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Support

iXsystems provides exceptional support for all TrueNAS products. There are different levels of support depending on your preferences. Please take a look at the various support options available and when placing your order, let us know which you prefer, if any.

Customer Service SLAs

Choose the level of service agreement you need to maintain your availability needs for TrueNAS^®.

All iXsystems TrueNAS 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: 8×5 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: 8×5 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

FreeNAS Mini Enhanced Support Options:

Standard Warranty Extension: from 1 to 3 Years
8×5 PST NBD On-Site: 8×5 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/ 8×5 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	8×5¹	8×5¹	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 Knowledgebase	Yes	Yes	Yes	Yes
Software Updates	Yes	Yes	Yes	Yes

Software Help Desk Support Response Levels (SLA)1

	Gold	Silver	Bronze	Basic
Software Help Desk	24×7	8×5¹	8×5¹	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 Knowledgebase	Yes	Yes	Yes	Yes
Software Updates	Yes	Yes	Yes	Yes

Footnotes:

Business hours: 8:00AM to 5:00PM Pacific Time, Monday – Friday, excluding holidays.
4-Hour On-site Parts Replacement Service time begins when root cause analysis is complete.
Replacement part(s) must be identified by 12:00PM Pacific Time, Monday – Friday, excluding holidays.
Appointments must be made a minimum of 48 hours in advance.
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.