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Customer Service SLAs

Choose the level of service agreement you need to maintain your availability needs for TrueNAS®, FreeNAS® Certified Servers, and iXsystems® Servers.

All iXsystems TrueNAS, FreeNAS, and server systems come with a standard warranty that can be upgraded in a variety of ways from extension of the warranty duration, extended help desk hours, and/or on-site hardware support up to 24×7 with 4 hour response.

TrueNAS Support Options:

  • Bronze: 12×5 PST Help desk with Next Business Day Advanced Parts Replacement. Ideal for non-critical TrueNAS applications. An on-site hardware spares kit can be purchased.
  • Silver: 12×5 PST Help Desk with Next Business Day Advanced Parts Replacement, Next Business Day On-Site Hardware Support & Repair, and Pre-planned Support Assistance for After-Hour/Weekend Support Assistance or Upgrades (spares kit recommended). Ideal for Business-Critical TrueNAS applications.
  • Gold: 24×7 Help-Desk with 4-hour Onsite Hardware Support & Repair for P1 issues (spares kit included). Ideal for Mission-Critical TrueNAS applications.

TrueNAS Standard Warranty:

  • 3-Year Hardware Warranty: Defective hardware component repair (Return-to-Depot)
  • Software Support: 30 day deployment assistance (email only)
  • Software Updates: Software Updates are provided for lifetime of the appliance

iX™ Servers and FreeNAS Certified Systems Enhanced Support Options:

  • Standard Warranty Extension: from 3 to 5 Years
  • 12×5 PST NBD On-Site: 12×5 PST Help Desk response time with Next Business Day on-site hardware support and repair. An on-site hardware spares kit can be purchased.
  • 24×7 On-Site: 24×7 Help Desk with 4-hour onsite hardware support and repair (spares kit recommended)
  • International On-Site: 24×7 Help Desk with Next Business Day on-site hardware support (spares kit required)

iX™ Servers and FreeNAS Certified Systems Standard Warranty:

  • 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/ Cross-Ship Parts Replacement & 12×5 PST Help Desk
  • Deployment Assistance: 30-day basic operating system installation technical support on the originally tested and installed operating system (if installed by iX)

FreeNAS Mini Enhanced Support Options:

  • Standard Warranty Extension: from 1 to 3 Years
  • 12×5 PST NBD On-Site: 12×5 PST Help Desk response time with Next Business Day on-site hardware support and repair.

FreeNAS Mini Standard Warranty:

  • Domestic: 1-Year Limited Hardware Warranty w/ 12×5 PST Email Help Desk and Cross-Ship Parts Replacement
  • International:1-Year Limited Hardware Warranty w/ Cross-Ship Parts Replacement & Email Help Desk

TrueNAS® Unified Storage Arrays come with the following warranties.

TrueNAS Support Overview [PDF]
 

Gold Silver Bronze Basic
Software Help Desk 24×7 12×51 12×51 No
Hardware Support 4 Hour

On-Site Support & Repair2

Next Business Day5
On-Site Support & Repair
Advance Parts Replacement Return to Depot
On-Site Hardware Spares Kit Included Optional Optional Optional
Proactive Support & System Monitoring Yes Yes No No
Advanced Hardware Replacement3 Delivered the next business day
and/or Saturday.5
Delivered the next business day.5 Delivered the next business day.5 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

Gold Silver Bronze Basic
S1: Not serving data or severe performance
degradation, critically disrupting business.
24×7 Help Desk Support.
Response within 2 hours.
12×5 Help Desk Support.1
Email Response within 1 hour.
12×5 Help Desk Support.1
Email Response within 1 hour.
Hardware Support Only
S2: Performance degradation in production or
intermittent faults.
24×7 Help Desk Support.
Response within 4 hours.
12×5 Help Desk Support.1
Email Response within 2 hours.
12×5 Help Desk Support.1
Email Response within 2 hours.
Hardware Support Only
S3: Issue or defect causing minimal impact. 12×5 Help Desk Support.1
Email Response within 4 hours.
12×5 Help Desk Support.1
Email Response within 4 hours.
12×5 Help Desk Support.1
Email Response within 4 hours.
Hardware Support Only
S4: Request for information or administrative
requests.1
Next business day response. Next business day response. Next business day response. Hardware Support Only

 

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)

 

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.

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
Support Coverage Levels Warranty
12×5 Business Hour (PST) Email Help Desk for Hardware Support (Email only) Yes
12×5 Business Hour (PST) Help Desk Support for Software Issues (Phone & Email) No
24×7 HelpDesk for Hardware Support No
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). No
Cross-Ship Hardware Replacement: iXsystems will ship replacement component(s) once defective component(s) are returned. Yes
On-Site Hardware Support & Repair (12×5 PST) 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

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.

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.