TrueNAS^® Unified Storage Arrays come with the following warranties.

Software Help Desk Support Response Levels (SLA)¹

Footnotes:

1. Business hours: 6:00AM to 6:00PM Pacific Time, Monday – Friday, excluding holidays.
2. 4-Hour On-site Parts Replacement Service time begins when root cause analysis is complete, and replacement parts are on-site.
3. Replacement part(s) must be identified by 12:00PM Pacific Time, Monday – Friday, excluding holidays.
4. Appointments must be made a minimum of 48 hours in advance.
5. International customer may not get next business day parts replacement due to shipping and customs clearance.

All Systems include 30 day deployment assistance, and online software updates for the life of the product.

iXsystems Servers Warranty

iX™ Servers come with a come with a 3-Year Standard Limited Hardware Warranty and Advance Parts Replacement of defective hardware components. No additional purchase required.

• Domestic: 3-Year Limited Hardware Warranty w/ 12×5 PST Help Desk and Advance Parts Replacement (subject to component availability)
• International: 3-Year Limited Hardware Warranty w/ 12×5 PST Help Desk and Cross-Ship Parts Replacement
• Deployment Assistance:30-day basic operating system installation technical support on the originally tested and installed operating system (if installed by iX)

Footnote:
* Domestic RMA Policy: Advanced Replacement + Return Shipping Label (time limited to 14 days). Return label is time limited and the faulty part must arrive at iXsystems within 14 days to avoid an automated invoice for the full cost of the replacement part.
* FreeNAS/Server International RMA Policy: Advanced Replacement; customer responsible for returning failed component (no shipping label). Parts must be received by iXsystems within 30 days to avoid an automated invoice for the full cost of the replacement part.

FreeNAS^® Certified Servers Warranty

FreeNAS Certified Servers come with a 3-Year Standard Limited Hardware Warranty and Advance Parts Replacement of defective hardware components. No additional purchase required.

• Software Updates: Software updates are available indefinitely at FreeNAS.org
• Software Support: There is no software support offered for FreeNAS Certified Servers. If Software Support is required, please evaluate the TrueNAS Storage Arrays or utilize the forums on FreeNAS.org.

Footnote:
* Domestic RMA Policy: Advanced Replacement + Return Shipping Label (time limited to 14 days). Return label is time limited and the faulty part must arrive at iXsystems within 14 days to avoid an automated invoice for the full cost of the replacement part.
* FreeNAS/Server International RMA Policy: Advanced Replacement; customer responsible for returning failed component (no shipping label). Parts must be received by iXsystems within 30 days to avoid an automated invoice for the full cost of the replacement part.

FreeNAS Mini Warranty

The FreeNAS Mini comes with a 1 Year Standard Limited Hardware Warranty and Cross-Ship Parts Replacement of defective hardware components. No additional purchase required.

• Software Updates: Software updates are available indefinitely at FreeNAS.org
• Software Support: There is no software support offered for the FreeNAS Mini. If Software Support is required, please utilize the forums on FreeNAS.org

Standard Limited Hardware Warranty

The limited hardware warranty term is one year for the FreeNAS Mini and three years for FreeNAS Certified Servers, iXsystems Servers and TrueNAS. The warranty begins on the date of invoice.

Limited Warranty Coverage

During the three-year period beginning on the invoice date (or 1-year in the case of FreeNAS Mini), iXsystems will repair or replace products covered under this limited warranty that are returned to the iXsystems facility. To request limited warranty service on a system, you must contact iXsystems Support within the limited warranty period. If limited warranty service is required, iXsystems will issue a Return Material Authorization Number (RMA).

Advance Replacement: for component replacements, iXsystems will issue a prepaid shipping label along with the replacement component 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 issues for the full cost of the replacement component. Advance replacement not standard with the FreeNAS Mini.

For entire system RMAs, you must ship the defective products back to iXsystems in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment. iXsystems will return the repaired system to you freight prepaid if you use an address in the continental United States, where applicable. Shipments to other locations will be made freight collect.

NOTE: Before you ship the product(s) to iXsystems, backup the data on the hard-disk drive(s) and any other storage device(s) in the product(s). Remove any removable media, such as diskettes, CDs, or PC Cards. iXsystems does not accept liability for lost data or software.

This limited warranty does not cover damage due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorized by iXsystems, usage not in accordance with product instructions, flash/SSD wear and/or write exhaustion, failure to perform required preventive maintenance, and problems caused by use of parts and components not supplied by iXsystems. Replacement components may be recertified/refurbished or new depending on component availability.

This limited warranty does not cover any items that are in one or more of the following categories: all software; external devices (except as specifically noted on invoice); accessories or parts added to an iXsystems system after the system is shipped from iXsystems; accessories or parts not acquired through iXsystems but added to an iXsystems system by iXsystems Production Department; accessories or parts that are not installed in the iXsystems factory. Power supplies are covered only during the initial one-year period of this limited warranty.

There is a 20% restocking fee for any item returned within 30 days to iXsystems, with all components and original packaging, and in good working condition.

Terms & Conditions

Payment

Payment for the products listed on an invoice is to be made in accordance with the payment terms you have established with iXsystems. Unless other payment terms have been established, those terms will default to “Prepayment” upon placement of the order. You agree to pay as specified on the invoice. Past due invoices are subject to a late charge 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 obtain a credit or refund excluding shipping and handling charges and any restocking fee as appropriate. To qualify, you must return the Product, and any accompanying reference manual, media or other associated documentation so that it arrives at iXsystems within a period of 30 calendar days from the original shipment date to you. Software does not qualify for a money back guarantee. iXsystems reserves the right to charge a 20% restocking fee on returns.

Trade Agreements Act (TAA) Compliance

iXsystems declares that all of its workstations, computers, servers, and storage products are fully compliant with the Trade Agreements Act (19 U.S.C. & 2501-2581). All iXsystems products are manufactured at our headquarters facility in San Jose, California, USA.

Title to Products

Title is transferred to you when product is shipped Free On Board (FOB) shipping point (Origin). However, iXsystems reserves a purchase money security interest in the product until we receive the amounts due. You agree to allow us to sign an appropriate document on your behalf to permit us to protect our purchase money security interest.

Limitation of Liability

Under no circumstances is iXsystems liable for the following: (1) third-party claims against you for damages; (2) loss of, or damage to, your records or data; or (3) economic consequential damages (including lost profits or savings) or incidental damages even if we are informed of their possibility.

Trademarks

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 (except as specifically granted) are valid only in the US and its territories. Neither party will bring legal action more than one year after the cause of the action arose. The laws of the State of California in the United States of America shall govern this Agreement.
You should retain a copy of your packing list, invoice, and shipping label for telephone assistance, money back guarantee and limited warranty purposes.

Master Supplier Agreements

Available upon request and in some cases will supersede the terms above.