IntelliFlash Support & Services
DDN, Tintri, and all of our subsidiaries are taking the COVID-19 health situation extremely seriously. We are proactively implementing appropriate actions worldwide in full cooperation and support of various local authorities and Government entities.
The good news in these very difficult times is that we are open for business, our diagnostic and support capabilities remain intact, and our teams are fully engaged to address and solve all of our customers’ needs. Moreover, DDN’s global support team is also fully operational and available to support our customers worldwide, 24 hours a day and 7 days a week.
Specific to the DDN/Tintri Services & Support organization, the vast majority of our support staff has been and continues to work remotely from home, which isolates them from daily commutes and from the spread of COVID-19 in an office setting.
In addition, we are working very closely and rigorously assessing maximum protection plans with our partners who provide on-site Field Engineering (FE), and with the transportation companies who deliver replacement parts to our customers and partners.
In summary, DDN and Tintri along with and our global support organizations worldwide remain fully operational and fully supportive of our customers’ needs. We will provide updates as they become available.
Respectfully,
Alex Bouzari CEO, DDN and Tintri
Open Support Case
International Support Contacts
| Country | Phone Number |
| UK Toll Free: | 0808-234-2044 |
| Australia Toll Free: | 1800-937-949 |
| Belgium Toll Free: | 0800-261-89 |
| Germany Toll Free: | 0800-184-4300 |
| India Toll Free: | 000-800-050 1527 |
| Netherlands Toll Free: | 0800-022-7749 |
| Switzerland Toll Free: | 0800-554-337 |
Severity Levels and Support Level Agreements (SLA)
Tintri prioritizes all cases according to their impact on the customer and based on industry-standard definitions.
- SLA measured to initial technical engagement.
- During troubleshooting, priority can be either upgraded or downgrade
Escalation Procedure
Escalations are high-impact, high-visibility issues we classify as Severity 1 or Severity 2.
Customers with an active support contract can request an escalation by calling 1-855-4-TINTRI (1-855-484-6874), option 2, or outside of North America, at the following numbers:
| Country | Phone Number | Country | Phone Number |
| Australia | 1-800-793-385 | Netherlands | (+)31-858880300 |
| Belgium | (+)32-78480321 | Norway | 800-17-366 |
| China | 400-120-3149 | Philippines | 800-1-116-1204 |
| Denmark | (+)45-69918109 | Portugal | 800-180-113 |
| Finland | 0800-915-908 | Russian Federation | 8-800-100-9431 |
| France | 0805-080261 | Singapore | 800-130-2126 |
| Germany | 0800-100-4715 | South Africa | (+)27-875502285 |
| Hong Kong | 800-906-185 | South Korea | 003-0813-2776 |
| India | 000-800-100-7094 | Spain | (+)34-518880087 |
| Ireland | 1-800-904-123 | Sweden | (+)46-770791819 |
| Italy | (+)39-199241408 | Switzerland | 0800-848-831 |
| Japan | 0800-111-9510 | Taiwan | 00801-14-7056 |
| Kazakhstan | 8-800-333-4231 | United Kingdom | 0-808-134-9912 |
| Malaysia | 1-800-814-478 |
When requesting an escalation ask for the Support Duty Manager and a member of our support management team will respond, to provide the assistance you require.
Tintri IntelliFlash Product and Services Terms and Conditions
The IntelliFlash Products and Services purchased or received by your company or other entity are subject to the terms and conditions below:
