Product Support - FAQ

Overview

Open-E Support will provide the best effort to address your case, which is considered a "BUG" and where our product is not functioning as stated in the manual. Open-E will address the specific issue and provide any means to resolve this by providing a small update or workaround until the next release. All BUG fixes will be addressed only for Open-E JovianDSS and for the most current release or the next new release to be scheduled.

Remote Support Service (RSS)

Open-E does not provide on-site Support. Open-E uses a secure, customer-initiated remote support tool for troubleshooting should it be required. The Open-E support team will guide you through this process to address your issue remotely. This requires a scheduled time frame and is called Remote Support Service (RSS). The RSS is for all paid Open-E JovianDSS support products, but not for EOL or Free products. The RSS technician will guide you on the procedures to allow our engineers to access your Open-E product to assist with the problem you are experiencing. If your organization will not allow RSS access to your system, then we are not liable for the support product that you have selected, and we are not in violation of our agreement.

Licensing and Upgrades

When your support license is no longer valid, you should choose Reinstatements.

You are always entitled to upgrade from your current support product to any higher level. Upgrades are available at a special price, and we strongly recommend reviewing all available support products before purchasing. Once you have selected a support option, you will not be able to downgrade it.

Availability of Support Options

You can always use Per Incident 24 / 7 Support anytime after business hours, weekends and National Holidays with any of the Open-E Support products.

If you have Basic Support, you can always upgrade it to the next level of support at any time.

No, you cannot transfer your existing support to another Open-E JovianDSS Serial Number.

No, you can purchase a support product at any time for Open-E JovianDSS.

No, this is due to the fact that we offer 24 / 7 Per Incident Support.

Yes, you can. They will be treated as Premium regular tickets and will not take away from your 5 incidents.

No. When there is no 1 year 24 / 7 Support assigned to your secondary server, we cannot help you due to liability reasons. Additionally, the support engineer will be providing extra work on a server that does not have a valid 1 year 24 / 7 Support.

Security and Statements

As Open-E Data Storage Software is a closed environment, none of the Open-E products turned out to be vulnerable to attacks using Meltdown and Spectre. With Open-E products, users are incapable of running any kind of unauthorized processes. All processes created by our developers run in a separate layer where modifications are impossible. Read and download the full statement here.

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