk Support with Aggressive SLA
24 x 7 telephone and email assistance

  • P12: Telephone response in 30 minutes or less with immediate escalation to Engineering
  • P22: Response in 2 business hours or less
  • P32: Response in 8 business hours or less
  • P42: Next business day (Monday through Friday)
24 x 7 Engineering Escalation Support
Yes Yes Yes
Online Support Portal Access
Access installation guide, user guide, and other relevant documentation
Yes Yes Yes
Access to Software Update
Access to software updates covering major, minor, and maintenance releases
Yes Yes Yes
Advanced Hardware Replacement
Nimble Storage will ship replacement part(s) in advance of receiving defect part(s). Service Level to receive the part(s)
Not Available Within 4 hours3 By the next business day4
4-Hour Onsite Parts Replacement
Nimble Storage will replace parts within service level
Within 4 hours3, 5 Not Available Not Available
On-Site Spares Option
  • Availability of individual parts or entire kit on site for quick replacement
  • Ideal for locations where Advanced Hardware Replacement option is not available
Available as an add-on Available as an add-on Available as an add-on

1: For hardware warranty claims, defective parts must be received before replacement parts are shipped.
2: Severity/Priority levels are defined as:
P1: Not serving data or severe performance degradation or single controller not operational
P2: Performance degradation or intermittent software faults or network degradation
P3: Issue or defect causing minimal business impact
P4: Request for information; administrative requests
3: Contact Nimble Storage for the latest list. For areas not currently covered, Nimble Storage offers on-site spare parts/kits for purchase.
4: Parts must be identified by 3:00 PM local time. Contact Nimble Storage for the latest list. For areas not currently covered, Nimble Storage offers on-site spare parts/kits for purchase.
5: 4-Hour Onsite Parts Replacement Service time begins when root cause identification is complete. Contact Nimble Storage for details.