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
  • 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

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.

Country Phone Number
United StatesUnited States Toll Free: 1-877-364-6253, x2 / Local: 408-432-9600, x2
AustraliaAustralia Toll Free: 1-800-751-916
AustriaAustria Toll Free: 0800-802199
BelgiumBelgium Toll Free, Mobile Enabled: 0800-262-76
DenmarkDenmark Toll Free: 8070-5309
FranceFrance Toll Free: 0800-911093
FinlandFinland Toll Free: 0800-915-792
GermanyGermany Toll Free, Mobile Enabled: 0800-183-0882
IrelandIreland Toll Free: 1-800-550367
LuxembourgLuxembourg Toll Free: 800-8-8078 / National: +352-20202368
NetherlandsNetherlands Toll Free, Mobile Enabled: 0-800-020-0730
New ZealandNew Zealand Toll Free: 0800-447-410
NorwayNorway Toll Free: 800-17-365
PhilippinesPhilippines Toll Free: 1-800-1-116-0920
SingaporeSingapore Toll Free: 800-852-3823
South AfricaSouth Africa Toll Free: 0800-983-609
SwedenSweden Toll Free: 020-791-743 / Local: (10) +46-101992444
SwitzerlandSwitzerland Toll Free, Mobile Enabled: 0800-802-544 / Zurich: +41-435082007
NetherlandsUnited Kingdom Toll Free: 0-808-134-9962 / Local: 0330 808 0085

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

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.
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.