Find One of our Global Locations

infosight

InfoSight is an Online Support Service powered by the InfoSight Engine, a data collection and analysis engine comprised of powerful analytics, system modeling capabilities, and predictive algorithms.

Log into Nimble Storage InfoSight

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:

checkmark Support delivered by experienced Technical Support Engineers
checkmark Support teams that are co-located with software and hardware engineers to ensure rapid resolution of customer issues
checkmark Deep visibility into overall storage health, automated actionable reporting and fast, proactive troubleshooting of issues with Nimble Storage InfoSight™
checkmark Built-in Proactive Wellness that constantly monitors and analyzes system parameters for optimal operations
checkmark 24×7 service for customers who require around-the-clock support resources, including the new 4-Hour Onsite Parts Replacement service
checkmark Nimble Storage Pro Installation Services provides rapid planning, installation, and validation of Nimble arrays into your environment
checkmark Dedicated, expert management and support resources for customers who enlist Nimble Storage Concierge Services
checkmark A commitment to deliver the highest level of support and customer satisfaction in the storage industry
checkmark A vibrant online community of Nimble Storage users, partners and product experts worldwide —NimbleConnect

Download the Nimble Storage Support Offerings Datasheet

Download Now

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.

checkmark 1-Year Hardware Warranty : We will replace defective hardware parts1
checkmark 90-Day Software Warranty : For 90 days we will provide software updates for any defects

Nimble Support Offerings

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, if required
  • 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

checkmark checkmark checkmark
Online Support Portal Access

Access installation guide, user guide, and other relevant documentation

checkmark checkmark checkmark
Access to Software Update

Access to software updates covering major, minor, and maintenance releases

checkmark checkmark checkmark
Advanced Hardware Replacement

Nimble Storage will ship replacement part(s) in advance of receiving defect part(s). Service Level to receive the part(s)

cross 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 cross cross
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

Notes

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.ß

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.

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