Open-E DSS V7 Support Options

Per Incident, 24/7 Support is available 24 hours, every day of the year, including weekdays, weekends, and holidays. This flexible pay-as-you-go model entitles you to technical assistance only for Severity level 1, ex—no access to the data (iSCSI, FC, or NAS Volumes); System crash.

You can only get the Per Incident 24/7 Support if you have the supported software version of our product (we support the current version and one version prior). Per Incident 24/7 Support is not entitled to get the software updates.

IMPORTANT NOTICE: Pricing for Per Incident 24/7 Support is exclusively quoted in US dollars; rates in other currencies are not offered. Payment for Per Incident 24/7 Support is required via credit card prior to the initiation of support services. The customer bears responsibility for any foreign exchange charges and additional fees. Calculating, reporting, and remitting the applicable taxes to their tax authority is the customer's sole obligation.

Forms of support

¹  Small updates: priority access to driver updates, fixes, and add-ons delivered between major software updates.

²   Remote session: Open-E Engineers access your server remotely to fix issues.

Availability

³  24/7 Support: The dedicated 24-hour technical assistance number allows for the reporting of up to 5 incidents per support year. Once the support ticket is received, we will respond within 4 hours. However, unlimited tickets can still be reported using other forms of support (email, phone, ticket request system). These regular tickets are resolved only during business hours. It’s up to the client to decide how important the ticket is and what reporting tool should be used.

Severity levels

⁴  Severity 1 examples of issues:
- No access to the data (iSCSI, FC, or NAS Volumes)
- System crash

⁵  Severity 2 examples of issues:
- Installed a new hardware device and is not recognized by Open-E JovianDSS or Open-E DSS V7
- Changes to the replication for the volume source data did not failover properly but data is intact

⁶  Severity 3 examples of issues:
- Questions related to Open-E JovianDSS or Open-E DSS V7 software functionalities
- Questions related to hardware compatibility
- All Pre-Sales questions

Note! Open-E support addresses Severity Level 1 as highest priority. Normally Open-E's response time is 1-2 hours after receiving an email or phone ticket. Please note that during high call volumes, the response time may be extended. We appreciate your understanding and patience as we work diligently to address your concerns.

Per Incident 24/7 Support

Reporting an issue

When reaching out to us, please ensure you have the following information ready:
- name,
- phone number,
- email address,
- Serial Number of your Open-E product, which can be located in the GUI on the About page or the Open-E User Portal.

Please be ready to provide logs from the GUI, downloadable from Diagnostics > Logs by clicking the "Download all" button.

Ensure that your Open-E product is registered. If not, please refer to the link below to complete the registration process. This allows you to access software updates for your module. Product Registration: www.open-e.com/registration/

Note! Upon reaching out to our Per Incident 24/7 Support representative and providing all necessary information, a dedicated support engineer will promptly reach out to you regarding your issue. Please note that during periods of high call volumes, the response time may extend up to 4 hours from the moment your call is received. We appreciate your understanding and patience as we work diligently to address your concerns.

Canceling an issue

Cancellations must be made immediately or within 15 minutes of placing the call to the Per Incident 24/7 Support Call Center. The customer is solely responsible for directly contacting the Per Incident 24/7 Support Call Center to cancel the order, and this responsibility does not fall on Open-E or the Support Engineer. Failure to complete the cancellation within the specified 15-minute timeframe will result in the order being processed without a refund.

Per Incident 24/7 Support Call Center phone number

To report an issue, call the following phone number:  +1 (877) 572 5134

Save time by checking our Forum and Knowledge Base. You might find a quick solution to your issue there:
- Forum: forum.open-e.com
- Knowledge Base: kb.open-e.com