Open-E offers automatic Active-Active NFS Failover for DSS V7, using two nodes in an active-active configuration. The Feature Pack Automatic Active-Active Failover for NFS Volumes can only be purchased for usage with Open-E DSS V7.
Open-E DSS V7 come with FREE 1 year Basic Support. Save 50% when you escalate your support to a higher level (compared to reinstatement prices). Upgrades are only available for active support licenses and are recommended to be purchased with a new product license. Upgrades are available for periods of 1 or 3 years.
Upgrades to any higher level support products are available at any time.
Reinstatements start a new support after existing support for a product expired. Support can be reinstated to any 1 or 3 year support after any period of time your previous support has expired. Reinstatements will be valid for 1 or 3 years (respectively) and start as soon as they will be activated.
Save 50% when you extend the duration of support to a higher level (compared to reinstatement prices). Renewals are only available for active support licenses and for periods of 1 or 3 years.Show details
Basic Support (1 or 3 years) allows you to receive Email assistance regarding your technical issues for your Open-E DSS V7 product. Open-E DSS V7 come with FREE 1 year Basic Support
Reaction time: next business day
Standard Support (1 or 3 years) allows you to receive Email and Phone assistance regarding your technical issues for your Open-E DSS V7 product.
Reaction time: 8 business hours
Premium Support (1 or 3 years) allows you to receive Email and Phone assistance regarding your technical issues for your Open-E DSS V7 product. In addition, you will receive small updates and remote support.
Reaction time: 4 business hours
24/7 Support (1 or 3 years) is available 24 hours all year round and allows you to receive assistance regarding any technical issues for your Open-E DSS V7 product. In addition, you will receive small updates and remote support.
Reaction time: 4 business hours, up to 4 hours after submission after hours, up to 5 incidents per year
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. Reaction time: 4 business hours, up to 4 hours after submission after hours
IMPORTANT: The prices listed above don't include the appropriate VAT of your country.
The After-Hours Support is a Fee-based charge of USD 838.00 for Open-E products only and is a pay per incident support case per Serial Number. The After-Hours Support is provided 24hrs including week days, weekends and holidays.
When contacting the support center please provide all contact information (name, phone number and email address) and the Serial Number of your Open-E product.
The Serial Number can be found from the GUI located in the Help > About page or from your Open-E User Portal.
Additionally, please be ready to provide logs from the GUI, this can be downloaded from Status > Hardware > Logs - then click on the download button.
Make sure that you have registered your Open-E product. If not please refer to link below as this will allow you to access software updates for your module.
Product Registration: www.open-e.com/register/
Once contacting the After-Hours Support representative and providing all information, a support engineer will be located to contact you in regards to your issue. In some instances during high call volumes this can take up to 4 hours to respond from the time of receiving your call.
Cancellations must be done immediately or 15 minutes after making the call to the After Hours call center. It is the sole responsibility of the customer to call the After Hours call center to cancel the order not Open-E or the Support Engineer. If the cancellation was not completed as stated above within the 15 minute time frame the order will be processed without refund.
After-hours Support: +1 (877) 572-5134
Your incident may already have a resolution, please search our Forum and Knowledge Base from the links below:
Knowledge Base: kb.open-e.com
IMPORTANT NOTE: Pricing for Per Incident 24/7 Support is provided in US$ only, pricing in other currencies is not available. Charges for Per Incident 24/7 Support must be paid by credit card prior to support being given. Customer is responsible for foreign exchange charges and any other charges. It is the responsibility of the customer to calculate, report and remit appropriate taxes to their tax authority.