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Nimble Storage offers customer support that helps you get the most from your storage investment. As a Nimble customer, you can expect:
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:
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 alerts for system health, performance, and protection gaps
Self Help Library
Knowledgebase articles to help configure your
environment or resolve a variety of issues.
For general support issues or to request a login ID, please email firstname.lastname@example.org.
For SmartStack support issues or questions, please email Support.SmartStack@nimblestorage.com
|United States||Toll Free: 1-877-364-6253 / Local: 408-432-9600; (x2 for Support; x7 for SmartStack)|
|Australia||Toll Free: 1-800-751-916||Japan||Toll Free, Mobile Enabled: 0800-170-9299|
|Austria||Toll Free: 0800-802199||Luxembourg||Toll Free: 800-8-8078 / National: +352-20202368|
|Belgium||Toll Free, Mobile Enabled: 0800-262-76||Malaysia||Toll Free: 1-800-817-369|
|China||Toll Free, Mobile Enabled: 400-120-0986||Netherlands||Toll Free, Mobile Enabled: 0-800-020-0730|
|Denmark||Toll Free, Mobile Enabled: 8070-5309||New Zealand||Toll Free: 0800-447-410|
|France||Toll Free: 0800-911093||Norway||Toll Free: 800-17-365|
|Finland||Toll Free: 0800-915-792||Philippines||Toll Free: 1-800-1-116-0920|
|Germany||Toll Free, Mobile Enabled: 0800-183-0882||Singapore||Toll Free: 800-852-3823|
|Hong Kong||Toll Free: 800-906-526||South Africa||Toll Free: 0800-983-609|
|Iceland||Toll Free: 800-8565||South Korea||Toll Free: 080-808-0422|
|India||Toll Free, Mobile Enabled: 000-800-100-4381||Sweden||Toll Free: 020-791-743
Local: (10) +46-101992444
|Indonesia||Toll Free: 001-803-015-204-5861||Switzerland||Toll Free, Mobile Enabled: 0800-802-544
|Ireland||Toll Free: 1-800-550367||Taiwan||Toll Free: 00801-14-7152|
|Israel||Toll Free: 1-809-315705||Thailand||Toll Free: 001-800-852-8405|
|Italy||Toll Free, Mobile Enabled: 800-788-966||United Kingdom||Toll Free: 0-808-134-9962 / Local: 0330 808 0085|
|Vietnam||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.
|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
|Online Support Portal Access
Access installation guide, user guide, and other relevant documentation
|Access to Software Update
Access to software updates covering major, minor, and maintenance releases
|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
||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.