Support

iXsystems is committed to industry superior service and support. When you purchase from iXsystems, you are entering a long-term relationship with iXsystems and our customer service team.

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iXsystems hardware products come with a three year, Return-to-Depot, limited warranty. Our limited warranty includes 30-day operating system installation and configuration technical support on the originally tested and installed operating system (these terms do not apply to the FreeNAS Mini).

You may choose to upgrade your warranty and system support by purchasing one of our one to three year Warranty Upgrade programs. Our Warranty Upgrade programs will provide you with next business day parts replacement for the duration of the product warranty. In addition, iXsystems offers you Next Business Day Onsite or 24x7 Next Day Onsite support programs. The onsite support programs are one to three year service contracts providing you with next day parts (based on stock and availability), and on-site technicians to replace the defective hardware during business hours.

Our Warranty Upgrade programs are available in the continental United States only. For those customers who are self-proficient, we extend our per incident tech support service.

Rock-solid Hardware Support

iXsystems servers, desktops, and laptops all come standard with amazing hardware support and warranty options. Our hardware replacement program allows customers to request new server hardware before they've even returned the old hardware.

Expert Software Support

The iXsystems team consists of contributors and developers to the FreeBSD, PC-BSD®, and FreeNAS® projects. Our support team is deeply connected to these communities and to the open source community as a whole. iXsystems keeps informed and present in the community to better the open source world and to provide better services to our customers.

View Hardware Warranty

TrueNAS Standard Warranty

TrueNAS Unified appliances come with the following warranties. No additional purchase required.

  • 3-Year Hardware Warranty : Defective hardware component replacement0
  • Software Updates: Software updates are provided for three years
  • 30-Day Deployment Assistance : For 30 days, iXsystems will provide email assistance configuring and deploying the unit
Enhanced Support Coverage Levels Standard Bronze Silver Gold
         
8x5 Business Hour Help Desk Support for All Issues (Phone & Email)¹ No Yes Yes Yes
24x7 HelpDesk Support for P12 Issues (Phone)1 No No No Yes
24x7 Help Desk for P22 Issues (Phone)1 No No No Yes
24x7 Help Desk for Pre-Planned Support Assistance/Upgrades Occurring After Business Hours5 No No Yes Yes
Advanced Hardware Replacement – iXsystems will ship replacement storage controller/component(s) in advance of receiving defective part(s). No Delivered the next business day4 Delivered the next business day4 Delivered the next business day and/or Saturday4
On-Site Hardware Support & Repair No No Yes, NBD Yes, Within 4 hours5
On-Site Spares Option – Availability of individual parts or entire kit on site for quick replacement Optional Optional Optional Included
Online Support Portal Access Access to quickstart guide, user guide, and other relevant documentation Yes Yes Yes Yes
Software Updates – Access to software updates covering major, minor, and maintenance releases Yes Yes Yes Yes

Footnotes:

0. Defective parts must be received at iXsystems before replacement components are shipped.
1: Support Level Agreement (SLA):
P1²: Telephone response in 1 hour or less with immediate escalation to Engineering
P2²: Response in 2 business hours or less P3²: Response in 8 business hours or less
P4²: Next business day response (Monday through Friday)
2. Issue severity levels defined as:
P1: Not serving data or severe performance degradation, critically impacting business
P2: Performance degradation, intermittent software faults, or network degradation
P3: Issue or defect causing minimal business impact
P4: Request for information; administrative requests
3: Appointments must be made a minimum of 48 hours in advance
4. Replacement parts must be identified by 3:00 PM PST
5. 4-Hour On-site Parts Replacement Service time begins when root cause analysis is complete

FreeNAS Standard Warranty

FreeNAS Unified appliances come with the following warranties. No additional purchase required. 3-Year Hardware Warranty : Defective hardware component replacement Software Updates: Software updates are provided for three years

Enhanced Support Coverage Levels Standard Warranty Optional Support
8x5 Business Hour Help Desk Support for All Issues (Phone & Email)¹ No Yes
24x7 HelpDesk Support for P1² Issues (Phone)¹ No No
24x7 Help Desk for P2² Issues (Phone)¹ No No
24x7 Help Desk for Pre-Planned Support Assistance/Upgrades Occurring After Business Hours No No
Advanced Hardware Replacement iXsystems will ship replacement storage controller/component(s) in advance of receiving defective part(s). No No
On-Site Hardware Support & Repair Optional Optional
On-Site Spares Option Availability of individual parts or entire kit on site for quick replacement Optional Optional
Online Support Portal Access Access to quickstart guide, user guide, and other relevant documentation Or entire kit Yes
Software Updates Access to software updates covering major, minor, and maintenance releases Yes Yes

Footnotes:

1: Support Level Agreement (SLA):
P1²: Telephone response in 3 business hours or less
P2²: Response in 6 business hours or less
P3²: Response in 8 business hours or less
P4²: Next business day response (Monday through Friday)
2: Issue severity levels defined as:
P1: Not serving data or severe performance degradation, critically impacting business
P2: Performance degradation, intermittent software faults, or network degradation
P3: Issue or defect causing minimal business impact
P4: Request for information; administrative requests
3: Software Support for the FreeNAS Mini is limited to 6 support incidents per year