FAQ

What if I have encountered a "BUG"?

Open-E Support will provide the best effort to address your case that is considered a "BUG" and where our product is not functioning as stated in the manual. Open-E will addressed the specific issue and provide any means to resolve this by providing a small update or workaround until the next release. All BUG fixes will be addressed only for Open-E JovianDSS or DSS V7 and for the most current release or the next new release to be scheduled.


Does Open-E provide on-site Technical Support?

Open-E does not provide on-site Support and is not part of our support program. Open-E uses a secure, customer-initiated remote support tool for providing effective troubleshooting should it be required. The Open-E support team will guide you through this process to effectively address your issue remotely. This requires a scheduled time frame and is called Remote Support Service (RSS). The Remote Support Service is for all paid Open-E JovianDSS or DSS V7 support products but not for EOL or Free SOHO products. The Remote Support Service technician will guide you on the procedures to effectively allow our engineers to access your Open-E product to assist on the effective problem you are experiencing. If your organization will not allow access via our RSS connection to your system then we are not liable for the support product that you have selected and we are not in violation of our agreement.


My support license expired a couple of months ago. Which should I choose - Upgrade, Renewal or Reinstatement?

When your support license is no longer valid, you should choose Reinstatements.


I have Standard Support. If I upgrade to Premium Support, will I be able to obtain a discount for the difference?

You are always entitled to upgrade from your current support product to any higher support. Support upgrades are available at a special price and we strongly recommend reviewing all of our available support products before purchasing. Once you have selected a support option you will not be able downgrade it.


Currently I have Premium Support, but if I need Per Incident 24/7 Support can I still purchase this or will my existing support prevent me from gaining Per Incident 24/7 Support?

You can always use Per Incident 24/7 Support anytime after business hours, weekends and National Holidays with any of the Open-E Support products.


If I have Basic Support, can I upgrade it at any time to the Standard Support and then later purchase Premium Support?

If you have Basic Support, you can always upgrade to the next level of support at any time.


If I purchase a Support product for my Open-E JovianDSS or DSS V7 and then purchase another Open-E JovianDSS or DSS V7, can I transfer my support to the new Serial Number?

No, you cannot transfer your existing support to another Open-E JovianDSS or DSS V7 Serial Number.


Is there a time frame in which I must make a support purchase decision?

No, you can purchase a support product at any time for Open-E JovianDSS or DSS V7.


If I don't use all of my 5 urgent incidents with my 1 year 24/7 Support for the year, can I roll them over to my next purchase of 1 year 24/7 Support?

No, this is due to the fact that we offer 24/7 Per Incident Support.


I have just purchased my 1 year 24/7 Support product. Can I submit regular non-urgent tickets and not have them count as a one of my 5 incidents?

Yes, you can. They will be treated as Premium regular tickets and will not take away from your 5 incidents.


I am using the iSCSI Auto Failover and I have 1 year 24/7 Support, but only for my primary server and not for my secondary server. Can I get support for my secondary server if I need to call support after business hours?

No. When there is no 1 year 24/7 Support assigned to your secondary server we cannot help you due to liability reasons. Additionally, the support engineer will be providing extra work on a server that does not have a valid 1 year 24/7 Support.


Is there an upgrade product from Standard Support to the 1 year 24/7 Support?

Yes. If you have Basic, Standard or Premium Support products, you can still purchase the upgrade 1 year 24/7 Support and it will be valid for one year from the time your current support was activated.