Multi-tiered support experience with predictive issue resolution, comprehensive knowledge resources, and expert consultation from certified Nutanix professionals.
Choose the support channel that best fits your needs, from self-service resources to expert consultation.
Intelligent ticket routing
Advanced ticketing system with intelligent routing based on issue severity and customer tier. Track progress with real-time updates and automated escalation.
Advanced search & AI suggestions
Comprehensive documentation with advanced search, auto-complete, and contextual suggestions based on your infrastructure configuration.
Real-time assistance
Instant assistance during business hours with intelligent routing to specialized teams. Screen sharing and remote assistance available for complex issues.
Certified Nutanix professionals
Schedule technical deep-dives with certified Nutanix professionals for architecture planning, optimization strategies, and complex troubleshooting.
Peer-to-peer support
Connect with fellow Tech9IQ users for peer-to-peer support. Gamification elements encourage knowledge sharing with reputation points and expert badges.
Certification programs
Comprehensive training resources including certification programs, best practices documentation, and hands-on labs for skill development.
Clear escalation matrix with defined response times and resolution commitments for different support tiers.
Standard business support
Enhanced enterprise support
Mission-critical support
| Severity Level | Description | Response Time | Resolution Target | Escalation |
|---|---|---|---|---|
| Critical | System down, data loss, security breach | 15 minutes | 4 hours | Immediate to Senior Engineer |
| High | Major functionality impaired | 1 hour | 8 hours | 2 hours to Team Lead |
| Medium | Minor functionality issues | 4 hours | 24 hours | 8 hours to Senior Support |
| Low | General questions, feature requests | 8 hours | 72 hours | 24 hours to Specialist |
Advanced analytics and machine learning identify potential issues before they impact your operations, enabling proactive resolution and minimizing downtime.
Continuous monitoring of infrastructure patterns to identify anomalies and predict potential failures before they occur, with automated alert generation.
Automated remediation for common issues and intelligent recommendations for complex problems, reducing mean time to resolution by up to 75%.
Intelligent alert filtering and prioritization to reduce noise and focus on critical issues, with contextual information for faster troubleshooting.
Predicted 15% storage savings available
Approaching 80% threshold in 7 days
Workload rebalancing recommended
Get immediate access to your personalized support dashboard with real-time ticket tracking, knowledge base, and expert consultation booking.
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