iX Customer Support

Open Tickets and Review
Ticket History


International Numbers

Country Domestic Number Full International Number
Australia (Melbourne) 03-9071-1887 +61-3-9071-1887
Austria (Mobile) 0670-3080046 +43-670-3080046
Germany 0800-1808922 +49-800-1808922
Hong Kong (National) 5803-1725 +852-5803-1725
India (Mumbai) 022-7127-9242 +91-22-7127-9242
Malaysia (Kuala Lumpur) 03-2706-0199 +60-3-2706-0199
Mexico (Mexico City) 55-8526-3448 +52-55-8526-3448
Netherlands (Amsterdam) 031-20-225-4811 +31-20-225-4811
Norway (Oslo) 23-50-37-11 +47-23-50-37-11
South Africa (Johannesburg) 010-534-8900 +27-10-534-8900
Sweden (Stockholm) 08-124-004-05 +46-8-124-004-05
UK (London) 020-7099-5444 +44-20-7099-5444
TrueNAS User Guide TrueNAS SLA

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 Severity Level).For S2-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 Severity Level).For S2-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

TrueNAS Enterprise Unified Storage Systems have one of the following Service Contract options (Gold, Silver, or Bronze), available from one to five years.  A TrueNAS system will revert to Basic Support in the event of a lapsed contract.

 
  Gold Silver Bronze Warranty
Software Help Desk 24×7 24×5 1
12×5 1 Limited 5
Support & Repair 4 Hour
On-Site Support & Repair 2
Next Business Day
On-Site Support & Repair 2
Phone & Email
Remote Assistance
Return to Depot
Deployment Assistance10 Available Available Available No
On-Site Hardware Spares Kit Included Optional Optional Optional
Proactive Support and System Monitoring Yes Yes No No
Hardware Replacement 7
Same Business Day Advanced Parts shipment 3, 6 Next Business Day Advanced Parts shipment 3, 6 Next Business Day Advanced Parts shipment 3, 6 Return to Depot
After Hours Maintenance/Upgrade Assistance By appointment 4 By appointment 4 No No
Online Support Portal Yes
Software Updates Yes

 

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

Issue Severity Gold Silver Bronze Warranty
S1: Not serving data or severe performance degradation, critically disrupting business 5 Response within 2 hours
24×7 Help Desk Support
Response within 2 hours
24×5 Help Desk Support (M-F)
Email Response within 4 hours
6:00 AM to 6:00 PM Pacific Time (M-F) 1
Community Support Available
S2: Performance degradation in production or intermittent faults 5 Response within 4 hours
24×7 Help Desk Support
Response within 4 hours
24×5 Help Desk Support (M-F)
Email Response within 4 hours
6:00 AM to 6:00 PM Pacific Time (M-F) 1
S3: Issue or defect causing minimal impact 5 Email Response within 4 hours
6:00 AM to 6:00 PM Pacific Time (M-F) 1
Email Response within 4 hours
6:00 AM to 6:00 PM Pacific Time (M-F) 1
Email Response within 4 hours
6:00 AM to 6:00 PM Pacific Time (M-F) 1
S4: Request for information or administrative requests 1, 5 Next business day response Next business day response Next business day response

 

TrueNAS SCALE Enterprise Cluster Support

Enterprise Cluster Support is now available on qualified TrueNAS SCALE Storage Systems. Enterprise Cluster Deployments require TrueCommand, a centralized management, monitoring, and reporting system for TrueNAS.

Hardware Requirements and Onsite Spares:
Cluster support is available for qualified TrueNAS Storage systems. Qualified TrueNAS Storage systems include the M and R series product lines.

Onsite spares are available for purchase for both Silver and Bronze Support. Gold Support includes a spare node for clusters of three or more nodes of the same configuration. Spare nodes functionality must be validated during the deployment process.

Platform Support Availability

Model Gold Silver Bronze Hardware
Warranty
M-series Available Available Available 3 Year Included
F-series Available Available Available 3 Year Included
X-series Available Available Available 3 Year Included
R-series Available for Clusters 8 Available 8 Available 8 3 Year Included
FreeNAS Certified
(End of Sale 12-21)
Not Available Existing Contracts Only Existing Contracts Only 3 Year Included
Mini Please See: https://www.ixsystems.com/support/truenas-mini-support-service-coverage/

 

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.

 

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