IMPORTANT!
OPEN-E DSS V7 END OF LIFE
We accept:
Open-E DSS V7
Open-E DSS V7 provides NAS and SAN functionality, including iSCSI Target and Fibre Channel. It is iSCSI and NFS Active-Active Failover Ready (available as separate Feature Packs) for high availability. This product comes with FREE one year Basic Support.
Feature Pack - Automatic Active-Active Failover for iSCSI Volumes
Open-E delivers automatic Active-Active Failover for iSCSI for Open-E DSS V7, using two nodes set up in an active-active configuration. The Feature Pack - Automatic Active-Active Failover for iSCSI Volumes can only be purchased for usage with Open-E DSS V7.
Feature Pack - Automatic Active-Active Failover for NFS Volumes
Open-E offers automatic Active-Active NFS Failover for DSS V7, using two nodes in an active-active configuration. The Feature Pack Automatic Active-Active Failover for NFS Volumes can only be purchased for usage with Open-E DSS V7.
Storage Extensions
The storage capacity of Open-E products may be extended in an easy and convenient manner by purchasing additional storage licenses. Additional storage licenses sum up, and add to the value of the expanded product.
Support Upgrade Options
Open-E DSS V7 come with FREE 1 year Basic Support. Save 50% when you escalate your support to a higher level (compared to reinstatement prices). Upgrades are only available for active support licenses and are recommended to be purchased with a new product license. Upgrades are available for periods of 1 or 3 years.
Base: Each Open-E DSS V7 is purchased with a Technical Support Plan.
Upgrade: Upgrading increases the level of support plan. This can be done at any point in time as long as you have an active support plan.
Upgrades to any higher level support products are available at any time.
Basic Support
Basic Support (1 or 3 years) allows you to receive Email assistance regarding
your technical issues for your Open-E DSS V7 product. Open-E DSS V7
come with FREE 1 year Basic Support
Reaction time: next business day
Renewal: Renewing extends the duration of your support plan. This can be done at any point in time as long as you have and active support plan. The support level can be changed each renewal.
Reinstatement: Reinstatement starts a new support plan after existing support for a product has expired. The support level can be changed with each reinstatement.
STANDARD Support
Standard Support (1 or 3 years) allows you to receive Email and
Phone assistance regarding your technical issues for your Open-E DSS V7
product.
Reaction time: 8 business hours
Renewal: Renewing extends the duration of your support plan. This can be done at any point in time as long as you have and active support plan. The support level can be changed each renewal.
Reinstatement: Reinstatement starts a new support plan after existing support for a product has expired. The support level can be changed with each reinstatement.
PREMIUM Support
Premium Support (1 or 3 years) allows you to receive Email and
Phone assistance regarding your technical issues for your Open-E DSS V7 product.
In addition, you will receive small updates and remote support.
Reaction time: 4 business hours
Renewal: Renewing extends the duration of your support plan. This can be done at any point in time as long as you have and active support plan. The support level can be changed each renewal.
Reinstatement: Reinstatement starts a new support plan after existing support for a product has expired. The support level can be changed with each reinstatement.
24/7 Support
24/7 Support (1 or 3 years) is available 24 hours all year round
and allows you to receive assistance regarding any technical issues
for your Open-E DSS V7 product. In addition, you will receive
small updates and remote support.
Reaction time: 4 business hours, up to 4 hours
after submission After-hours, up to 5 incidents per year
Renewal: Renewing extends the duration of your support plan. This can be done at any point in time as long as you have and active support plan. The support level can be changed each renewal.
Reinstatement: Reinstatement starts a new support plan after existing support for a product has expired. The support level can be changed with each reinstatement.
Per Incident 24/7 Support
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.
Reaction time: 4 business hours, up to 4 hours
after submission After-hours.
Save time by checking our Forum and Knowledge Base. You might find a quick solution to your issue there:
- Forum: forum.open-e.com
- Knowledge Base: kb.open-e.com.
One incident on one server
| Single node | USD 1 005.00 |
| Cluster | USD 2 010.00 |
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.
How to buy?Reporting an issue
To report an issue, call the following phone number: +1 (877) 572 5134
When reaching out to us, please ensure you have the following information ready:
- name,
- phone number,
- email address,
- Serial Number of your Open-E product, which can be located in the GUI on the About page or the Open-E User Portal.
- Please be ready to provide logs from the GUI, downloadable from Diagnostics > Logs by clicking the "Download all" button.
- Ensure that your Open-E product is registered. If not, please refer to the link below to complete the registration process. This allows you to access software updates for your module. Product Registration: www.open-e.com/register/
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.
Cancelling 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.