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 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 Support | |
---|---|---|---|---|---|
Support forms | |||||
Form of Support |
![]() |
![]() ![]() |
![]() ![]() ![]() sessions ? Open-E Engineers access your server remotely to fix issues
![]() updates ? Custom-made updates for specific issues
|
![]() ![]() ![]() sessions ? Open-E Engineers access your server remotely to fix issues
![]() updates ? Custom-made updates for specific issues
![]() 24/7 phone |
![]() updates ? Custom-made updates for specific issues
![]() 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 540.00
|
1 year:
USD 510.00
3 years:
USD 1 200.00
|
1 year:
USD 660.00
3 years:
USD 1 620.00
|
1 year:
USD 2 460.00
3 years:
USD 5 910.00
|
USD 913.00
per incident913.00
|
Renewal ? |
1 year:
USD 340.00
3 years:
USD 810.00
|
1 year:
USD 510.00
3 years:
USD 1 200.00
|
1 year:
USD 660.00
3 years:
USD 1 620.00
|
1 year:
USD 2 460.00
3 years:
USD 5 910.00
|
|
Reinstatement ? |
1 year:
USD 670.00
3 years:
USD 1 090.00
|
1 year:
USD 1 020.00
3 years:
USD 1 620.00
|
1 year:
USD 1 340.00
3 years:
USD 2 130.00
|
1 year:
USD 4 920.00
3 years:
USD 7 850.00
|
|
Basic Support | Standard Support | Premium Support | 24/7 Support | Per incident Support | |
Buy now | Buy now | Buy now | Buy now |
Buy now
The After-Hours Support is a Fee-based charge of USD 913.00 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.
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. 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
|
* Not applicable to the Open-E DSS V7 SOHO
Severity time refers to time after submitting a support ticket or contacting support line, depending on support contact form options.