Support phone number for
STANDARD & PREMIUM SUPPORT
EU: +49 (89) 800 777 16
US: +1 (678) 666 2880
Support phone number for
24/7 & PER INCIDENT 24/7 SUPPORT
EU & US: +1 (877) 572 5134
For Open-E JovianDSS, there are three types of technical support levels offered provided either by Open-E’s partners or directly by the Open-E Support Team.
Standard | Premium | 24/7 | |
---|---|---|---|
Form of Support |
Email
Phone
Software Major Updates
|
Email
Phone
Remote sessions
Open-E Engineers access your server remotely to fix issues
Software Major Updates
Small Updates
Priority access to driver updates, fixes, and add-ons delivered between major
software updates.
|
Email
Phone
Remote sessions
Open-E Engineers access your server remotely to fix issues
Software Major Updates
Small Updates
Priority access to driver updates, fixes, and add-ons delivered between major
software updates.
Dedicated 24/7 phone
|
Availability | Business hours | Business hours | 24/7 |
Response time | |||
Severity 1
Click to see severity details
|
8 hours | 4 hours | 4 hours |
Severity 2
Click to see severity details
|
Next business day | 8 hours | 8 hours |
Severity 3
Click to see severity details
|
Up to 48 hours | Next business day | Next business day |
Base price
Click to see upgrade details
|
|||
Up to 16TB |
1 year
USD
340.00
3 years
USD
800.00
|
1 year
USD
850.00
3 years
USD
2 070.00
|
1 year
USD
1 680.00
3 years
USD
4 030.00
|
From 20TB to 128TB |
1 year
USD
670.00
3 years
USD
1 600.00
|
1 year
USD
1 680.00
3 years
USD
4 030.00
|
1 year
USD
3 370.00
3 years
USD
8 090.00
|
From 132TB to 512TB |
1 year
USD
1 290.00
3 years
USD
3 060.00
|
1 year
USD
3 210.00
3 years
USD
7 700.00
|
1 year
USD
6 400.00
3 years
USD
15 350.00
|
516TB and more |
1 year
USD
2 680.00
3 years
USD
6 440.00
|
1 year
USD
6 730.00
3 years
USD
16 120.00
|
1 year
USD
13 430.00
3 years
USD
32 230.00
|
Upgrade
Click to see upgrade details
|
|||
Applies to all capacities |
The upgrade cost is based on the remaining support duration of your current support plan. Remember that the upgrade changes only the type of support, not its expiration date. | ||
Renewal
Click to see renewal details
|
|||
Up to 16TB |
1 year
USD
340.00
3 years
USD
800.00
|
1 year
USD
850.00
3 years
USD
2 070.00
|
1 year
USD
1 680.00
3 years
USD
4 030.00
|
From 20TB to 128TB |
1 year
USD
670.00
3 years
USD
1 600.00
|
1 year
USD
1 680.00
3 years
USD
4 030.00
|
1 year
USD
3 370.00
3 years
USD
8 090.00
|
From 132TB to 512TB |
1 year
USD
1 290.00
3 years
USD
3 060.00
|
1 year
USD
3 210.00
3 years
USD
7 700.00
|
1 year
USD
6 400.00
3 years
USD
15 350.00
|
516TB and more |
1 year
USD
2 680.00
3 years
USD
6 440.00
|
1 year
USD
6 730.00
3 years
USD
16 120.00
|
1 year
USD
13 430.00
3 years
USD
32 230.00
|
Reinstatement
Click to see reinstatement details
|
|||
Up to 16TB |
1 year
USD
670.00
|
1 year
USD
1 720.00
|
1 year
USD
3 370.00
|
From 20TB to 128TB |
1 year
USD
1 330.00
|
1 year
USD
3 370.00
|
1 year
USD
6 740.00
|
From 132TB to 512TB |
1 year
USD
2 550.00
|
1 year
USD
5 830.00
|
1 year
USD
12 790.00
|
516TB and more |
1 year
USD
5 360.00
|
1 year
USD
13 430.00
|
1 year
USD
26 870.00
|
Standard | Premium | 24/7 | |
How to buy |
Per Incident 24/7 Support is available 24 hours, every day of the year including weekdays, weekends and holidays.
This flexible pay-as-you-go model allows you to receive technical assistance for a single incident.
You can only get the Per Incident 24/7 Support if you have supported software version of our software (we support the current version and one version prior). Please note that the Per Incident 24/7 Support does not entitle you to get the software updates.
Form of Support | Response time | Price | |
---|---|---|---|
One incident |
Dedicated 24/7 phone
|
4 hours after contacting support line
Per Incident 24/7 Support entitles you to receive technical assistance only in case of Severity 1
Click to see severity details
incidents
|
Single node:
USD 1 005.00 per incident * Cluster: USD 2 010.00 per incident * |
How to buy |
Buy now
Save time by checking our Forum and Knowledge Base. You might find a quick solution to your issue there:
Per Incident 24/7 Support is a fee-based service exclusively applicable to Open-E products, utilizing a pay-per-incident support model. This support is available 24/7, encompassing weekdays, weekends, and holidays. The Per Incident 24/7 Support Pricing:
IMPORTANT NOTICE: Pricing for Per Incident 24/7 Support is exclusively quoted in US dollars; rates in other currencies are not offered. Payment for Per Incident 24/7 Support is required via credit card prior to the initiation of support services. The customer bears responsibility for any foreign exchange charges and additional fees. Calculating, reporting, and remitting the applicable taxes to their tax authority is the customer's sole obligation.
Reporting an issue
Upon reaching out to our Per Incident 24/7 Support representative and providing all necessary information, a dedicated support engineer will promptly reach out to you regarding your issue. Please note that during periods of high call volumes, the response time may extend up to 4 hours from the moment your call is received. We appreciate your understanding and patience as we work diligently to address your concerns.
Canceling an issue
Cancellations must be done immediately or within 15 minutes of placing the call to the Per Incident 24/7 Support Call Center. The customer is solely responsible for contacting the Per Incident 24/7 Support Call Center directly to cancel the order, and this responsibility does not fall on Open-E or the Support Engineer. Failure to complete the cancellation within the specified 15-minute timeframe will result in the order being processed without a refund.
Per Incident 24/7 Support Call Center phone number
To report an issue, call the following phone number: +1 (877) 572 5134 |
* Per Incident 24/7 Support is charged in US Dollars regardless of your geographical location.