Support phone number for
Standard & premium support
EU: +49 (89) 800 777 16
US: +1 (678) 666 2880
Support phone number for
24/7 & PER INCIDENT 24/7 SUPPORT
EU & US: +1 (877) 572 5134
All of Open-E’s support products are outlined below. If you are not sure which support product to choose, or if you want to find out more, please
contact us.
Basic Support | Standard Support | Premium Support | 24/7 Support | Per Incident 24/7 Support | |
---|---|---|---|---|---|
Support forms | |||||
Form of Support |
Email
Software Major Updates
|
Email
Phone
Software Major Updates
|
Email
Phone
Remote
sessions ? Open-E Engineers access your server remotely to fix issues
Software Major Updates
Small
updates ? Priority access to driver updates, fixes, and add-ons delivered between major software updates
|
Email
Phone
Remote
sessions ? Open-E Engineers access your server remotely to fix issues
Software Major Updates
Small
updates ? Priority access to driver updates, fixes, and add-ons delivered between major software updates
Dedicated
24/7 phone |
Dedicated
24/7 phone |
Availability | Business hours | Business hours | Business hours | 24/7 | 24/7 |
Response time | |||||
Severity 1 ? | 8 hours | 8 hours | 4 hours | 4 hours | 4 hours after contacting support line |
Severity 2 ? | Up to 48 hours | Next business day | 8 hours | 8 hours | Not available |
Severity 3 ? | Up to 48 hours | Up to 48 hours | Next business day | Next business day | Not available |
Pricing Change Currency to: EUR | |||||
Upgrade ? |
1st year: FREE* 3 years:
USD 590.00
|
1 year:
USD 560.00
3 years:
USD 1 320.00
|
1 year:
USD 730.00
3 years:
USD 1 780.00
|
1 year:
USD 2 710.00
3 years:
USD 6 500.00
|
Single node:
USD 1 005.00
per incident **
1005.00
Cluster:
USD 2 010.00
per incident **
2010.00
|
Renewal ? |
1 year:
USD 370.00
3 years:
USD 890.00
|
1 year:
USD 560.00
3 years:
USD 1 320.00
|
1 year:
USD 730.00
3 years:
USD 1 780.00
|
1 year:
USD 2 710.00
3 years:
USD 6 500.00
|
|
Reinstatement ? |
1 year:
USD 740.00
3 years:
USD 1 200.00
|
1 year:
USD 1 120.00
3 years:
USD 1 780.00
|
1 year:
USD 1 470.00
3 years:
USD 2 340.00
|
1 year:
USD 5 410.00
3 years:
USD 8 640.00
|
|
Basic Support | Standard Support | Premium Support | 24/7 Support | Per Incident 24/7 Support | |
Buy now | Buy now | Buy now | Buy now |
Buy now
Save time by checking our Forum and Knowledge Base. You might find a quick solution to your issue there:
Per Incident 24/7 Support is a fee-based service exclusively applicable to Open-E products, utilizing a pay-per-incident support model. This support is available 24/7, encompassing weekdays, weekends, and holidays. The Per Incident 24/7 Support Pricing:
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.
Reporting an issue
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 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 |
* Not applicable to the Open-E DSS V7 SOHO
** Per Incident 24/7 Support is charged in US Dollars regardless of your geographical location.
Severity time refers to time after submitting a support ticket or contacting support line, depending on support contact form options.