{"id":107962,"date":"2025-04-25T14:34:04","date_gmt":"2025-04-25T21:34:04","guid":{"rendered":"https:\/\/tnweb1-dyn.den1.ixsystems.net\/?page_id=107962"},"modified":"2025-07-09T13:36:13","modified_gmt":"2025-07-09T20:36:13","slug":"support","status":"publish","type":"page","link":"https:\/\/www.truenas.com\/support\/","title":{"rendered":"TrueNAS arrays"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.19.4&#8243; _module_preset=&#8221;default&#8221; background_image=&#8221;http:\/\/tnweb1-dyn.den1.ixsystems.net\/wp-content\/uploads\/2025\/02\/support_1920.jpg&#8221; custom_margin=&#8221;||||false|false&#8221; custom_padding=&#8221;65px||65px||true|false&#8221; saved_tabs=&#8221;all&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;1_5,3_5,1_5&#8243; _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;default&#8221; custom_margin_last_edited=&#8221;off|desktop&#8221; locked=&#8221;off&#8221; collapsed=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_5&#8243; _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;4aefbb64-b71f-4218-a44a-1736f8924e82&#8243; header_2_font_size=&#8221;40px&#8221; header_2_line_height=&#8221;1.4em&#8221; background_layout=&#8221;dark&#8221; custom_padding=&#8221;40px||||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;3_5&#8243; _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#FFFFFF&#8221; background_enable_color=&#8221;on&#8221; custom_padding=&#8221;30px||30px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;4aefbb64-b71f-4218-a44a-1736f8924e82&#8243; header_text_align=&#8221;center&#8221; header_3_text_align=&#8221;center&#8221; header_3_font_size=&#8221;30px&#8221; header_3_line_height=&#8221;1.2em&#8221; custom_margin=&#8221;0px||0px||false|false&#8221; link_option_url_new_window=&#8221;on&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h1>TrueNAS Customer Support<\/h1>\n<p>[\/et_pb_text][et_pb_button button_url=&#8221;https:\/\/support.ixsystems.com\/&#8221; url_new_window=&#8221;on&#8221; button_text=&#8221;Support Portal&#8221; button_alignment=&#8221;center&#8221; module_class=&#8221;support_button&#8221; _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;default&#8221; custom_button=&#8221;on&#8221; button_text_size=&#8221;20px&#8221; button_icon=&#8221;&#xf35d;||fa||900&#8243; button_on_hover=&#8221;off&#8221; custom_margin=&#8221;15px||15px||true|false&#8221; custom_padding=&#8221;||||false|false&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_button][et_pb_text _builder_version=&#8221;4.19.4&#8243; _module_preset=&#8221;4aefbb64-b71f-4218-a44a-1736f8924e82&#8243; header_3_text_align=&#8221;center&#8221; header_3_font_size=&#8221;30px&#8221; header_3_line_height=&#8221;1.2em&#8221; header_4_text_align=&#8221;center&#8221; header_4_line_height=&#8221;1.4em&#8221; custom_margin=&#8221;0px||0px||false|false&#8221; custom_padding=&#8221;||0px||false|false&#8221; link_option_url_new_window=&#8221;on&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4>Open Tickets and Review<br \/>Ticket History<\/h4>\n<hr \/ style=\"width:250px; color:black; padding:0px; margin-top:0px\">[\/et_pb_text][et_pb_text _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;4aefbb64-b71f-4218-a44a-1736f8924e82&#8243; text_font_size=&#8221;20px&#8221; link_text_color=&#8221;#0095d5&#8243; link_line_height=&#8221;1.5em&#8221; text_orientation=&#8221;center&#8221; custom_margin=&#8221;0px||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><a class=\"phone\" href=\"tel:+18668783627\"> 1-866-878-3627<\/a><br \/><a class=\"phone\" href=\"tel:+14089434100\"> 1-408-943-4100<\/a><\/p>\n<p>[\/et_pb_text][et_pb_toggle title=&#8221;International Numbers&#8221; open_toggle_text_color=&#8221;#0095d5&#8243; open_toggle_background_color=&#8221;RGBA(255,255,255,0)&#8221; closed_toggle_text_color=&#8221;#0095d5&#8243; closed_toggle_background_color=&#8221;rgba(224,43,32,0)&#8221; icon_color=&#8221;#0095d5&#8243; use_icon_font_size=&#8221;on&#8221; icon_font_size=&#8221;20px&#8221; open_icon_color=&#8221;#0095d5&#8243; open_use_icon_font_size=&#8221;on&#8221; open_icon_font_size=&#8221;20px&#8221; disabled_on=&#8221;off|off|off&#8221; module_id=&#8221;international-numbers&#8221; _builder_version=&#8221;4.23.4&#8243; _module_preset=&#8221;default&#8221; title_text_color=&#8221;#0095d5&#8243; title_level=&#8221;h3&#8243; title_font=&#8221;||||||||&#8221; title_text_align=&#8221;center&#8221; title_font_size=&#8221;22px&#8221; background_enable_color=&#8221;off&#8221; custom_margin=&#8221;|0px|0px|0px|false|false&#8221; custom_padding=&#8221;|0px|0px|0px|false|false&#8221; border_width_all=&#8221;0px&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<table class=\"dcf2-table-responsive\">\n<thead>\n<tr>\n<th>Country<\/th>\n<th>Domestic Number<\/th>\n<th>Full International Number<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Australia (Melbourne)<\/td>\n<td width=\"166\"><a href=\"tel:0390711887\">03-9071-1887<\/a><\/td>\n<td><a href=\"tel:+61-3-9071-1887\">+61-3-9071-1887<\/a><\/td>\n<\/tr>\n<tr>\n<td>Austria (Mobile)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:0670-3080046\">0670-3080046<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+43-670-3080046\">+43-670-3080046<\/a><\/td>\n<\/tr>\n<tr>\n<td>Germany<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:0800-1808922\">0800-1808922<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+49-800-1808922\">+49-800-1808922<\/a><\/td>\n<\/tr>\n<tr>\n<td>Hong Kong (National)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:5803-1725\">5803-1725<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+852-5803-1725\">+852-5803-1725<\/a><\/td>\n<\/tr>\n<tr>\n<td>India (Mumbai)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:022-7127-9242\">022-7127-9242<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+91-22-7127-9242\">+91-22-7127-9242<\/a><\/td>\n<\/tr>\n<tr>\n<td>Malaysia (Kuala Lumpur)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:03-2706-0199\">03-2706-0199<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+60-3-2706-0199\">+60-3-2706-0199<\/a><\/td>\n<\/tr>\n<tr>\n<td>Mexico (Mexico City)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:55-8526-3448\">55-8526-3448<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+52-55-8526-3448\">+52-55-8526-3448<\/a><\/td>\n<\/tr>\n<tr>\n<td>Netherlands (Amsterdam)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:031-20-225-4811\">031-20-225-4811<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+31-20-225-4811\">+31-20-225-4811<\/a><\/td>\n<\/tr>\n<tr>\n<td>Norway (Oslo)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:23-50-37-11\">23-50-37-11<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+47-23-50-37-11\">+47-23-50-37-11<\/a><\/td>\n<\/tr>\n<tr>\n<td>South Africa (Johannesburg)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:010-534-8900\">010-534-8900<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+27-10-534-8900\">+27-10-534-8900<\/a><\/td>\n<\/tr>\n<tr>\n<td>Sweden (Stockholm)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:08-124-004-05\">08-124-004-05<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+46-8-124-004-05\">+46-8-124-004-05<\/a><\/td>\n<\/tr>\n<tr>\n<td>UK (London)<\/td>\n<td style=\"font-weight: 400;\" width=\"166\"><a href=\"tel:020-7099-5444\">020-7099-5444<\/a><\/td>\n<td style=\"font-weight: 400;\"><a href=\"tel:+44-20-7099-5444\">+44-20-7099-5444<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/et_pb_toggle][et_pb_code admin_label=&#8221;Table Style&#8221; 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*\/<!-- [et_pb_line_break_holder] -->    text-align: left!important<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive.dcf-table-bordered, .dcf2-table-responsive.dcf-table-bordered thead th {<!-- [et_pb_line_break_holder] -->    border-width: 0<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive.dcf-table-bordered tbody td {<!-- [et_pb_line_break_holder] -->    border-top-width: 0<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive:not(.dcf-table-bordered) tbody tr {<!-- [et_pb_line_break_holder] -->    padding-bottom: .75em<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive:not(.dcf-table-bordered) tbody td {<!-- [et_pb_line_break_holder] -->    padding-bottom: 0<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive:not(.dcf-table-bordered):not(.dcf-table-striped) tbody td {<!-- [et_pb_line_break_holder] -->    padding-right: 0<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  .dcf2-table-responsive.dcf-table-bordered tbody tr:last-child td:last-child {<!-- [et_pb_line_break_holder] -->    border-bottom-width: 0<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->  \/* .dcf-table-responsive tbody td:before {<!-- [et_pb_line_break_holder] -->    content: attr(data-label);<!-- [et_pb_line_break_holder] -->    float: left;<!-- [et_pb_line_break_holder] -->    font-weight: 700;<!-- [et_pb_line_break_holder] -->    padding-right: 1.78em<!-- [et_pb_line_break_holder] -->  } *\/<!-- [et_pb_line_break_holder] --> .dcf2-table-responsive .entry-content tr td {<!-- [et_pb_line_break_holder] -->    width: 100%;<!-- [et_pb_line_break_holder] -->\t}<!-- [et_pb_line_break_holder] -->}<!-- [et_pb_line_break_holder] -->  <!-- [et_pb_line_break_holder] --><\/style>\n<p>[\/et_pb_code][et_pb_code _builder_version=&#8221;4.19.4&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;0px||0px||true|false&#8221; custom_padding=&#8221;0px||0px||true|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<style><!-- [et_pb_line_break_holder] -->#international-numbers h3:hover{<!-- [et_pb_line_break_holder] -->    color: #000000 !important;<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->#international-numbers h3{<!-- [et_pb_line_break_holder] -->    text-decoration:underline;<!-- [et_pb_line_break_holder] -->  padding-left:0px;<!-- [et_pb_line_break_holder] -->  } <!-- [et_pb_line_break_holder] -->#international-numbers h3::before{<!-- [et_pb_line_break_holder] -->  position:relative;<!-- [et_pb_line_break_holder] -->\tpadding-right: 8px;<!-- [et_pb_line_break_holder] -->\ttext-decoration: none !important;<!-- [et_pb_line_break_holder] -->  display:inline-block;<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] -->.support_button:after{<!-- [et_pb_line_break_holder] -->  padding-left: 4px; 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disabled_on=&#8221;on|on|on&#8221; admin_label=&#8221;Button&#8221; _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;default&#8221; disabled=&#8221;on&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_button][et_pb_code _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<a class=\"et_pb_button et_pb_button_1 et_pb_bg_layout_light button_custom\" href=\"https:\/\/www.truenas.com\/docs\/hardware\/\" target=\"_blank\" rel=\"noopener\">TrueNAS User Guide<\/a> <!-- [et_pb_line_break_holder] --><a class=\"et_pb_button et_pb_button_1 et_pb_bg_layout_light button_custom hrefless _df_custom\"   id=\"df_111198\">TrueNAS SLA<\/a> <!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] --><\/p>\n<style><!-- [et_pb_line_break_holder] -->  .button_custom{    <!-- [et_pb_line_break_holder] -->    display: inline-block;<!-- [et_pb_line_break_holder] -->  }<!-- [et_pb_line_break_holder] --><\/style>\n<p><!-- [et_pb_line_break_holder] --><\/p>\n<div style=\"display:none\"><div class=\"_df_book df-container df-loading \" id=\"df_111198\"  title=\"truenas-support-service-coverage\" slug=\"truenas-support-service-coverage\" _slug=\"truenas-support-service-coverage\" wpoptions=\"true\" thumbtype=\"bg\" ><\/div><script data-cfasync=\"false\">var option_df_111198 = {\"outline\":[],\"forceFit\":\"true\",\"autoEnableOutline\":\"false\",\"autoEnableThumbnail\":\"false\",\"overwritePDFOutline\":\"false\",\"direction\":\"1\",\"pageSize\":\"0\",\"source\":\"http:\\\/\\\/tnweb1-dyn.den1.ixsystems.net\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/TrueNAS_Enterprise_Support_Service_Coverage_April_2025-1.pdf\",\"wpOptions\":\"true\"}; if(window.DFLIP && DFLIP.parseBooks){DFLIP.parseBooks();}<\/script><\/div>\n<p>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.17.3&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.23.1&#8243; _module_preset=&#8221;4aefbb64-b71f-4218-a44a-1736f8924e82&#8243; header_2_line_height=&#8221;1.7em&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2>TrueNAS\u00ae Support Ticket Processing: Software, Hardware, and RMA<\/h2>\n<p>Contact iXsystems, DBA TrueNAS, directly to open all TrueNAS support tickets, using one of the following methods, based on your support entitlement (Gold, Silver, or Bronze).<\/p>\n<h3>TrueNAS Support<\/h3>\n<p><strong>Customer Support Portal<\/strong>:<br \/><a href=\"http:\/\/support.ixsystems.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><b>support.ixsystems.com<\/b><\/a><br \/>Open tickets, review ticket history, access Knowledge Base, and locate product documentation.<\/p>\n<p><strong>Email<\/strong>:<br \/>support@ixsystems.com<\/p>\n<p><strong>Phone<\/strong>:<br \/>US Toll-free\u00a0 +1 (866) 878-3627<br \/>International +1 (408) 943-4100<br \/>Additional international phone numbers\u00a0 <a href=\"https:\/\/www.truenas.com\/contact-us\/\">https:\/\/www.truenas.com\/contact-us\/<\/a><\/p>\n<p><b>Bronze Support:<\/b><br \/>The 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.<\/p>\n<p><b>Silver Support:<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">The TrueNAS Support Team is available to assist 24 \u00d7 5 with issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. &#8211; S1-S2 Severity Level). For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific Standard Time, Monday Through Friday.\u00a0 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 <\/span><b>Service Contract Coverage and SLA<\/b><span style=\"font-weight: 400;\"> charts below.<\/span><\/p>\n<p><b>Gold Support:<\/b><b><br \/><\/b><span style=\"font-weight: 400;\">The TrueNAS Support Team is available to assist 24 \u00d7 7 with issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. &#8211; S1-S2 Severity Level).For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific standard time, Monday Through Friday.\u00a0 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 <\/span><b>Service Contract Coverage and SLA<\/b><span style=\"font-weight: 400;\"> charts below.<\/span><\/p>\n<p><b>Once the Ticket is Filed:<\/b><br \/><span style=\"font-weight: 400;\">A ticket will be logged into the TrueNAS 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 <\/span><a href=\"http:\/\/support.ixsystems.com\/\" rel=\"nofollow noopener\" target=\"_blank\"><span style=\"font-weight: 400;\">support.ixsystems.com<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<ol style=\"padding-left: 30px;\">\n<li>Our TrueNAS 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.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Your designated TrueNAS 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.<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h3>Service Contract Coverage and SLA<\/h3>\n<div>\n<p>TrueNAS Enterprise Unified Storage Systems have one of the following Service Contract options (Gold, Silver, or Bronze), available from one to five years.\u00a0 A TrueNAS system will revert to Basic Support in the event of a lapsed contract.<\/p>\n<\/div>\n<div>\u00a0<\/div>\n<div class=\"table-1\">\n<table style=\"width: 100%; height: 325px;\" width=\"100%\">\n<thead>\n<tr style=\"height: 22px;\">\n<th style=\"width: 28%; height: 22px;\" align=\"left\">\u00a0<\/th>\n<th class=\"gold\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Gold<\/th>\n<th class=\"silver\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Silver<\/th>\n<th class=\"bronze\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Bronze<\/th>\n<th class=\"\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Warranty<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px;\">Software Help Desk<\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 22px;\">24&#215;7<\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%; height: 22px;\">24&#215;5 <sup class=\"symr\">1<\/sup><sup class=\"symr\"><br \/><\/sup><\/td>\n<td class=\"bronze\" style=\"text-align: center; width: 18%; height: 22px;\">12\u00d75 <sup class=\"symr\">1<\/sup><\/td>\n<td class=\"\" style=\"text-align: center; width: 18%; height: 22px;\">Limited <sup class=\"symr\">5<\/sup><\/td>\n<\/tr>\n<tr style=\"height: 102px;\">\n<td style=\"width: 28%; height: 102px;\">Support &amp; Repair<\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 102px;\">4 Hour<br \/><span style=\"font-family: inherit; font-size: inherit;\">On-Site Support &amp; Repair <\/span><sup class=\"symr\" style=\"font-family: inherit;\">2<\/sup><\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%; height: 102px;\">Next Business Day<br \/>On-Site Support &amp; Repair <sup class=\"symr\" style=\"font-family: inherit;\">2<\/sup><\/td>\n<td class=\"bronze\" style=\"text-align: center; width: 18%; height: 102px;\">Phone &amp; Email<br \/>Remote Assistance<\/td>\n<td class=\"\" style=\"text-align: center; width: 18%; height: 102px;\">Return to Depot<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 28%;\">Deployment Assistance<sup class=\"symr\" style=\"font-family: inherit;\">10<\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%;\">Available<\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%;\">Available<\/td>\n<td class=\"bronze\" style=\"text-align: center; width: 18%;\">Available<\/td>\n<td style=\"text-align: center; width: 18%;\">No<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px;\">On-Site Hardware Spares Kit<\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 22px;\">Included<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">Optional<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">Optional<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">Optional<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px;\">Proactive Support and System Monitoring<\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 22px;\">Yes<\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%; height: 22px;\">Yes<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">No<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">No<\/td>\n<\/tr>\n<tr style=\"height: 69px;\">\n<td style=\"width: 28%; height: 69px;\">Hardware Replacement <sup class=\"symr\">7<br \/><\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 69px;\">Same Business Day Advanced Parts shipment <sup class=\"symr\">3, 6<\/sup><\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%; height: 69px;\">Next Business Day Advanced Parts shipment <sup class=\"symr\">3, 6<\/sup><\/td>\n<td class=\"bronze\" style=\"text-align: center; width: 18%; height: 69px;\">Next Business Day Advanced Parts shipment <sup class=\"symr\">3, 6<\/sup><\/td>\n<td style=\"text-align: center; width: 18%; height: 69px;\">Return to Depot<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px;\">After Hours Maintenance\/Upgrade Assistance<\/td>\n<td class=\"gold\" style=\"text-align: center; width: 18%; height: 22px;\">By appointment <sup class=\"symr\">4<\/sup><\/td>\n<td class=\"silver\" style=\"text-align: center; width: 18%; height: 22px;\">By appointment <sup class=\"symr\">4<\/sup><\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">No<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\">No<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px; border-right: 1px solid #eee;\"><a title=\"Online Support Portal\" href=\"https:\/\/www.ixsystems.com\/support\/\" rel=\"nofollow noopener\" target=\"_blank\">Online Support Portal<\/a><\/td>\n<td style=\"text-align: center; width: 18%; height: 22px; border-top: 1px solid #eee;\" colspan=\"4\">Yes<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"width: 28%; height: 22px; border-right: 1px solid #eee;\">Software Updates<\/td>\n<td style=\"text-align: center; width: 18%; height: 22px;\" colspan=\"4\">Yes<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>&nbsp;<\/p>\n<h3>Software Help Desk Support Response Levels (SLA) <sup class=\"symr\">1, 5, 9<\/sup><\/h3>\n<div class=\"table-1\">\n<table width=\"100%\">\n<thead>\n<tr>\n<th style=\"width: 28%;\" align=\"left\"><b>Issue Severity<\/b><\/th>\n<th class=\"gold\" style=\"width: 18%; text-align: center; font-weight: bold;\">Gold<\/th>\n<th class=\"silver\" style=\"width: 18%; text-align: center; font-weight: bold;\">Silver<\/th>\n<th class=\"bronze\" style=\"width: 18%; text-align: center; font-weight: bold;\">Bronze<\/th>\n<th class=\"\" style=\"width: 18%; text-align: center; font-weight: bold;\">Warranty<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>S1<\/strong>: Not serving data or severe performance degradation, critically disrupting business <sup class=\"symr\">5<\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center;\">Response within 2 hours<br \/>24\u00d77 Help Desk Support<\/td>\n<td class=\"silver\" style=\"text-align: center;\">Response within 2 hours<br \/>24\u00d75 Help Desk Support (M-F)<\/td>\n<td class=\"bronze\" style=\"text-align: center;\">Email Response within 4 hours<br \/>6:00 AM to 6:00 PM Pacific Time (M-F) <sup class=\"symr\">1<\/sup><\/td>\n<td style=\"text-align: center;\" rowspan=\"4\" align=\"center\">Community Support Available<\/td>\n<\/tr>\n<tr>\n<td><strong>S2<\/strong>: Performance degradation in production or intermittent faults <sup class=\"symr\">5<\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center;\">Response within 4 hours<br \/>24\u00d77 Help Desk Support<\/td>\n<td class=\"silver\" style=\"text-align: center;\">Response within 4 hours<br \/>24\u00d75 Help Desk Support (M-F)<\/td>\n<td class=\"bronze\" style=\"text-align: center;\">Email Response within 4 hours<br \/>6:00 AM to 6:00 PM Pacific Time (M-F) <sup class=\"symr\">1<\/sup><\/td>\n<\/tr>\n<tr>\n<td><strong>S3<\/strong>: Issue or defect causing minimal impact <sup class=\"symr\">5<\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center;\">Email Response within 4 hours<br \/>6:00 AM to 6:00 PM Pacific Time (M-F) <sup class=\"symr\">1<\/sup><\/td>\n<td class=\"silver\" style=\"text-align: center;\">Email Response within 4 hours<br \/>6:00 AM to 6:00 PM Pacific Time (M-F) <sup class=\"symr\">1<\/sup><\/td>\n<td class=\"bronze\" style=\"text-align: center;\">Email Response within 4 hours<br \/>6:00 AM to 6:00 PM Pacific Time (M-F) <sup class=\"symr\">1<\/sup><\/td>\n<\/tr>\n<tr>\n<td><b>S4:<\/b> Request for information or administrative requests <sup class=\"symr\">1, 5<\/sup><\/td>\n<td class=\"gold\" style=\"text-align: center;\">Next business day response<\/td>\n<td class=\"silver\" style=\"text-align: center;\">Next business day response<\/td>\n<td class=\"bronze\" style=\"text-align: center;\">Next business day response<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>&nbsp;<\/p>\n<h3>Platform Support Availability<\/h3>\n<div class=\"table-1\">\n<table style=\"width: 100%; height: 180px;\" width=\"100%\">\n<thead>\n<tr style=\"height: 22px;\">\n<th style=\"width: 28%; text-align: center; height: 22px;\" align=\"left\">Model<\/th>\n<th class=\"gold\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Gold<\/th>\n<th class=\"silver\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Silver<\/th>\n<th class=\"bronze\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\">Bronze<\/th>\n<th class=\"warranty\" style=\"width: 18%; text-align: center; font-weight: bold; height: 22px;\"><b>Hardware<\/b><b><br \/><\/b><b>Warranty<\/b><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"text-align: center; height: 23px;\">M-series<\/td>\n<td class=\"gold\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"silver\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"bronze\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"warranty\" style=\"text-align: center; height: 23px;\">3 Year Included<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"text-align: center; height: 23px;\">F-series<\/td>\n<td class=\"gold\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"silver\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"bronze\" style=\"text-align: center; height: 23px;\">Available<\/td>\n<td class=\"warranty\" style=\"text-align: center; height: 23px;\">3 Year Included<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"text-align: center; height: 22px;\">H-series<\/td>\n<td class=\"gold\" style=\"text-align: center; height: 22px;\">Available<\/td>\n<td class=\"silver\" style=\"text-align: center; height: 22px;\">Available<\/td>\n<td class=\"bronze\" style=\"text-align: center; height: 22px;\">Available<\/td>\n<td class=\"warranty\" style=\"text-align: center; height: 22px;\">3 Year Included<\/td>\n<\/tr>\n<tr style=\"height: 22px;\">\n<td style=\"text-align: center; height: 22px;\">R-series<\/td>\n<td class=\"gold\" style=\"text-align: center; height: 22px;\">Not Available<\/td>\n<td class=\"silver\" style=\"text-align: center; height: 22px;\">Available <sup class=\"symr\">8<\/sup><\/td>\n<td class=\"bronze\" style=\"text-align: center; height: 22px;\">Available <sup class=\"symr\">8<\/sup><\/td>\n<td class=\"warranty\" style=\"text-align: center; height: 22px;\">3 Year Included<\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"text-align: center; height: 46px; border-right: 1px solid #eee;\">Mini<\/td>\n<td class=\"\" style=\"text-align: center; height: 46px;\" colspan=\"4\">Please See: <a href=\"https:\/\/www.ixsystems.com\/support\/truenas-mini-support-service-coverage\/\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/www.ixsystems.com\/support\/truenas-mini-support-service-coverage\/<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>&nbsp;<\/p>\n<h3>Footnotes:<\/h3>\n<ol style=\"padding-left: 30px;\">\n<li>Business Hours: 6:00 AM to 6:00 PM Pacific Standard Time, Monday through Friday<\/li>\n<li>4-Hour On-site Parts Replacement Service time begins when root cause analysis is complete, and replacement parts are on-site.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Replacement parts must be identified by 12:00 Pacific Time (Noon), Monday-Friday, excluding holidays.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Appointments must be made a minimum of 48 hours in advance.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Software Support is only available for post-RELEASE software and does not include jails or plugins, without prior written agreement from iXsystems.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">International customers&#8217; shipment arrival times may be affected by local customs clearance.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">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 \u2013 Friday, excluding holidays.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Bronze and Silver level Support for R-series Platforms only available at the time of original purchase.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Support does not include assistance with data recovery, system administration, network issues, non-iXsystems-provided hardware, or unsupported configurations. Systems containing any third-party hardware are not eligible for support.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Remote Deployment included with the purchase of TrueNAS Enterprise Gold, Silver, or Bronze. Onsite Deployment options available.<\/li>\n<\/ol>\n<p><i>iXsystems, DBA TrueNAS, 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\u2019s 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.<\/i><\/p>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n<script>var iXpageVersion = \"1\";<\/script>","protected":false},"excerpt":{"rendered":"<p>TrueNAS Customer SupportOpen Tickets and ReviewTicket History 1-866-878-3627 1-408-943-4100 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 [&hellip;]<\/p>\n","protected":false},"author":200,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","rank_math_lock_modified_date":false,"episode_type":"","audio_file":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","date_recorded":"","explicit":"","block":"","filesize_raw":"","footnotes":""},"class_list":["post-107962","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/pages\/107962","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/users\/200"}],"replies":[{"embeddable":true,"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/comments?post=107962"}],"version-history":[{"count":13,"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/pages\/107962\/revisions"}],"predecessor-version":[{"id":114591,"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/pages\/107962\/revisions\/114591"}],"wp:attachment":[{"href":"https:\/\/www.truenas.com\/wp-json\/wp\/v2\/media?parent=107962"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}