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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.
TrueNAS can only be purchased through an authorized TrueNAS reseller. Techgardens is a preferred partner with over a decade’s experience deploying storage solutions tailored specifically to our client’s requirements – all at the best price.
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CONTACT
315 W 36th Street 2nd Floor, New York, NY 10018
Phone: 833-TRUENAS, 833-878-3627
Email: sales@truenasreseller.com
