Your Nasuni Support Case:
What Happens Next
Your case has been received — thanks for reaching out to Nasuni Support. We’ve included this guide, so you know what happens next: when to expect our first response, how to reach us in the meantime, what details help us move faster, and where to find answers on your own any time.
Expert technical support is included with every Nasuni subscription. Your case is now with a globally distributed team of Nasuni support engineers, and the engineer who picks it up will usually own it from start to finish — we try not to hand off your cases or ask you to explain your issue twice.
How to Reach Us
If you’re experiencing a Severity 1 issue, contact us by phone right away.
Global Phone Number
US | International | United Kingdom |
|---|---|---|
+1 888 662 7864 | +1 857 444 8400 | +44 20 8158 3080 |
Germany | Australia | Singapore |
+49 32 223270044 | +61 2 4062 9333 | +65 3105 1370 |
India | China | New Zealand |
+00 08 000 50371 | +86 400 842 7794 | +64 9 888 4052 |
Who You’ll Work With
Our engineers specialize in storage, cloud, networking, virtualization, and Windows and macOS environments. We own your case from start to finish.
What to Expect
SEVERITY | SITUATION | INITIAL RESPONSE |
|---|---|---|
1 | URGENT | 2 hours, 24/7. We remain actively engaged until the issue is resolved. |
2 | HIGH | 2 business hours. Regular progress updates until the issue is resolved. |
3 | IMPORTANT | 4 business hours. Updates as we work toward a resolution. |
Not sure which severity to choose? Select the level that best matches your business impact. If necessary, our support team will adjust the severity after reviewing the case with you.
Support Availability
SEVERITY 1
Phone support is available 24/7/365.
SEVERITY 2 & 3
Support is available via the Nasuni Portal and email from 7:00 PM ET Sunday until 7:00 PM ET Friday. Weekend support is limited to Severity 1 cases.
Help Us Resolve Your Case Faster in the Future
The more information we have, the faster we can begin troubleshooting. If you haven’t already shared these, reply with:
What happened and when it started
How many users are affected
Your Nasuni appliance name and/or serial number
Any error messages or notifications you’ve received and steps you’ve already taken
Self-Service Resources
Available to you at no charge, any time:
Nasuni Portal – https://portal.nasuni.com. The Nasuni Portal is Nasuni’s centralized management platform. Manage your account, appliances, cloud services, software downloads, licensing, users, and administrative settings in one place.
Nasuni Documents – https://docs.nasuni.com. Every guide, release note, API reference, and configuration walkthrough for every Nasuni product. Always current.
Nasuni Community – https://support.nasuni.com. Nasuni customers sharing solutions, best practices, and real-world experience. Search here first — you may find your answer before opening a case.
If You Need to Escalate
If your case isn’t moving fast enough, tell us. Ask your engineer to involve a Support Manager, or email support@nasuni.com with your case number and we’ll ensure the appropriate resources are engaged.
We’ll be in touch shortly with an update on your case. In the meantime, keep this email handy — everything you need to reach us is in it.
- The Nasuni Support Team
Nasuni is a leading unstructured data platform for enterprises where file data is mission-critical for both people and AI. We power the operational file layer where work happens — helping organizations manage, protect, and activate data so teams can work smarter, reduce costs, and operate securely without limits.
Built on a patented architecture that fuses cloud object storage with enterprise file services — including permissions, versioning, and a global namespace — Nasuni delivers high-performance file access, global data availability, and a scalable, governed, AI-ready single source of truth across every major cloud.
Trusted by more than 1,300 enterprises globally, Nasuni helps organizations modernize file infrastructure, strengthen data security, and support AI-driven operations. Learn more at www.nasuni.com.