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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.

 

  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 Knowledgbase 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

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.

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