iX Customer Support
Open Tickets and Review
Ticket History
International Numbers
| Country | Domestic Number | Full International Number |
|---|---|---|
| Australia (Melbourne) | 03-9071-1887 | +61-3-9071-1887 |
| Austria (Mobile) | 0670-3080046 | +43-670-3080046 |
| Germany | 0800-1808922 | +49-800-1808922 |
| Hong Kong (National) | 5803-1725 | +852-5803-1725 |
| India (Mumbai) | 022-7127-9242 | +91-22-7127-9242 |
| Malaysia (Kuala Lumpur) | 03-2706-0199 | +60-3-2706-0199 |
| Mexico (Mexico City) | 55-8526-3448 | +52-55-8526-3448 |
| Netherlands (Amsterdam) | 031-20-225-4811 | +31-20-225-4811 |
| Norway (Oslo) | 23-50-37-11 | +47-23-50-37-11 |
| South Africa (Johannesburg) | 010-534-8900 | +27-10-534-8900 |
| Sweden (Stockholm) | 08-124-004-05 | +46-8-124-004-05 |
| UK (London) | 020-7099-5444 | +44-20-7099-5444 |
TrueCommand Help Desk Support Response Levels (SLA)
| Licensed TrueCommand with Support | Free TrueCommand License (Limited to 50 Drives) | |
|---|---|---|
| S1: Not serving data or severe performance degradation, critically disrupting business. | Not Applicable to TrueCommand | Community Support Only |
| S2: Performance degradation in production or intermittent faults. | 12×5 Help Desk Support.1 Email Response within 2 hours. |
Community Support Only |
| S3: Issue or defect causing minimal impact. | 12×5 Help Desk Support.1 Email Response within 4 hours. |
Community Support Only |
| S4: Request for information or administrative requests.2 | Next business day response via email. | Email iXsystems for trial setup and licences3 |
Footnotes:
- Business hours: 6:00AM to 6:00PM Pacific Time, Monday – Friday, excluding holidays.
- Users are responsible for setting up the TrueCommand VM in their infrastructure using the available TrueCommand User Guide. A license key for TrueCommand will be provided after that setup is completed.
- Email requests for TrueCommand trials is available via truecommand-sales@ixsystems.com