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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:
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iXsystems delivers three levels of support:
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.
RETURN MATERIAL AUTHORIZATION
Please contact the
Support Department at iXsystems to obtain a Return Merchandise
Authorization (RMA) number. RMA numbers can also be requested by
filling out an RMA Request .
Whether the request is for repair, exchange or return for credit,
RMA numbers will be void if iXsystems has not received defective
merchandise within 15 days after a RMA number is issued. Any
merchandise returned without a RMA number will be refused. iXsystems
reserves the right to return any product un-repaired, without
notification, if the customer ships a product to the iXsystems RMA
department without original parts installed by iXsystems. The RMA
number is valid only for those items that have been listed originally
on the request form. Walk-in customers without pre-issued RMA numbers
will not be served. Walk-in RMA's can be delivered to the iXsystems
warehouse Monday through Friday from 9am-5pm. Customer should ship defective product to iXsystems in their
original or equivalent packaging, with the RMA form filled out, prepay
shipping charges and insure the shipment or accept the risk of loss or
damage during shipment. iXsystems reserves the right to refuse any
package or return said package unopened that does not have a valid RMA
number clearly visible on the shipping label. In the case of advanced
replacement, the defective part must be returned to iXsystems,
postage-paid, within 10 days of receipt of the replacement or a charge
will be billed for the replacement cost of the component. | 
