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TrueNAS™ Support Ticket Processing: Software, Hardware, and RMA

Contact iXsystems directly to open all TrueNAS support tickets. This can be done using these methods:

Bronze & Silver Support (6:00 AM – 6:00 PM Pacific Time)

The iXsystems TrueNAS Support team is available to customers with Silver and Bronze Support coverage from 6:00 AM to 6:00 PM Pacific Time, Monday through Friday. Calls that take place before or after these hours will be answered by an answering service with prompts to leave a message. A team member will return your call the following business day during normal business hours.1

Gold Support (24×7):

Customers with Gold Support coverage can use the above numbers or email address at any time for any S1 issues. Refer to the Service Level and Response charts on the final page of this document for details on coverage and response times.

Once the Ticket is Filed:
A ticket will be logged into the iXsystems support system and a technical service representative will respond within the time specified in the SLA (Gold, Silver, Bronze). Upon logging a call, you will receive a ticket number which will also act as the RMA number if needed for replacement components. Use this case number at any time to gather the status of the ticket from our staff or log on to the online portal at support.ixsystems.com.

  1. Our Support Team will perform troubleshooting and diagnostics to provide indicators of the appropriate actions required to resolve the issue or to identify hardware component failure.2

    If a hardware component is completely inoperable due to field failure, our staff will address the case as an RMA and assist with the required replacement.

  2. Your designated iXsystems Support contact will inform you regularly of the progress of open support tickets and RMAs. Updates can also be obtained any time via the online ticketing system. Telephone calls will be used for priority issues and printed reports can be faxed or emailed as requested.

1 After-hours support from iXsystems is only available with a Gold & Silver Support Level contract. To upgrade your support level, contact your sales representative.

2 Support does not include assistance with data recovery, system administration, network issues, non-iXsystems provided hardware, or unsupported configurations.

iXsystems will provide warranty services based upon the type and duration of the service you have purchased. Under the terms of the warranty, the client has the responsibility to install and maintain their equipment in an area that offers a safe working environment. Scope of coverage provides coverage for all components within the system from manufacturer’s defect for the warranty period. Excluded from warranty coverage are acts of God (electrical storm, flood, etc.), acts of war or terrorism, and negligence by the client.

 

Service Contract Coverage and SLA

TrueNAS Unified Storage Arrays have one of the following Service Contract options (Gold, Silver, or Bronze), available from one to five years. A TrueNAS array will revert to Basic Support in the event of a lapsed contract.
 
  Gold Silver Bronze Warranty
Software Help Desk 24×7 12×51, 7
12×51 Limited5
Hardware Support

4 Hour

On-Site Support & Repair2

Next Business Day6
On-Site Support & Repair
Advance Parts Replacement Return to Depot
Remote Deployment Assistance (60 days) Yes Yes Yes No
On-Site Hardware Spares Kit Included Optional Optional Optional
Proactive Support & System Monitoring Yes Yes No No
Advanced Hardware Replacement3, 8
Delivered the next business day
and/or Saturday.6
Delivered the next business day.6 Delivered the next business day.6 No
After Hour Maintenance/Upgrade Assistance By appointment4 By appointment4 No No
Online Support Portal and Knowledge base Yes Yes Yes Yes
Software Updates Yes Yes Yes Yes

 

Software Help Desk Support Response Levels (SLA)1,5

  Gold Silver Bronze Warranty
S1: Not serving data or severe performance
degradation, critically disrupting business.
Response within 2 hours, 24×7 Help Desk Support Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 Email support (Next business day) for S1 and S2 intermittent faults only
S2: Performance degradation in production or
intermittent faults.
Response within 4 hours, 24×7 Help Desk Support Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 Email support (Next business day) for S1 and S2 intermittent faults only
S3: Issue or defect causing minimal impact. Email Response within 4 hours, 6:00 AM to 6:00 PM Pacific Time1 Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 Email Response within 4 hours, 6:00 AM to6:00 PM Pacific Time (M-F)1 No support available.
S4: Request for information or administrative
requests.1
Next business day response. Next business day response. Next business day response. No support available.

 

Supported Platforms

Model Gold Silver Bronze Warranty
M-series Available Available Available 3-Year Included
X-series Available Available Available 3-Year Included
FNC Not Available Available Available 3-Year Included
Mini Not Available Not Available Available 1-Year Included. SW Warranty requires registration

 

Support Pricing: TrueNAS™ Mini Series

Model 3-Year Silver 3-Year Bronze 3-Year Warranty Warranty
Mini E, E+ Not Available $299 $149 1-Year Included. SW Warranty requires registration.
Mini X, X+ Not Available $399 $199 1-Year Included. SW Warranty requires registration.
Mini XL+ Not Available $599 $299 1-Year Included. SW Warranty requires registration.

 

Footnotes:

  1. Business hours: 6:00 AM to 6:00 PM 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 12:00 PM Pacific Time, Monday – Friday, excluding holidays.
  4. Appointments must be made a minimum of 48 hours in advance.
  5. Software Support is only available for post-RELEASE software and does not include jails or plugins, without prior agreement with iXsystems.
  6. International customers may not get next business day parts replacement due to shipping and customs clearance.
  7. Silver International issues have access to phone support in customer’s local business hours for S1 issues only all lower severity issues must call phone support during normal iX Business Hours.
  8. International Next Business Day Advanced Parts Replacement is for EU customers only. Replacement part(s) must be identified by 12:00 PM GMT +2, Monday – Friday, excluding holidays.

 

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)

 

Support Coverage Levels Warranty
12×5 Business Hour (PST) Help Desk for Hardware Support (Phone, Email) Yes
24×7 HelpDesk for Hardware Support Optional
Advance Hardware Replacement: iXsystems will ship replacement component(s) in advance of receiving defective part(s). Yes*
On-Site Hardware Support & Repair (12×5 PST and 24×7) Optional
On-Site Spares (Availability of individual parts or entire kit on site for quick replacement) Optional
Online Support Portal Access: knowledge base, user guide, and other relevant documentation Yes

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.
Support Coverage Levels Warranty
12×5 Business Hour (PST) Help Desk for Hardware Support (Phone, Email) Yes
12×5 Business Hour (PST) Help Desk Support for Software Issues (Phone & Email) No
24×7 HelpDesk for Hardware Support Optional
24×7 Help Desk for Pre-Planned Support Assistance/Upgrades Occurring After Business Hours No
Advance Hardware Replacement: iXsystems will ship replacement component(s) in advance of receiving defective part(s). Yes*
On-Site Hardware Support & Repair (12×5 PST and 24×7) Optional
On-Site Spares (Availability of individual parts or entire kit on site for quick replacement) Optional
Online Support Portal Access: knowledge base, user guide, and other relevant documentation Yes
Software Updates: Access to software updates covering major, minor, and maintenance releases Yes

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.

Warranty, Service, and Support Coverage

All iXsystems fully-configured rackmount servers and storage devices are warranted to be free of defects in materials and workmanship for a period of one to three years from the original date of shipment. Extended warranties are available, often up to 5 years.

There is no onsite service component of the standard warranty; however, it is available as a warranty upgrade. There are several onsite program options available ranging from next business day response during business hours to 4 hour onsite, 24 hours per day, 7 days per week. There is also an option to extend your telephone technical support to 24×7. Your iXsystems Account Executive can quote rates for all extended support options.

All warranty events are handled directly by iXsystems, to include, but not limited to, all technical support, all repair part shipments, and all factory repairs.

Support Procedure

Should there be a problem with a product you purchased from iXsystems, please review information available on the iXsystems Support Portal, http://ixsystems.com/support. There is never a charge for covered technical support events within our normal hours of business. Except as otherwise stated herein, if you are unable to resolve a problem with an iXsystems product, contact us toll-free from within the USA at 1–855-473-7449, or at 408-943-4100 for telephone assistance between the hours of 9:00 am to 5:00 pm Pacific time, Monday through Friday.

The procedure to initiate a warranty event is to contact iXsystems Technical Support, toll-free at 855-GREP-4-IX (855-473-7449) Option 2 from 9:00 am to 5:00 pm Pacific time, Monday through Friday. A Support Ticket will be opened and a Support Ticket assigned. You may also initiate your own Support Ticket at any time by submitting a support request at https://support.ixsystems.com/. The ensuing conversation and troubleshooting will determine the required action to restore the device to operability as quickly as possible. The chosen action will be initiated immediately.

Returning Products to iXsystems (RMA)

During the full period of the warranty, components or an entire server may be returned to iXsystems for repair. When an item is being returned for repair, credit, or refund, a Return Merchandise Authorization (RMA) number must first be obtained by contacting iXsystems. iXsystems RMA numbers are valid for 30 days after the date of issuance. The RMA number(s) must be prominently displayed on the shipping label of any box containing returned goods (it will already be present on shipping labels provided by iXsystems). Please do not mark directly on the box itself. Any product returned without an RMA number, incomplete and/or not in resellable condition, or with an RMA number over 30 days old, may be refused.

Advance Replacement: for component replacements, iXsystems will issue a prepaid shipping label along with the replacement component(s) 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 issued for the full cost of the replacement component. Advance Replacement RMA times are variable and subject to inventory on-hand. If an SLA is required, extended warranty services can be provided for “Overnight Parts Replacement” or spares kits may be purchased. Advance replacement is not standard with the FreeNAS Mini.

For RMAs requiring the shipment of an entire system, defective product(s) must be shipped back to iXsystems in their original or equivalent packaging to avoid damage or delays. The shipment must also be insured or the owner accepts the risk of loss or damage during shipment. In some cases, iXsystems will offer prepaid shipping labels for the item’s return, at its sole discretion. 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, back up 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.

We reserve the right to repair or replace the defective product under warranty as we see appropriate. We reserve the right to employ refurbished and/or recertified components in the performance of our warranty.

Warranty Limitations

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; accessories or parts that are not installed in the iXsystems factory. We cannot warrant that any product that you acquire will meet your individual requirements. We cannot warrant the uninterrupted, or error-free operation of a product.

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 the use of parts and components not supplied by iXsystems.

Warranty Extensions

Warranties can be extended on iXsystems hardware up to 7 years at the point of purchase. Warranty extensions may be available for purchase after the time of sale but can only be guaranteed at the point of purchase due to the variability of component availability after purchase. If a warranty is extended after a lapse in warranty, a lapsed warranty fee is charged along with the prorated amount for the portion of the warranty that had lapsed. Warranty extensions after a lapsed warranty are also subject to a 21 day holding period before a service ticket can be opened.

Billable Repair Warranty

All repairs performed by iXsystems at its facility on a billable basis outside the scope of a system warranty are warranted for a period of 90 days from the date of the repair. If such repair is performed on a system having a remaining iXsystems warranty in excess of 90 days, the overall system warranty is not affected.

Non-iXsystems Products

The manufacturer, supplier, or publisher of any products other than integrated complete computer and storage systems with the iXsystems brand logo is responsible for providing any service or support for those products.

Overall Warranty Disclaimer

iXSYSTEMS DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES WITH RESPECT TO THE PRODUCTS, WHETHER EXPRESSED, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

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:

  1. Business hours: 6:00AM to 6:00PM Pacific Time, Monday – Friday, excluding holidays.
  2. 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.
  3. Email requests for TrueCommand trials is available via truecommand-sales@ixsystems.com

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.

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