This page relates to our legacy software, which is no longer supported. Explore the advantages of Open-E JovianDSS.
Form of Support |
Basic Support |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|---|
| Yes | Yes | Yes | Yes | |
| Phone | No | Yes | Yes | Yes |
| Software Major Updates | Yes | Yes | Yes | Yes |
| Small Updates 1 | No | No | Yes | Yes |
| Remote sessions 2 | No | No | Yes | Yes |
| Dedicated 24/7 phone | No | No | No | Yes |
Availability |
Basic Support |
Standard Support |
Premium Support |
24/7 Support |
|---|---|---|---|---|
| During business hours | Yes - unlimited incidents | Yes - unlimited incidents | Yes - unlimited incidents | Yes - unlimited incidents |
| After business hours | No | No | No | Yes - up to 5 incidents 3 |
Additional Information
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
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 email or phone ticket. Please note that during high call volumes, the response time may be extended. We appreciate your understanding and patience as we work diligently to address your concerns.