Professional Hardware Support
Advanced Parts Replacement Program
iXsystems is pleased to offer our Advanced Parts Replacement Program. This program is designed for customers who require next business day parts replacement for the duration of the warranty. With this upgrade service you are assured next-business day parts replacement if the component is in stock. You do not have to pre-ship the defective part back to our warehouse before iXsystems will ship out the replacement part.
Next Business Day On-Site
iXsystems is pleased to offer our Next-Business Day On-Site Support Program. This program is designed for customers who require next day parts and onsite tech support. iXsystems, leveraging its more than 10,000 US service depots can provide next business day parts (based on availability), and an onsite technician to perform hardware replacement.
24x7 Next Day On-Site
iXsystems is pleased to offer our 24x7 Next Day On-Site Support Program. This program is designed for customers who require next day parts and onsite tech support, 24x7. iXsystems, leveraging its more than 10,000 US service depots, will provide next day replacement parts (based on availability) and an onsite technician to perform hardware replacement.
Support Programs Conditions
Upgraded Warranty Options are available in the Continental United States only.
Service Response Time - To ensure next-day service, iXsystems Support must receive support requests by 12:00 noon PST. In addition, customers must be within 50 miles of an authorized service center. For all other cases, response times may vary.
Service Hours - An on-site technician will service your site between 8:00 a.m. and 5:00 p.m. in your time zone. Depending on parts and labor availability, extended service hours may be arranged at an additional cost. On-site service is not available during the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, day after Thanksgiving Day, Christmas Eve, Christmas Day, and New Year's Eve
Limitations - iXsystems Next-Business-Day and 24x7 On-Site Service package is designed to enhance rather than replace the existing iXsystems Limited Warranty. As such, on-site service will not cover issues caused by the following conditions:
- Operator error, including improper handling and neglect
- Power surges, lightning damage, or other acts of nature
- Ancillary system/cabling issues (i.e. building cabling, phone lines, defective backup systems, etc.)
- Need for preventive maintenance
Technical Support
iXsystems understands the importance of our customer's Internet operations. You can reach our support team by dialing or emailing us at:
Phone: (408) 943-4100
Email: support@iXsystems.com
1st Level Support
iXsystems Level one support team is the first point of contact. Technical Support Engineers are responsible for call handling, triage, problem characterization, documentation into the call tracking system and resolution of basic problems involving hardware failure, supported operating system installation, and frequently-asked questions (FAQs).
2nd Level Support
iXsystems level two support team is assigned by product type and are responsible for problem solving and escalation to our hardware service partner, if necessary. They work together with our partners through lab-based simulation, difficult problem resolution, or defect correction.
3rd Level Support
iXsystems level three support team work together with our partners to fix complex failures, and enacting engineering level changes to permanently resolve any issues in released products.
