Important Support Notice
For Open-E JovianDSS, there are three types of technical support levels offered either by Open-E's partners or directly by the Open-E Support Team.
- Each system comes with technical support (at least Standard Technical Support for 1 or 3 years)
- Support price per year based on chosen service and storage capacity level
Form of Support |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|
| Yes | Yes | Yes | |
| Phone | Yes | Yes | Yes |
| Software Major Updates | Yes | Yes | Yes |
| Small Updates 1 | No | Yes | Yes |
| Remote sessions 2 | No | Yes | Yes |
| Dedicated 24/7 phone | No | No | Yes |
Availability |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|
| During business hours | Yes - unlimited incidents | Yes - unlimited incidents | Yes - unlimited incidents |
| After business hours | No | No | Yes - up to 5 incidents 3 |
Response time |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|
| Severity 1 4 | 8 hours | 4 hours | 4 hours |
| Severity 2 5 | Next business day | 8 hours | 8 hours |
| Severity 3 6 | Up to 48 hours | Next business day | Next business day |
Price |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|
| Base & renewal | |||
| Up to 16TB |
1 year
EUR
360.00
USD
340.00
3 years
EUR
880.00
USD
800.00
|
1 year
EUR
720.00
USD
850.00
3 years
EUR
1 720.00
USD
2 070.00
|
1 year
EUR
1 450.00
USD
1 680.00
3 years
EUR
3 480.00
USD
4 030.00
|
| From 20TB to 128TB |
1 year
EUR
740.00
USD
670.00
3 years
EUR
1 740.00
USD
1 600.00
|
1 year
EUR
1 460.00
USD
1 680.00
3 years
EUR
3 510.00
USD
4 030.00
|
1 year
EUR
2 880.00
USD
3 370.00
3 years
EUR
6 920.00
USD
8 090.00
|
| From 132TB to 512TB |
1 year
EUR
1 410.00
USD
1 290.00
3 years
EUR
3 370.00
USD
3 060.00
|
1 year
EUR
2 780.00
USD
3 210.00
3 years
EUR
6 690.00
USD
7 700.00
|
1 year
EUR
5 530.00
USD
6 400.00
3 years
EUR
13 220.00
USD
15 350.00
|
| 516TB and more |
1 year
EUR
2 950.00
USD
2 680.00
3 years
EUR
7 100.00
USD
6 440.00
|
1 year
EUR
5 830.00
USD
6 730.00
3 years
EUR
14 000.00
USD
16 120.00
|
1 year
EUR
11 540.00
USD
13 430.00
3 years
EUR
27 710.00
USD
32 230.00
|
| Upgrade | |||
| Applies to all capacities |
The upgrade cost is determined by the time remaining on your current support plan. Upgrading only changes the type of support received, not the duration. |
||
Price |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|
| Reinstatement | |||
| Up to 16TB |
1 year
EUR
740.00
USD
670.00
|
1 year
EUR
1 430.00
USD
1 720.00
|
1 year
EUR
2 890.00
USD
3 370.00
|
| From 20TB to 128TB |
1 year
EUR
1 460.00
USD
1 330.00
|
1 year
EUR
2 920.00
USD
3 370.00
|
1 year
EUR
5 760.00
USD
6 740.00
|
| From 132TB to 512TB |
1 year
EUR
2 810.00
USD
2 550.00
|
1 year
EUR
5 580.00
USD
5 830.00
|
1 year
EUR
11 020.00
USD
12 790.00
|
| 516TB and more |
1 year
EUR
5 910.00
USD
5 360.00
|
1 year
EUR
11 680.00
USD
13 430.00
|
1 year
EUR
23 100.00
USD
26 870.00
|
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.
You can only get the Per Incident 24/7 Support if you have supported software version of Open-E JovianDSS (we support the current version and one version prior). Please note that the Per Incident 24/7 Support does not entitle you to get the software updates.
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.
Form of Support |
Per Incident 24/7 Support |
|---|---|
| Dedicated 24/7 phone |
Response time |
Per Incident 24/7 Support |
|---|---|
| Severity 1 only 4 |
Within 4 hours after contacting support line |
Price |
Per Incident 24/7 Support |
|---|---|
| Single node |
USD
1 005.00
*
|
| Cluster |
USD
2 010.00
*
|
Additional Information
Forms of support
1 Small updates: Priority access to driver updates, fixes, and add-ons delivered between major software updates.
2 Remote session: Open-E Engineers access your server remotely to fix issues.
Availability
3 24/7 Support: The dedicated 24-hour technical assistance number allows for the reporting of up to 5 incidents per support year. Once the support ticket is received, we will respond within 4 hours. However, unlimited tickets can still be reported using other forms of support (email, phone, ticket request system). These regular tickets are resolved only during business hours. It’s up to the client to decide how important the ticket is and what reporting tool should be used.
Severity levels
4 Severity 1 examples of issues:
- No access to the data (iSCSI, FC or NAS Volumes)
- System crash
5 Severity 2 examples of issues:
- Installed a new hardware device and is not recognized by Open-E JovianDSS or Open-E DSS V7
- Changes to the replication for the volume source data did not failover properly but data is intact
6 Severity 3 examples of issues:
- Questions related to Open-E JovianDSS or Open-E DSS V7 software functionalities
- Questions related to hardware compatibility
- All Pre-Sales questions
Note! Open-E support addresses Severity Level 1 as highest priority. Normally Open-E's response time is 1-2 hours after receiving an e-mail or phone ticket. Please note that during high call volumes, the response time may extended. We appreciate your understanding and patience as we work diligently to address your concerns.
Per Incident 24/7 Support
Reporting an issue
When reaching out to us, please ensure you have the following information ready:
- name,
- phone number,
- email 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/registration/
Note! 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.
Cancellation of an issue
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.
Per Incident 24/7 Support Call Center phone number
To report an issue, call the following phone number: +1 (877) 572 5134
Save time by checking our online resources. You might find a quick solution to your issue in our Knowledge Base: kb.open-e.com.
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