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Since 1999, Nexsan has delivered reliable, secure, and scalable on-premises data storage solutions designed to meet evolving business and IT requirements.
Nexsan offers versatile and robust storage solutions tailored to adapt seamlessly across a diverse range of sectors, ensuring reliable performance for critical data management.
Discover a range of materials that highlight the effectiveness and versatility of our products. This page is an ideal starting point for anyone looking to understand the breadth of our technology and its real-world applications, offering a blend of educational and insightful content.

Count On Nexsan Support

Your data is important, and Nexsan Support offers customers a variety of Enterprise programs to fit your needs. Choose from on-site and remote support options or standard warranty protection.
Nexsan Enterprise Support provides your organization with direct and immediate access to our experienced team of engineers to help you minimize your operational costs. Whether you need deep technical help or quick delivery of a replacement part, Nexsan Support has you covered. That’s because of the two differentiated support plans — Basic and Enhanced — that are designed to meet the needs of most organizations, no matter their size.

With Enhanced Support Options, the Nexsan Support Team will provide up to 24x7x365 serverity-based coverage globally, collaborating with your team to alleviate complex situations.

Our support professionals are equipped with the technical expertise to quickly address any situation through both telephone and online support and will help ensure that services in your mission-critical environment are running optimally.

Service Programs & Warranty

Support Feature WARRANTY(1)(2)& EXT. WARRANTY BASIC(1) ENHANCED
Firmware Updates(3) while covered Minor releases and bug fixes Minor and Major releases and bug fixes Minor and Major releases and bug fixes
Initiate service request (Phone, Email) 24/7/365 24/7/365 24/7/365
Hours of coverage Business Hours Business Hours 24/7/365
Initial response time(4) phone VM
  • Sev 1
  • Sev 2
  • Sev 3
  • Sev 4
  • 4 Hours
  • NBD
  • 2 Business Days
  • 3 Business Days
  • 1 Hour
  • 4 Hours
  • 2 Business Days
  • 3 Business Days
  • 30 Minutes
  • 2 Hours
  • NBD
  • NBD
Initial response time(4) email
  • Sev 1
  • Sev 2
  • Sev 3
  • Sev 4
  • 4 Hours
  • NBD
  • 2 Business Days
  • 3 Business Days
  • 4 Hours
  • NBD
  • 2 Business Days
  • 3 Business Days
  • 1 Hour
  • 4 Hours
  • NBD
  • NBD
Shipping method(6)
  • Sev 1
  • Sev 2
  • Sev 3
  • Sev 4
  • Standard Overnight
  • 2nd Business Day
  • 2nd Business Day
  • 2nd Business Day
  • Priority Overnight
  • Standard Overnight
  • Standard Overnight
  • Standard Overnight
  • Priority Overnight
  • Priority Overnight
  • Standard Overnight
  • Standard Overnight
Field technician onsite(5)(7)(8)
  • Sev 1
  • Sev 2
  • Sev 3
  • Sev 4
N/A N/A
  • Day part arrives
  • Day part arrives
  • NBD after part arrives
  • NBD after part arrives
  1. Standard warranty is 3-years from ship date for all products except Assureon, which includes 1-year standard warranty.
  2. Warranty Ext. and Basic service level are not available for Assureon.
  3. Unless provided to address a specific higher severity issue, FW updates are considered Sev 4 for the puropses of scheduling and entitlement.
  4. Phone response time = the time from voicemail to callback.

    Email response time = the time for a support engineer to review and respond as appropriate.

    When contacting support, it is imperative to identify the serial number or system id of the unit for which support is being requested. To ensure proper priority, please also identify the contracted service level (Basic or Enhanced).

  5. From the time a HW failure is verified by Nexsan Support and an action plan and site location is confirmed.
  6. Advanced replacement. Shipping times are for EU, UK, Japan, China, Korea and North America, other locals based on available logistic choices.
  7. On-site engineer service does not include FW updates as this is handled remotely.
  8. Specific service appt times will be communicated in a 2-hour window and on best effort basis. We cannot guarantee arrival at an exact time due to various weather and traffic conditions outside the control of Nexsan.

Contact Support

For Assistance with Support Contract Renewals

RENEWALS SALES TEAM
By Email: renewals@nexsan.com

Support Contact Information

U.S. & CANADA
Toll Free: +1 (866) 263-9726
Toll: +1 (760) 690-1111
By Email: support@nexsan.com
UK
+44 (0)1332 596 900
By Email: support@nexsan.com
JAPAN
+81 (0) 129-325-800
GLOBAL
US Toll: +1 (760) 690-1111
By Email: support@nexsan.com

High-Density Storage Products: E-Series and BEAST

Unity

Assureon

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