Support

Tintri Customer Service offers world-class service to help customers fully leverage the value of their Tintri investment. Tintri’s trained technical support staff and online tools are available 24x7x365 to meet the needs of today’s enterprise IT departments, with next-business-day and four-hour on-site support plan options. Tintri Customer Service is available to help customers and partners quickly and easily use, manage and troubleshoot Tintri products.


Enterprise Customer Support and Service

Today’s enterprise IT departments face heavy demands, and Tintri’s Customer Service team is ready to assist. Our trained staff of experienced storage and VM professionals has completed countless hours of internal and external training, and know how to quickly bring issues to resolution. The Tintri Technical Services, Engineering and Quality Assurance teams work closely to resolve issues and improve the product using customer feedback. We are here to listen and build a long-lasting partnership. If you are ever dissatisfied or have any questions let us know, we’ll work with you to fix the problem.

Online Support Web Portal

Tintri provides a wide variety of online support materials that will answer most questions. Through the Tintri Support Portal, customers have access to:

  • System registration
  • Support case creation, updates and file uploads
  • Access to software releases and updates
  • Access to, release notes, white papers and service bulletins
  • Access to knowledgebase documents

Support Plans

Support beyond the basic hardware warranty requires an active support plan. Tintri’s support levels allow customers to choose a plan to fit their specific requirements, IT needs and business goals. Customers can easily adjust support levels as business grows and evolves. For additional details, please review the plans at: http://www.tintri.com/support/schedule.

Level

Hardware

Availability

Downloads

Gold

*Next business day proactive parts replacement and field engineer

24x7x365: Web, phone, email

All software releases and updates

Platinum

Up to four-hour on-site proactive parts replacement and field engineer

24x7x365: Web, phone, email

All software releases and updates

*Cutoff is 3:00 PM Local time

 

Technical Support Severity Levels and Support Response Objectives (SRO)

All cases are prioritized according to their impact on the customer, and based on industry-standard definitions. Four levels are offered—Severity 1 (S1) through Severity 4 (S4)—with S1 being the most urgent. During troubleshooting, priority can be either upgraded or downgraded.

Severity 1: Critical
This is a severe problem that prevents the customer or workgroup from performing critical business functions.
Severity 2: High
At this level, the customer or workgroup is able to perform the job function, but performance is degraded or severely limited.
Severity 3: Medium
At medium-priority, the customer or workgroup performance or job function is largely unaffected.
Severity 4: Informational
This service level has minimal system impact, and usually amounts to feature requests and other noncritical questions.

Severity

Gold SRO

Platinum SRO

S1

2 hours

1 hours

S2

4 hours

2 hours

S3

16 hours

8 hours

S4

24 hours

12 hours

Escalation Notifications

Escalations are high-impact, high-visibility issues that are either classified as Severity 1 or Severity 2. When these issues arise, Tintri’s systematic communication process throughout the case lifecycle ensures proper resources are assigned to work toward resolution. Customers with an active support contract can request an escalation through the support portal http://support.tintri.com or by calling 1-855-4-TINTRI (1-855-484-6874), option 2.

Time from
accepting case

Support Management

Engineering Management

Executive Staff

1 Hour

 

 

4 Hours

8 Hours

Daily

 

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