Customer Support Data Sheet

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Customer Support Data Sheet

Contact Customer Support:

Web: community.nasuni.com

Email: support@nasuni.com

Phone: United States: 1.888.6.NASUNI (1.888.662.7864)

International: +1.857.444.8400 (International)

UK: +44 (208) 158 3080

Avoid business downtime with access to unmatched technical expertise.

More than just technical support, Nasuni Customer Support is designed to help you achieve your IT and business goals. We go beyond traditional break-fix with one goal in mind: your success.

Program Features

Nasuni Customer Support helps you keep everything running smoothly with software updates, expert guidance, proactive monitoring, and other features designed to maximize the return on your Nasuni investment. All are included at no charge as part of your Nasuni subscription.

Our Commitment

Our commitment is to ensure your success with Nasuni. Meeting this commitment requires the right people and processes. Such as working to resolve cases proactively before you even know there is an issue. Or, monitoring response times and sending customer evaluation surveys after every resolution to ensure we’re meeting your expectations.

People—Nasuni support professionals are experts in storage, cloud, networking, virtualization, security, and Windows technologies. They have the knowledge and passion to solve even your most challenging problems.

Processes and Tools—Nasuni has developed and refined many support tools and processes to assist you as you de- ploy, optimize, and maintain Nasuni enterprise file services.

Entitlements and Benefits

Expert Assistance Around the Clock

Nasuni supports you 24/7/365*. Our support team has extensive knowledge of all product components and is continuously trained on the latest enhancements. The team has direct line of contact with our development team, ensuring your case will be resolved as quickly and efficiently as possible.

Software Upgrades and Updates

Access to all new major and minor software releases are included with Nasuni Customer Support at no additional charge. Updates to Nasuni Edge Appliances are customer- installable and can be automated in the Nasuni Management

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Console (NMC). Updates to Nasuni software are transpar- ent and are designed to continuously improve the quality of Nasuni file services.

Remote Capabilities

Nasuni approaches customer support with advanced remote capabilities.

All Nasuni environments continuously check-in with our Nasuni Orchestration Center (NOC) which is a secure outbound con- nection that is designed to ensure your environment is continu- ously aware of any updates from Nasuni. This connectivity also empowers Nasuni to deploy immediate workarounds or fixes as needed, to ensure our customer base is safe from issues that have the potential of affecting our customers’ experience.

As well, if you choose to enable this capability, our team can directly access your appliances to securely perform support functions without disrupting your environment or requiring screen sharing.

Community Portal Resources

Our updated Customer Community Portal gives you imme- diate access to all of the below self-service resources. Our extensive resource library available on-line helps you become more self-sufficient and gets you answers on-demand.

Documentation—Get access to “How To” guides, videos, and tutorials on all Nasuni components and Release Notes on the most recent Nasuni product releases.

Knowledge Base—Tap into additional technical resources such as FAQs and technical articles.

Discussions—Engage with Nasuni experts and other Nasuni customers to ask technical questions, compare deployment notes, and identify new use cases.

Case Management—Create new support cases, receive automated case reference IDs, read case details and updates, upload troubleshooting attachments, and more.

Service Explanation
24/7/365, Unlimited Technical Support* Unlimited access to customer support via phone, web, and email.
Up to 5 Technical Contacts Designate up to 5 contacts to open and manage your cases.
Software Updates and Upgrades Access to all software updates and upgrades as they become available.
Configuration and Installation Assistance Get general guidance and assistance with problems you encounter during product installation, upgrades, or configurations
Technical Knowledgebase Tap into online FAQs, technical articles, documentation, and tutorials to quickly troubleshoot issues.
Discussion Forum Engage with Nasuni product management and customer support staff and other Nasuni customers to ask questions, compare deployment notes, and identify new use cases for Nasuni.
Self-Service Case Management Create new support cases, receive automated case reference IDs, read case details and updates, upload troubleshooting attachments, and more.
Remote Troubleshooting Choose to allow Nasuni support engineers to directly access Nasuni Edge Appliances to perform support functions without disrupting your environ- ment or requiring screen sharing
Proactive Monitoring Choose to send active alerts from Nasuni Edge Appliances to Nasuni or your operations center with diagnostic and status information
Response Time Targets Severity 1 issues: 2 hours

Severity 2 issues: 2 business hours

Severity 3 issues: 4 business hours

Severity 4 issues: 1 business day

Severity Definitions

Nasuni Customer Support aligns service levels with the following case severity definitions.

Severity Impact Service Level
1. Urgent Nasuni appliance or service is down, unable to provide access to data, in a frequent or repeating “Panic” or “Hang,” or in a state of degraded performance that prevents normal business operations. Within two (2) hours of receiving the problem report, Nasuni will initiate a problem assessment. Continuous follow-up will occur at regular intervals as long as the case remains open. If the problem cannot be reproduced or diagnosed, the response will indicate such and recommend actions to help in the diagnosis, which may include requests for additional information. Continuous effort will be made until the case is resolved through a workaround, hot fix, and/or product patch or update.
2. High Nasuni appliance or service is experiencing an infrequent, isolated, or intermittent “Panic” or “Hang,” or is in a state of degraded performance that allows business operations to continue, but at an inconsistent or sub-optimal rate. Within two (2) business hours of receiving the problem report, Nasuni will initiate a problem assessment. Continuous follow-up will occur at regular intervals as long as the case remains open. If the problem cannot be reproduced or diagnosed, the response will indicate such and recommend actions to help in the diagnosis, which may include requests for additional information. Continuous effort will be made until the case is resolved through a work- around, hot fix, and/or product patch or update.
3. Important Nasuni appliance or service is experiencing an issue, anomaly, or cosmetic defect that causes little or no business impact, and a viable and mutually agreeable workaround or upgrade exists to mitigate the problem. Within four (4) business hours of receiving the problem report, Nasuni will initiate a problem assessment. Follow-up will occur at regular intervals as long as the case remains open. If the problem cannot be reproduced or diagnosed, the response will indicate such and recommend actions to help in the diagnosis, which may include requests for additional information. The case will remain open until resolved in a future release.
4. Normal Requests for information regarding the installation, configuration, use, and maintenance of Nasuni, in- cluding administrative inquiries and return materials authorization (RMA) information. There is no impact to production systems or business operations. Within one (1) business day of receiving the problem report, Nasuni will initiate a problem assessment. Follow-up will occur at regular intervals as long as the case remains open. If the problem cannot be reproduced or diagnosed, the response will indicate such and recommend actions to help in the diagnosis, which may include requests for additional information. The case will remain open until resolved in a future release.

Contact Support

nasuni.com/customer-success

*For Severity 1 Issues: Phone support is available 24/7/365

For Severity 2-4 Issues: Support is available Monday 3am ET through Friday 7pm ET via our customer web portal, email, and phone.

An Organization Geared Toward Your Success

Nasuni offers you more than just technical support. Many roles within our organization are available to help you achieve your business goals. Here are the key roles and responsibilities who will work with you to ensure your success.

Role Responsibilities When to Contact this Role When the Role Contacts You
Technical Support Engineer Troubleshoot all Nasuni customer support issues Any technical issue Respond to open technical support case
Global Support Manager Manage Customer Support team Technical support issues requiring additional resources or escalation Respond to open technical support case or escalation request
Technical Account Manager (TAM)

Paid resource outside standard Customer Support

Serve as single point of contact for best practices, deployment, planning, and business needs All Nasuni-related product, technical, and strategic needs Schedule meetings and respond to customer requests
Professional Services (PS) Consultant

Paid resource outside stan- dard Customer Support

Deliver Nasuni professional services contracted by customers Technical questions and issues during paid PS engagements Schedule implementation meetings and/or trainings; perform paid consulting work
CAP Manager Manage Critical Account Process (CAP) Questions regarding CAP; not a technical resource Schedule CAP meetings and provide email updates
Account Manager Manage renewals, expan- sions, and professional services; discusses new use cases Nasuni Sales questions, use case brainstorming, ongoing business needs Schedule account status meetings; respond to customer requests; share Nasuni announcements
Product Management Manage product roadmap and planning process Feature requests, product capability inquiries Respond to customer requests; collect product requirement feedback
Customer Success Marketing Manager Manage customer commu- nity and reference program; promote your successes Introductions to other customers; be featured in a webinar, blog, or case study Communicate Nasuni company and product news; request marketing help
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