Nagios Support Forum

Hi Team,

We are in the process of purchasing the license of Nagios XI enterprise version, However, i just wanted to confirm a few points mentioned below.

1. Does the Nagios support team helps with the initial setup/onboarding of Infra into monitoring and if yes, does it count as a case?
2. Does the Nagios support team helps with the initial Architecture design?
3. Is every support request we raise will be considered as a case or only the ones that involves Nagios Engineers?

could anyone confirm these.

Thank you

Hi @DileepKumar,

Thank you for reaching out. To summarize questions 1 and 2, the Nagios Support team primarily assists with break/fix issues and functionality directly related to the Nagios software itself. Due to the many variables within each customer's environment, Nagios Support does not provide implementation or design services, aside from the documentation we supply.

However, we have a network of global partners who offer professional services and may be able to assist with setup or design efforts. Pricing and services would be discussed directly with the partner. If you would like, we can refer you to your Customer Success Manager, who can help connect you with a suitable partner.

Regarding question 3, every support issue submitted is considered a separate case. If a new, unrelated issue arises, a new case should be opened to ensure proper tracking and resolution.

Additional resources are available in our Knowledge Base here: https://support.nagios.com/kb
For instructions on generating and uploading a diagnostic profile when submitting a case, please review: https://nagios.force.com/support/s/arti ... ic-Profile
Here is also a link to our admin guide which might be helpful: https://assets.nagios.com/downloads/nag ... nistrator/

Please let us know if you have any other questions or concerns.
-Nyi

Hi @DileepKumar,

You are welcome to contact [email protected]. We offer a number of options to help you get up and running, and the sales team can best help you there.

As for support, many customers who have support tickets available post here on the forum for some issues. Sometimes community members are able to offer insight, and Nagios developers also answer posts here. If the issue in question requires deeper troubleshooting on your specific system, that is usually out of scope for forum support, and we would refer you to open a ticket with our support team.

Aaron