Open-E JovianDSS Support Options

When purchasing the Open-E JovianDSS license, you can choose the technical support plan that will most match your company's needs. Below you can learn about each plan possible and compare.

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Important Support Notice

For Open-E JovianDSS, there are three types of technical support levels offered either by Open-E's partners or directly by the Open-E Support Team.

  • Each system comes with technical support (at least Standard Technical Support for 1 or 3 years)
  • Support price per year based on chosen service and storage capacity level
Form of Support
Standard Support
Premium Support
24/7 Support
E-mail Yes Yes Yes
Phone Yes Yes Yes
Software Major Updates Yes Yes Yes
Small Updates 1 No Yes Yes
Remote sessions 2 No Yes Yes
Dedicated 24/7 phone No No Yes
Availability
Standard Support
Premium Support
24/7 Support
During business hours Yes - unlimited incidents Yes - unlimited incidents Yes - unlimited incidents
After business hours No No Yes - up to 5 incidents 3
Response time
Standard Support
Premium Support
24/7 Support
Severity 1 4 8 hours 4 hours 4 hours
Severity 2 5 Next business day 8 hours 8 hours
Severity 3 6 Up to 48 hours Next business day Next business day
Price
Standard Support
Premium Support
24/7 Support
Base & renewal
Up to 16TB
1 year USD 340.00 EUR 330.00
3 years USD 800.00 EUR 800.00
1 year USD 850.00 EUR 650.00
3 years USD 2 070.00 EUR 1 560.00
1 year USD 1 680.00 EUR 1 320.00
3 years USD 4 030.00 EUR 3 160.00
From 20TB to 128TB
1 year USD 670.00 EUR 670.00
3 years USD 1 600.00 EUR 1 580.00
1 year USD 1 680.00 EUR 1 330.00
3 years USD 4 030.00 EUR 3 190.00
1 year USD 3 370.00 EUR 2 620.00
3 years USD 8 090.00 EUR 6 290.00
From 132TB to 512TB
1 year USD 1 290.00 EUR 1 280.00
3 years USD 3 060.00 EUR 3 060.00
1 year USD 3 210.00 EUR 2 530.00
3 years USD 7 700.00 EUR 6 080.00
1 year USD 6 400.00 EUR 5 030.00
3 years USD 15 350.00 EUR 12 020.00
516TB and more
1 year USD 2 680.00 EUR 2 680.00
3 years USD 6 440.00 EUR 6 450.00
1 year USD 6 730.00 EUR 5 300.00
3 years USD 16 120.00 EUR 12 730.00
1 year USD 13 430.00 EUR 10 490.00
3 years USD 32 230.00 EUR 25 190.00
Base: Each Open-E JovianDSS is purchased with a Technical Support Plan.
Renewal: Renewing extends the duration of your support plan. This can be done at any point in time as long as you have an active support plan. The support level can be changed each renewal
Upgrade
Applies to all capacities

The upgrade cost is determined by the time remaining on your current support plan. Upgrading only changes the type of support received, not the duration.

Upgrade: Upgrading increases the level of support plan. This can be done at any point in time as long as you have an active support plan.
Price
Standard Support
Premium Support
24/7 Support
Reinstatement
Up to 16TB
1 year USD 670.00 EUR 670.00
1 year USD 1 720.00 EUR 1 300.00
1 year USD 3 370.00 EUR 2 630.00
From 20TB to 128TB
1 year USD 1 330.00 EUR 1 330.00
1 year USD 3 370.00 EUR 2 650.00
1 year USD 6 740.00 EUR 5 240.00
From 132TB to 512TB
1 year USD 2 550.00 EUR 2 550.00
1 year USD 5 830.00 EUR 5 070.00
1 year USD 12 790.00 EUR 10 020.00
516TB and more
1 year USD 5 360.00 EUR 5 370.00
1 year USD 13 430.00 EUR 10 620.00
1 year USD 26 870.00 EUR 21 000.00
Reinstatement: Reinstatement starts a new support plan after existing support for a product has expired. The support level can be changed with each reinstatement.

Per Incident 24/7 Support


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 allows you to receive technical assistance for a single incident.

You can only get the Per Incident 24/7 Support if you have supported software version of Open-E JovianDSS (we support the current version and one version prior). Please note that the Per Incident 24/7 Support does not entitle you 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.

Form of Support
Per Incident 24/7 Support
Dedicated 24/7 phone
Response time
Per Incident 24/7 Support
Severity 1 only 4 Within 4 hours
after contacting support line
Price
Per Incident 24/7 Support
Single node
USD 1 005.00 *
Cluster
USD 2 010.00 *
* Per Incident 24/7 Support is charged in US Dollars regardless of your geographical location

Additional Information


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 e-mail or phone ticket. Please note that during high call volumes, the response time may 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.

Cancellation of an issue

Cancellations must be done immediately or within 15 minutes of placing the call to the Per Incident 24/7 Support Call Center. The customer is solely responsible for contacting the Per Incident 24/7 Support Call Center directly 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

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Find the Exact License for Your Storage Setup


This calculator helps you to find the exact license required for your storage setup with Open-E JovianDSS, based on your individual specification.
Enter the configuration of your choice into the calculator and generate a PDF report.
 

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