#1 Software for Data Storage, Backup & Business Continuity
Select your product
Please select the Open-E Product that you’d like to buy the Support plan for.
If you want to increase the size of your storage space, please log into
your Portal account.
Then select the Open-E Product that you’d like
to buy the Storage Extension for.
Select Open-E JovianDSS Support
NOTE: The support prices listed below are based on storage capacity. During product configuration, the system automatically recalculates the support prices according to the selected storage capacity.
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. Reaction time: 4 business hours, up to 4 hours after submission After-hours
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
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:
- Single node: USD 1 005.00 per incident.
- Cluster: USD 2 010.00 per incident.
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.
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When reaching out to us, please ensure you have the following information ready:
- name
- phone-number
- e-mail 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/register/
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.
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.
To report an issue, call the following phone number: +1 (877) 572 5134
