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Service and Support Information Sheet

Tintri Global Customer Service

Tintri Customer Service offers world-class service that helps customers fully leverage their Tintri investment. Available 24 hours a day, 365 days a year, Tintri’s technical support staff and online tools boast next-business-day and four-hour on-site support plan options.

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, updates, release notes, and service bulletins
  • Access to white papers and 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 that fits their specific requirements, IT needs and business goals. Customers can easily adjust support levels as their business grows and evolves. 

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)

Tintri prioritizes all cases according to their impact on the customer and based on industry-standard definitions. During troubleshooting, priority can be either upgraded or downgraded. 

Severity Definition Gold SRO Platinum SRO

Severity 1

Critical problem preventing critical business functions.  

2 hours

1 hour

Severity 2

Prohibitive problem severely degrading or limiting performance. 

4 hours

2 hours

Severity 3

Medium problem where performance and job function is largely unaffected. 

16 hours 8 hours
Severity 4

Minimal issue, comprising feature requests and other noncritical questions. 

24 hours 12 hours


Escalation Notifications

Escalations are high-impact, high-visibility issues we classify as Severity 1 or Severity 2. Throughout the escalation lifecycle, Tintri’s systematic communication process assigns 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 or 1-650-209-3900, option 2. 

Time from Accepting Case Support Management Engineering Management Executive Staff

1 hour

*

 

 

4 hours

*

*

*

8 hours

*

*

*

Daily

*

*

*


Contact Tintri Customer Service

Online Support Web Portal 
The Online Support Web Portal is the preferred method of contacting Tintri Customer Services. The portal allows for quicker and more detailed case creation.

Phone
Toll-free: 1-855-4-TINTRI (1-855-484-6874), option 2 Local: +1-650-209-3900, option 2
International: Please visit www.tintri.com/support

Email
support@tintri.com 

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