Service and Support
Overview
Welcome to Open-E Service & Support page.
Here you will learn the details about each of our
storage software products to help assist you in building your ideal storage solution.
Open-E's product lines, are built from the ground up for the SMB and SME markets providing a multi-national reputation for best-in-class performance, flexibility, reliability, scalability and return-of-investment.
Please use our advanced search engine as your issue or technical inquiry might already be solved from articles of the Knowledge Database, White Papers, Presentations and the Forums.
Please use key words to best describe your issue or inquiry that you may have:
Via Telephone,
our staff is available to respond via telephone to
technical support form requests during our primary business hours
Via Forum,
interesting feedback you will also find in our
Open-E FORUM
Pre-Sales,
If you have any questions regarding technical Pre-Sales information related to our products please contact Open-E
pre-sales@open-e.com
Interesting informations are provided via Webinars.
If you would like to take part visit
webinars section
If you have any questions, need additional information, or would like to give us feedback, please contact Open-E
info@open-e.com
The After-Hours Support is a Fee-based charge of US$ 419.00 for Open-E products only and is a pay per incident support case per Serial Number.
The After-Hours Support is provided 24hrs including week days, weekends and holidays.
When contacting the support center please provide all contact information (name, phone number and email address) and the Serial Number of your Open-E product.
The Serial Number can be found from the GUI located in the Help > About page or from your Open-E User Portal.
Additionally, please be ready to provide logs from the GUI, this can be downloaded from Status > Hardware > Logs - then click on the download button.
Make sure that you have registered your Open-E product. If not please refer to link below as this will allow you to access software updates for your module.
Product Registration: www.open-e.com/userportal/register/
Once contacting the After-Hours Support representative and providing all information, a support engineer will be located to contact you in regards to your issue. In some instances during high call volumes this can take up to 4 hours to respond from the time of receiving your call.
Cancellations must be done immediately or 15 minutes after making the call to the After Hours call center. It is the sole responsibility of the customer to call the After Hours call center to cancel the order not Open-E or the Support Engineer. If the cancellation was not completed as stated above within the 15 minute time frame the order will be processed without refund.
After-hours Support: +1 (877) 572-5134
Your incident may already have a resolution, please search our Forum and Knowledge Base from the links below:
Forum: forum.open-e.com
Knowledge Base: kb.open-e.com
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