Are you wondering which alerts generate a support case with Nutanix Support and whom Nutanix contacts when a case is generated?
There is a particular subset of alerts that have been identified as being important, so action can be taken on them. These alerts are called Alert cases.
When the cluster is under a current support contract, alert cases are generated. Alert cases are handled by Nutanix Support, who reach out to the primary Support Contact (also referred to as the break/fix contact) associated with the node or cluster in question. For customers with a third-party providing front-line support, it is normal to have a representative from that company listed as the primary Support Contact.
Most of the alert cases are created with a P4 priority level, which has a target response time of 24 hours. NodeDegraded and NodeAvgLoadAboveThreshold are created with a P2 priority level, which has a target response time of two hours.
To know which alerts generate cases, and how to change the contact and parts shipment address check this article KB 1959.