Support Contact
Fax: 251-277-4895
Nfina Technologies, Inc.
820 S. University Blvd.
STE 4E
Mobile, AL 36609
nfina.com
Pre-Sales Support
Accounting
All Nfina Technologies servers and storage products carry a 5-year warranty and come with 12/5 US based tech support at no additional cost. Optional 4 hour and 24 hour on-site response times are available along with next business day advanced hardware replacement.
Standard Support
Gold Support
Platinum Support
Form of Support
Remote Sessions
Email, Phone, Remote Sessions, Ticketing Portal
Email, Phone, Remote Sessions, Ticketing Portal, Priority Support
Supported Solutions
Servers, NAS
Servers, HCI, SAN, & NAS
Servers, HCI, SAN, & NAS
Hardware Warranty
5 year limited warranty
5 year limited warranty
5 year limited warranty
RMA
Return for Repair
Advanced Hardware Replacement*
Advanced Hardware Replacement*
Software**
NfinaStore Major Updates, Third Party Software Support
NfinaStore Major Updates, NfinaStore Small Updates, Third Party Software Support
NfinaStore Major Updates, NfinaStore Small Updates, Third Party Software Support
Availability
12 / 5 (7AM CT – 7PM CT)
24 / 7
24 / 7
Severity 1 Response
8 hours or NBD
4 hours
4 hours
Severity 2 Response
NBD
8 hours
8 hours
Severity 3 Response
NBD
NBD
NBD
On-Site Response
Paid Per Incident
NBD
4 hours
*
Nfina Technologies customer service department must be contacted for a RMA number before proceeding with an advanced replacement, repair, or return. No items will be accepted without a RMA number. Advanced replacement available on select components.
**
Nfina provides updates and support for software developed by Nfina Technologies (NfinaStore, EdgeStore, NfinaView). Nfina also provides technical support and assistance for third party software (Microsoft, Citrix, etc) which was purchased from Nfina Technologies. If our support team cannot resolve the issue, customer will need to open a support ticket with software vendor to assist with resolution. Support contracts with third party software vendors are still required.
Standard Support requires a separate contract for NfinaStore, Edgestore, and NfinaView software (herein called Nfina Software). Gold and Platinum support packages include Nfina software support. If Gold or Platinum support package was purchased and then not renewed, the hardware will return to standard support at no cost. Nfina software will require a standard software support renewal. If no Nfina software standard support renewal is purchased, any support issues will be treated as paid per incident unless support contract is purchased with a reinstatement fee.
Severity 1
System Crash, System Won’t Boot, No Access to Data
Severity 2
Failed Drive, Fan Issues, New Devices Not Recognized, Workaround Available, Replication Issues, One Controller Not Operational, System Still Functioning
Severity 3
Data questions related to functionalities, compatability, & pre-sales questions
October 2024. Subject to change without notice.
Standard Support
Form of Support
Email, Phone, Remote Sessions
Supported Solutions
Servers, NAS
Hardware Warranty
5 Year Limited Warranty
RMA
Return for Repair
Software**
NfinaStore Major Updates, Third Party Software Support
Availability
12 / 5 (7AM CT – 7PM CT)
Severity 1 Response
8 Hours or NBD
Severity 2 Response
NBD
Severity 3 Response
NBD
On-Site Response
Paid Per Incident
Gold Support
Form of Support
Email, Phone, Remote Sessions, Ticketing Portal
Supported Solutions
Servers, HCI, SAN, & NAS
Hardware Warranty
5 Year Limited Warranty
RMA
Advanced Hardware Replacement*
Software**
NfinaStore Major Updates, NfinaStore Small Updates, Third Party Software Support
Availability
24 / 7
Severity 1 Response
4 Hours
Severity 2 Response
8 Hours
Severity 3 Response
NBD
On-Site Response
NBD
Platinum Support
Form of Support
Email, Phone, Remote Sessions, Ticketing Portal, Priority Support
Supported Solutions
Servers, HCI, SAN, & NAS
Hardware Warranty
5 Year Limited Warranty
RMA
Advanced Hardware Replacement*
Software**
NfinaStore Major Updates, NfinaStore Small Updates, Third Party Software Support
Availability
24 / 7
Severity 1 Response
4 Hours
Severity 2 Response
8 Hours
Severity 3 Response
NBD
On-Site Response
4 Hours
* Nfina Technologies customer service department must be contacted for a RMA number before proceeding with an advanced replacement, repair, or return. No items will be accepted without a RMA number. Advanced replacement available on select components.
** Nfina provides updates and support for software developed by Nfina Technologies (NfinaStore, EdgeStore, NfinaView). Nfina also provides technical support and assistance for third party software (Microsoft, Citrix, etc) which was purchased from Nfina Technologies. If our support team cannot resolve the issue, customer will need to open a support ticket with software vendor to assist with resolution. Support contracts with third party software vendors are still required.
Standard Support requires a separate contract for NfinaStore, Edgestore, and NfinaView software (herein called Nfina Software). Gold and Platinum support packages include Nfina software support. If Gold or Platinum support package was purchased and then not renewed, the hardware will return to standard support at no cost. Nfina software will require a standard software support renewal. If no Nfina software standard support renewal is purchased, any support issues will be treated as paid per incident unless support contract is purchased with a reinstatement fee.
Severity 1 – System Crash, System Won’t Boot, No Access to Data
Severity 2 – Failed Drive, Fan Issues, New Devices Not Recognized, Workaround Available, Replication Issues, One Controller Not Operational, System Still Functioning
Severity 3 – Data questions related to functionalities, compatability, & pre-sales questions
October 2024. Subject to change without notice.