Support Terms & Conditions

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 when you need help ASAP. That’s why our team of technical engineers is here for you - ready to provide solutions.

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.

 

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Open‑E´s Technical Support Terms & Conditions


Product must be entitled for technical support

Only fully paid Open-E products within the described time period are entitled to 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 to 1 year of free Basic Support, but the product must be first registered and activated.
  • Open-E DSS V7 SOHO is not entitled to free support.

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 for 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 preferred method of communication.

Trial versions of Open-E software

We recommend that you fully test the latest Open-E JovianDSS or Open-E DSS V7 Trial to make sure that your system requirements 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 when an Open-E support engineer is testing or using the Trial version to sustain a critical issue. Trial versions are not allowed to obtain support by themselves.

Small updates

We provide Small Updates for new software drivers that are released and tested in order to support your system's 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.

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, when addressing an incident, the Open-E support team may ask you to update the current version of your Open-E product to help you with 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/technical-support/products-archive/

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

The reason for EOL Open-E products are unable to obtain support lies in the fact that drivers can be outdated for the latest hardware components today. This is why we are unable to provide the latest drivers. 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.

Waiting Time

Please be aware that your ticket will be automatically closed within two weeks in case we receive no communication from you.

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 Open-E Support.

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

Source Code Disclaimer

Due to the fact that we do not develop certain parts of the source code but are 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 find a solution for 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".

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 the highest priority. The Severity Levels and examples are listed below.
 

Response time Standard Support Premium Support 24/7 Support Per incident
Severity 1 1 8 hours 4 hours 4 hours 4 hours
Severity 2 2 Next business day 8 hours 8 hours N/A
Severity 3 3 Up to 48 hours Next business day Next business day N/A
 
References

1 Severity 1 examples of issues: No access to the data (iSCSI, FC or NAS Volumes); System crash.

2 Severity 2 examples of issues: Installed a new hardware device that 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.

3 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.

Geographical Division


 
Response time Covered by Time Exclusions
North and South America 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

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