General Information

Our products are designed to help you get the most out of your data storage software and to provide you with peace of mind. We know how important good support is, especially you need help ASAP. That’s why our team of technical engineers is here for you - ready to provide solutions.

Requirements to receive Open-E´s Technical Support

1. Product registration is essential

All Open-E products must be registered before applying for technical support (free or paid).
You can register your product by clicking the link below.
https://www.open-e.com/support/product-registration/


2. Product must be entitled for technical support

Only fully paid Open-E products, within the described time period, are entitled for technical support.

For example:

  • Open-E JovianDSS must be registered and activated, and you need a valid support license.
  • Open-E DSS V7 is entitled for 1 year free Basic Support, but the product must be first registered and activated.
  • Open-E DSS V7 SOHO is not entitled for free support.

3. Only current releases are supported

We support the current release and one release prior to the current full release of all Open-E products. However, in addressing an incident, the Open-E support team may require that you update to the current version of your Open-E product to fully assist you on your support inquiry. Product updates are included for all support products.

EOL (End of Life) products are not entitled for technical support

Please, check if your product is EOL in our product archive:
https://www.open-e.com/support/products-archive/

If you have an EOL product, and you wish to upgrade to latest version please contact us pre-sales@open-e.com or purchase directly from https://www.open-e.com/store/

The reason for EOL Open-E products not able to obtain support is due to the fact that drivers can be outdated for the most recent hardware today and we cannot provide the latest drivers for reasons of software incapability. Open-E does not create the drivers only the manufacturer does. We just install them for proper functional usage. For more details please refer to our: Open-E’s Product End-of-Life Policy.


4. Obtaining a support Ticket is a must

Email and Phone support is only available when you have submitted your entry using your User Portal. Next, click on the Technical Support tab to start the process - this will ensure that you have received a support ticket via email to be able to contact an engineer. This provides the best method to the support engineer and the customer to resolve your support inquiry. When contacting support via email and or phone please provide your name, telephone number(s), email address and the preferred method of communication.



Severity levels and response times

Normally Open-E's response time is 1-2 hours after receiving an e-mail or phone ticket.


Open-E support addresses Severity Level 1 as highest priority. The Severity Levels and examples are listed below.

SeverityExamples of issuesResponse time
BasicStandardPremium24/7
Support
Per
incident
Severity 1
  • No access to the data (iSCSI, FC or NAS Volumes)
  • System crash
8 h8 h4 h4 h4 h
Severity 2
  • Installed a new hardware device which is not recognized by Open-E JovianDSS or DSS V7
  • Changes to the replication for the volume source data did not failover properly but data is intact
Up to
48 h
Up to
24 h*
8 h8 hN/A
Severity 3
  • Questions related to Open-E JovianDSS or DSS V7 functionalities
  • Questions related to hardware compatibility
  • All Pre-Sales questions
Up to
48 h
Up to
48 h
24 h*24 h*N/A

*Next business day

Geographical division

Territory Covered by Time Exclusions
North and South
American
American Support Team 9AM EST - 5PM PST
(East and West Coast Time Zones)
Weekends and USA public holidays
Europe, Asia, Africa
and Australia
EMEA Support Team 9:00 - 17:00
(German Time)
Weekends and German public holidays

Important notes


1. Other free sources for Open-E Technical Support:


2. Trial versions of Open-E software:

We recommend that you fully test the latest Open-E JovianDSS or DSS V7 Trial to make sure that your system needs are met and understand the features and options that interact with your successful results. The Trial versions can be downloaded directly from your User or Partner Portal. Trial versions are only given support in when an Open-E support engineer is testing or using the Trial version to sustain a critical issue. Trial versions by themselves are not allowed to obtain support.


3. Small updates:

We provide Small Updates for new software drivers that are released and tested in order to support your systems hardware. We can only provide new drivers that are only GPL approved and in some cases we cannot provide full support if we do not have the hardware device in our labs to test and verify.

Small Updates are provided to resolve technical issues related to new drivers or other to support the hardware or software to resolve an issue.

Not all updates can be done due to the fact that they have not been tested or are not GPL approved drivers and cannot be provided until then. All certified hardware by Open-E is listed on our website from the following links:

Open-E JovianDSS Certified Servers

Open-E DSS V7 Certified Servers

There are times when updates can take time to test in our QA department, please understand that this can take more than a few days and is difficult to provide an exact date as to the completion of the update, though every effort will be made with the utmost expediency.


4. RSS - Remote Support Services:

Remote Support Services are scheduled with an Open-E Tier 2 support engineer to resolve incidents that are associated with the Open-E software only. All issues that are not related to the Open-E software are not covered by this or any other Open-E Support products.


5. Hardware Compatibility:

All tested and certified hardware by Open-E is listed on our Hardware Compatibility Lists:

Open-E JovianDSS Hardware Compatibility List

Open-E DSS V7 Hardware Compatibility List


6. Source Code Disclaimer:

Due to the fact that we do not develop certain parts of the source code but is integrated with the Open-E products, we are not in control of the updates or unknown issues that have not yet been encountered due to the fact that it is open source. Though this is very rare, we need to disclose this information. In the event that a technical issue appears with the services based on that code, we may not be able to solve the issue ourselves. Open-E will make every effort to work with the open source developers to work on a solution on behalf of the customer. Please keep in mind that we cannot guarantee a solution to be resolved with an exact estimated time but know that we historically work with the community to expedite this quickly. In the event that we discover that this is the case for your issue you will receive a notice of the following: "Your ticket has an issue related to the source code of "AAA" we will need additional time".