Technical support comparison

Our support products are outlined below in a comparison-table. If you're not sure of your support plan, or you wish to find out more, please Contact Us

Basic Support Standard Support Premium Support 24/7 Support
Time frame 1 or 3 years 1 or 3 years 1 or 3 years 1 or 3 years
Form of Support mail
Submit a support ticket from your User Portal to receive E-Mail support
phone
Submit a support ticket from your User Portal to receive Phone support
mail
Submit a support ticket from your User Portal to receive E-Mail support
phone
Submit a support ticket from your User Portal to receive Phone support
mail
Submit a support ticket from your User Portal to receive E-Mail support
phone
Submit a support ticket from your User Portal to receive Phone support
mail
Submit a support ticket from your User Portal to receive E-Mail support
phone
Contact the 24/7 Phone +1 (877) 572-5134 for urgent support
Supported Products All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number.
Support via Email checked checked checked checked
Support via Phone US:
+1 (678) 666-2880
EMEA:
+49 (89) 800777-16
US:
+1 (678) 666-2880
EMEA:
+49 (89) 800777-16
US:
+1 (678) 666-2880
EMEA:
+49 (89) 800777-16
24/7:
+1 (877) 572-5134
Forums checked checked checked checked
Knowledge Base checked checked checked checked
Product Updates checked checked checked checked
Remote Support checked checked
Small Updates checked checked
Available 24 hours per 7 days checked
Severity 1 ? 8 hours after submitting a support ticket 8 hours after submitting a support ticket 4 hours after submitting a support ticket 4 hours after submitting a support ticket or contacting support line
Severity 2 ? Up to 48 hours or more after submitting a support ticket Next business day after submitting a support ticket 8 hours after submitting a support ticket 8 hours after submitting a support ticket or contacting support line
Severity 3 ? Up to 48 hours or more after submitting a support ticket Up to 48 hours or more after submitting a support ticket Next business day after submitting a support ticket Next business day after submitting a support ticket or contacting support line
Upgrade ? 1st year:
FREE*
3 years:
USD 355.00  
1 year:
USD 335.00  
3 years:
USD 795.00  
1 year:
USD 440.00  
3 years:
USD 1 060.00  
1 year:
USD 1 620.00  
3 years:
USD 3 885.00  
Renewal ? 1 year:
USD 225.00  
3 years:
USD 530.00  
1 year:
USD 335.00  
3 years:
USD 795.00  
1 year:
USD 440.00  
3 years:
USD 1 055.00  
1 year:
USD 1 620.00  
3 years:
USD 3 885.00  
Reinstatement ? 1 year:
USD 445.00  
3 years:
USD 710.00  
1 year:
USD 665.00  
3 years:
USD 1 060.00  
1 year:
USD 880.00  
3 years:
USD 1 410.00  
1 year:
USD 3 235.00  
3 years:
USD 5 175.00  
Change Currency to: EUR

* Not applicable to the Open-E DSS V7 Lite and V6 Lite

Support for Open-E JovianDSS is provided by Open-E’s selected partners only. For details please click here or contact your partner.



Per incident Support
Time frame Single incident
Form of support phone
Contact the 24/7 Phone +1 (877) 572-5134 for urgent support
24/7: +1 (877) 572-5134
Supported products All products that are not EOL products. Per Serial Number.
Reaction time 4 hours after contacting support line
Supported forms checked
Forums
checked
Knowledge Base
checked
Product Updates
checked
Remote Support
checked
Small Updates
checked
Available 24 hours per 7 days
Price Single Incident:
USD 838.00