Support
Having trouble accessing Frame? Need to file a support ticket? Here you can find support guides for checking the Frame platform status, creating a support case, and more!
Official Frame Support Guide
Platform Status
You can check the status of the Frame Platform service at any time by visiting status.nutanix.com
Since Nutanix operates several Frame platforms, you'll see the status for each one listed on the Status Page. You can also subscribe to email and/or text message updates on scheduled maintenance and other events by clicking on the Subscribe to Updates button at the top right of the page. The status page also features a list of past incidents with timestamps and descriptions for the events.
Contact Support
If you are experiencing issues with your Frame account or simply have a question, it is easy to contact our support team using the support portal. Creating support tickets through the support portal will help to ensure that communications are accurate and reliable, as some issues may require extensive investigation by support personnel. Follow the steps below to create a support case.
Start by logging in to your My Nutanix account. Scroll down to the "Support Portal" tile listed under the "Support and Community" section of your account dashboard and click "Launch."
The Support Portal will launch in a new tab in your browser window. Locate and click on the “Create a New Case” button listed under “My Dashboard.”
Create a new support case with the following information:
Product
Select “Frame” from the drop-down menu.
Subject
Enter a subject relevant to the issue you're experiencing.
Priority
Assign a priority level for your case. Priority levels are explained in more detail below.
Issue
Select an option from the drop-down menu that best describes your issue.
Problem Description
Provide a detailed description of the issue you are experiencing. Include the name of the account and steps for our support team to reproduce the issue.
Additional User Notification
You can add up to three additional email addresses to be notified regarding the case.
Attach Files
Attach any screenshots, documents, or other files that could help our support team get to the bottom of your issue.
Once you have filled out all necessary information, hit Submit in the bottom right corner of the page.
Definitions of Priority Level and Targeted Initial Response
| Priority Level | Description | Target Initial Support Response |
|---|---|---|
| P1 | Emergency: Frame Platform services for a Production Frame account are completely unreachable, affecting all end users of the applications/desktops hosted by that account and/or affecting all administrators of an account. | Within 1 hour. |
| P2 | Critical: Frame Platform services are available but experiencing issues that directly impact productivity. Some (but not all) end-users of an application on a Production account cannot reach the application or desktop, and/or some (but not all) administrators cannot reach the Frame Console. No workaround is available. Major inconvenience. | Within 4 hours. |
| P3 | Normal: Some end user sessions are experiencing degraded performance, and/or some administrator Frame Console features are not functioning as expected. | Next business day (NBD). |
| P4 | Low: Questions about documentation, processes, or procedures. General requests about information. General questions on configuration, setup, application issues, and compatibility. | By the next 2 business days. (N2BD) |
| RFE | Requests for Enhancements: Feature requests for the product that would improve the experience or functionality for the customer. | Within 2 weeks. |
If you would like more information regarding Nutanix SLA response times, please reference the official Frame Support Guide listed above.
Frame Product Release stages
| Release Stage | Readiness | Accessibility | Public Documentation | Support |
|---|---|---|---|---|
| Tech Preview | Ready for qualified Proof of Concept (PoC) deployments. | Requires some assistance or special configuration to enable. | Public documentation is rarely available. | Not Officially Supported - Limited assistance from Nutanix Frame Solutions Architecture & Engineering may be available with no formal SLAs. |
| Early Access (EA) | Ready for pilot deployments. | Self-service. Can be enabled from the UI by most customers. | Public documentation may not be complete or available. | Not Officially Supported - Customers may receive assistance from Nutanix Frame Solutions Architecture & Engineering with no formal SLAs. |
| Generally Available (GA) | Ready for production deployments. | Self-service. Can be enabled from the UI by any customer. | Public documentation is available. | Officially Supported - Support with standard support SLAs. |
| End of Life (EOL) | Cannot be used for any deployment. | May no longer be accessible or usable. | Public documentation may be archived or removed. | Not Supported - No longer supported by Nutanix. |
End of Life Features/components
Once a component or feature has reached End of Life (EOL) status, it will no longer be supported by Nutanix. EOL components or features may be inoperative or completely inaccessible by customers within their Frame tenant. Customers are responsible for ensuring that they discontinue use of these components or features prior to the EOL date.
All End of Life (EOL) dates for key Frame components/features are posted below. EOL dates are subject to change at any time.
Frame Workload Operating Systems
| Operating System | EOL Date |
|---|---|
| Windows Server 2012 R2 | 01/31/2022 |
| CentOS 7 | 01/31/2022 |
| Ubuntu 18.04 | 01/31/2022 |
Frame Components/Features
| Component | Version | Infrastructure | EOL Date |
|---|---|---|---|
| Quick Launch Feature | N/A | N/A | 01/31/2023 |
| Frame Guest Agent | 7.x | N/A | 01/31/2022 |
| Basic Profiles | N/A | AWS | 01/31/2022 |
| Cloud Connector Appliance (CCA) | 2.x | Nutanix AHV | 10/31/2020 |
| Box Cloud Storage Connector | N/A | N/A | 06/30/2022 |
| Dropbox Cloud Storage Connector | N/A | N/A | 06/30/2022 |
| Google Drive Storage Connector | N/A | N/A | 07/31/2022 |
| OneDrive Cloud Storage Connector | N/A | N/A | 07/31/2022 |
Frame App
| Version | Release Date | EOL Date |
|---|---|---|
| 5.2 | 12/15/2020 | 6/30/2021 |
| 5.3 | 12/27/2020 | |
| 5.4 | 1/20/2021 | |
| 5.5 | 2/10/2021 | |
| 5.6 | 3/8/2021 | 9/30/2021 |
| 5.7 | 4/14/2021 | |
| 5.8 | 4/26/2021 | |
| 5.9 | 5/19/2021 | |
| 5.10 | 5/26/2021 | 12/31/2021 |
| 5.11 | 6/14/2021 | |
| 5.12 | 7/4/2021 | |
| 6.0 | 7/28/2021 | 3/31/2022 |
| 6.1 | 8/12/2021 | |
| 6.2 | 8/25/2021 | |
| 6.3 | 9/8/2021 | |
| 6.4 | 9/28/2021 | |
| 6.5 | 10/20/2021 | |
| 6.6 | 11/23/2021 | |
| 6.7 | 12/2/2021 | |
| 6.8 | 12/23/2021 | 6/30/2022 |
| 6.9 | 1/20/2022 | |
| 6.10 | 3/3/2022 | |
| 6.11 | 3/3/2022 | 9/30/2022 |
| 6.12 | 6/16/2022 | 12/31/2022 |
| 6.13 | 9/15/2022 | 3/31/2023 |
| 6.15 | 11/10/2022 | 3/31/2023 |
Frame Streaming Gateway Appliance (SGA)
| SGA Version | EOL Date |
|---|---|
| 2.x | 12/31/2021 |
| 3.0 | 12/31/2021 |
| 3.1 | 03/31/2022 |
| 3.2 | 06/30/2022 |
| 3.3 | 09/30/2022 |
| 3.4 | 06/30/2023 |
Liquidware Driver Versions
| Version | Build | Release Date | EOL Date |
|---|---|---|---|
| 6.8.3 | 7404 | 12/9/2019 | 6/30/2020 |
| 7453 | 5/29/2020 | 12/31/2020 | |
| 7516 | 7/31/2020 | 12/31/2020 | |
| 7541 | 8/25/2020 | 12/31/2020 | |
| 7587 | 10/12/2020 | 6/30/2021 | |
| 7618 | 11/19/2020 | 6/30/2021 | |
| 6.8.4 | 7697 | 2/11/2021 | 9/30/2022 |
| 8088 | 3/4/2022 | TBA |
Frame Guest Agent 7
As you may be aware from our in-product messaging, we released our new Frame VM-to-Frame Control Plane communication service, Frame Guest Agent (FGA) 8, on April 15, 2021. FGA 8 replaces our legacy service, FGA 7, and brings a number of new features as well as enhancements to performance, scalability, stability, and error-handling.
Since this was a major release, we provided our customers with an ample amount of time to test and validate that FGA 8 is compatible with their environments.
FGA 7 was officially designated End-of-Life (EOL) on January 31, 2022. Any Frame Accounts still on FGA 7 may not function with the Frame platform (meaning users will not be able to start sessions).
If you have not already done so, you must upgrade any remaining FGA 7 Accounts to FGA 8 immediately. You can verify if your Account is on FGA 7 by going to Dashboard → Sandbox → Version. If your Sandbox version number (after powering on your Sandbox) shows 7.x.y.z, that means the Account is still utilizing FGA 7.
If you run into any issues or require any assistance with the upgrade process, please create a support case via My Nutanix.