Support
Do you need support from iXsystems?
Click here for the iX™ Support Portal
You can contact us at any time by email:
truenas@holstein-it-solutions.de
Or call us.
Tel: 04822 30 35 210.
You can reach iX-Systems using the following contact information:
Bronze and Silver Support (6:00 AM – 6:00 PM Pacific Time)
Support Portal: http://support.ixsystems.com
Phone: (855) 473-7449 or (408) 943-4100 × 203
The iXsystems TrueNAS support team is available to Silver and Bronze Support customers Monday through Friday from 6:00 AM to 6:00 PM Pacific Time. Calls placed before or after these hours will be answered by an answering machine with a prompt to leave a message. A team member will respond to your request the following business day during our business hours. (1a)
Gold Support (24×7):
24×7: (855) 473-7449
After hours: (855) 499-5131
Email: 24×7@ixsystems.com
Support Portal: support.ixsystems.com
Customers with Gold Support coverage can use the numbers or email addresses above for S1 issues at any time.
For more information on coverage and response times, see the Service Level and Response charts on this page.
Once the ticket is submitted:
A ticket is logged into the iXsystems support system and a technical support representative will respond within the time specified in the SLA (Gold, Silver, Bronze). When you log a call, you will be given a ticket number, which also acts as an RMA number for replacement components if needed. Use this case number at any time to get the status of the ticket from our staff or log into the online portal at support.ixsystems.com.
1. Our support team will perform troubleshooting and diagnostics to provide indicators of the appropriate actions to resolve the issue or identify hardware component failures.(2a) If a hardware component is completely non-functional due to a faulty failure, our staff will treat the case as an RMA and assist with the required replacement.
2. Your designated iXsystems support contact will provide you with regular updates on the progress of open support tickets and RMAs. Updates can also be accessed at any time through the online ticket system. Phone calls will be used for priority issues and printed reports can be faxed or emailed as needed.
(1a) iXsystems after-hours support is only available with a Gold & Silver Support Level contract. Contact your sales representative to upgrade your support level.
(2a) Support does not include assistance with data recovery, system administration, network issues, non-iXsystems provided hardware, or unsupported configurations.
iXsystems provides warranty services based on the type and duration of the service level you purchased. Under the warranty, the customer is responsible for installing and maintaining their equipment in an area that provides a safe working environment. The scope covers all components in the system during the warranty period from the manufacturer’s defect. Excluded from warranty coverage are acts of God (thunderstorms, floods, etc.), acts of war or terrorism, and customer negligence.
Platform support
Scope of the service contract and SLA
Software helpdesk support and response times
Footnotes:
1. Business hours: Monday through Friday, excluding holidays, 6:00 a.m. to 6:00 p.m. Pacific Time.
2. 4-hour onsite replacement of parts Service time begins when root cause analysis is complete and parts are onsite.
3. Replacement parts must be identified by 12:00 p.m. Pacific Time Monday, Friday, excluding holidays.
4. Appointments must be scheduled at least 48 hours in advance.
5. Software support is only available for post-RELEASE software and does not include jails or plugins without prior arrangement with iXsystems.
6. International customers may not receive next business day replacement of parts due to shipping and customs clearance.
7. Silver International issues have access to phone support during S1 business hours during customer business hours. Only all lower severity issues will need to call phone support during normal iX business hours.
8. Next International Business Day extended spare parts replacement is for EU customers only. Spare parts must be identified by 12:00 GMT +2 Monday, Friday excluding public holidays.
TrueCommand Helpdesk Support Response Levels (SLA)
| Licensed TrueCommand with support |
Free TrueCommand license (limited to 50 drives) |
|
|---|---|---|
| S1: No data or severe performance degradation, critically disrupting the business. |
Not applicable to TrueCommand |
Community support only |
| S2: Decreased production performance or intermittent errors. | 12×5 helpdesk support. 1 email response within 2 hours. |
Community support only |
| S3: Problem or defect with minimal impact. | 12×5 helpdesk support. 1 email response within 4 hours. |
Community support only |
| S4: Request for information or administrative requests. | Reply by email the next working day. |
Email to iXsystems for test setup and licenses |
Footnotes:
1. Business hours: Monday through Friday from 6:00 a.m. to 6:00 p.m. Pacific Time, excluding holidays.
2. Users are responsible for setting up the TrueCommand VM in their infrastructure using the available TrueCommand User Guide. Upon completion of this setup, a license key for TrueCommand will be provided.
3. Email inquiries for TrueCommand trials are available via truecommand-sales@ixsystems.com
Warranty, Service and Support Coverage
All fully configured iXsystems rackmount servers and storage devices are warranted to be free from defects in materials and workmanship for a period of one to three years from the original shipment date. Extended warranties are available, often up to 5 years.
There is no on-site service component of the standard warranty. However, it is available as a warranty upgrade. Various on-site program options are available, ranging from next business day response during business hours to 4-hour on-site, 24 hours a day, 7 days a week. There is also the option to upgrade your phone to 24/7 technical support. Your iXsystems Account Executive can provide pricing for all extended support options.
All warranty events are handled directly by iXsystems, including but not limited to all technical support, all repair parts shipments, and all factory repairs.
Support Procedures
Should there be a problem with a product you purchased from iXsystems, please refer to the information on the iXsystems Support Portal at http://ixsystems.com/support. There is no charge for covered technical support events during our normal business hours. If you are unable to resolve a problem with an iXsystems product, unless otherwise specified here, please contact us toll-free within the United States at 1–855-473-7449 or 408-943-4100 for telephone assistance between the hours of 9:00 a.m. to 5:00 p.m. Pacific Time, Monday through Friday.
To initiate a warranty event, contact iXsystems Technical Support toll-free at 855-GREP-4-IX (855-473-7449) Option 2, Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time. A support ticket will be opened and assigned. You can also initiate your own support ticket at any time by submitting a support request to https://support.ixsystems.com/. The following conversation and troubleshooting will determine the necessary actions to get the device back up and running as quickly as possible. The chosen action will be initiated immediately.
Returning Products to iXsystems (RMA)
Throughout the warranty period, components or an entire server may be returned to iXsystems for repair. When returning an item for repair, credit, or refund, a Return Merchandise Authorization (RMA) number must first be obtained from iXsystems. iXsystems RMA numbers are valid for 30 days from the date of issue. The RMA number(s) must be clearly marked on the shipping label of a box of returned merchandise (it is already present on the shipping labels provided by iXsystems). Please do not mark directly on the box itself. Products returned with an incomplete and/or non-readable RMA number, or with an RMA number over 30 days old, may be rejected.
Advance Exchange: For component exchanges, iXsystems will issue a prepaid shipping label along with the replacement components so that the defective component can be returned. This shipping label is time limited to 10 days. If parts are not returned within 14 days, an automated invoice will be issued for the full cost of the replacement component. Advance replacement RMA times are variable and subject to inventory. If an SLA is required, extended warranty services can be provided for overnight replacement parts or replacement part kits can be purchased. Early replacement is not standard on the FreeNAS Mini.
For RMAs that require shipping of an entire system, defective products must be returned to iXsystems in their original packaging or equivalent packaging to avoid damage or delays. The shipment must also be insured or the owner assumes risk of loss or damage during shipping. In some cases, iXsystems will offer prepaid shipping labels for returning the item at its discretion. iXsystems will ship the repaired system back to you prepaid if you use a continental U.S. address, if applicable. Shipments to other locations will be picked up freight prepaid.
NOTE: Before returning the products to iXsystems, back up the data on the hard disk drive and any other storage devices in the products. Remove any removable media such as floppy disks, CDs or PC cards. iXsystems assumes no liability for lost data or software.
We reserve the right, at our sole discretion, to repair or replace the defective product under warranty. We reserve the right to use refurbished and/or recertified components to fulfill our warranty.
Payment
Payment for the products listed on an invoice will be made according to the payment terms you have agreed with iXsystems. Unless other payment terms have been agreed, the default will be “Payment Upfront” when an order is placed. You agree to pay as stated on the invoice. Overdue invoices are subject to a late fee of 1.5% per month.
Money Back Guarantee
If for any reason you are not satisfied with the product you purchased from iXsystems, you may return it to iXsystems and receive a credit or refund excluding shipping and handling charges and restocking fees, if applicable. To qualify, you must return the product and any associated reference manuals, media or other related documentation to arrive at iXsystems within 30 calendar days of the original shipment date. Software is not eligible for a money back guarantee. iXsystems reserves the right to charge a 20% restocking fee for returns.
Trade Agreements Act (TAA) Compliance
iXsystems declares that all of its workstations, computers, servers and storage products are in full compliance with the Trade Agreements Act (19 USA & 2501-2581). All iXsystems products are manufactured at our headquarters in San Jose, California, USA.
Ownership of Products
Ownershipment passes to you when the product is shipped Free On Board (FOB) shipping point (Origin). However, IXsystems will retain a purchase money security interest on the product until we receive the amounts due. You agree that we will sign an appropriate document on your behalf so that we can protect our purchase money security interest.
Limitation of Liability
In no event will IXsystems be liable for: (1) any third party claim against you for damages; (2) loss of or damage to your records or data; or (3) any economic consequential damages (including lost profits or savings) or incidental damages, even if we are advised of their possibility.
Trademarks
The iXsystems trademark guidelines can be found here.
All non-iXsystems product names, registered trademarks and trademarks are the property of their respective owners.
General
All of your rights, all of our obligations and all licenses (unless expressly granted) are only in the United States and its territories. Neither party will bring legal action more than one year after the cause of action arises. The laws of the State of California in the United States of America govern this Agreement.
You should retain a copy of your packing list, invoice and shipping label for telephone support, money-back guarantee and limited warranty.
Main Supplier Contracts
Available on request and in some cases supersedes the above terms and conditions.
