iX Customer Support

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

Contact iXsystems directly to open all TrueNAS support tickets, using one of the following methods, based on your support entitlement (Gold, Silver, or Bronze).

iXsystems TrueNAS Support

Customer Support Portal:
support.ixsystems.com
Open tickets, review ticket history, access Knowledge Base, and locate product documentation.

Email:
support@ixsystems.com

Phone:
US Toll-free  1 (855) 473-7449
International +1 (408) 943-4100
Additional international phone numbers  https://www.ixsystems.com/contact-us/

Bronze Support:
The iXsystems TrueNAS Support Team is available to customers with Bronze Support coverage from 6:00 AM to 6:00 PM Pacific Standard 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, and a team member will return your call the next business day. Refer to the Service Contract Coverage and SLA charts below for details on coverage and response times.

Silver Support:
The iXsystems TrueNAS Support Team is available to assist 24 x 5 with issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. – S1-S2 Severity Level). For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific Standard Time, Monday Through Friday.  Silver Support also provides the ability for customers to schedule maintenance windows 48 hours in advance for a time of their choosing.   If your call is forwarded to iXsystems answering services please leave a message and a Support Engineer will return your call within the expected response times detailed in the Service Contract Coverage and SLA charts below.

Gold Support:
The iXsystems TrueNAS Support Team is available to assist 24 x 7 with  issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. – S1-S2 Severity Level).For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific standard time, Monday Through Friday.  Gold Support also provides the ability for customers to schedule maintenance windows 48 hours in advance for a time of their choosing.   If your call is forwarded to iXsystems answering services please leave a message and a Support Engineer will return your call within the expected response times detailed in the Service Contract Coverage and SLA charts below.

Once the Ticket is Filed:
A ticket will be logged into the iXsystems Customer Support System and you will receive a ticket number, which will also serve as the Return Merchandise Authorization (RMA) number if replacement components are required. A Technical Service Representative will respond within the time specified in your Service Level Agreement (SLA). Customers can use this ticket number at any time to gather the ticket status from our staff or by logging on to the Customer Support 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 issues.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 at any time via the Customer Support Portal.

Service Contract Coverage and SLA

Software Help Desk Support Response Levels (SLA) ^{1, 5, 9}

Platform Support Availability

Footnotes:

1. Business Hours: 6:00 AM to 6:00 PM Pacific Standard Time, Monday through Friday
2. 4-Hour On-site Parts Replacement Service time begins when root cause analysis is complete, and replacement parts are on-site.
3. Replacement parts must be identified by 12:00 Pacific Time (Noon), 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 written agreement from iXsystems.
6. International customers’ shipment arrival times may be affected by local customs clearance.
7. International Next Business Day Advanced Parts Shipment is for EU customers only. Replacement part(s) must be identified by 12:00 PM GMT +2, Monday – Friday, excluding holidays.
8. Bronze and Silver level Support for R-series Platforms only available at the time of original purchase.
9. Support does not include assistance with data recovery, system administration, network issues, non-iXsystems provided hardware ,or unsupported configurations.
10. Remote Deployment included with the purchase of TrueNAS Enterprise Gold, Silver, or Bronze. Onsite Deployment options available.

iXsystems will provide warranty services based on 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 protection against manufacturer’s defect for the warranty period for all components within the system. Excluded from warranty coverage are acts of God (electrical storm, flood, earthquake, etc.), acts of war or terrorism, and negligence or physical damage by the client.