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IntelliFlash Support

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

Phone

For Sev 1 and Sev 2 reports, please call your local support representative for assistance.

Email

For all other inquiries, please email us.

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:

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