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.
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 | PARTS ONLY WARRANTY(1) | SILVER(2) | GOLD |
|---|---|---|---|
| Software & Firmware Updates While Covered | Critical updates. | Minor and Major releases and bug fixes | Minor and Major releases and bug fixes |
| Initiate service request (Phone, Email) | Email Only. | 24 x 7 x 365 | 24 x 7 x 365 |
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Initial Response Time(3) Phone
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No phone support. |
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Initial Response Time(3) Email
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1-2 Business Days |
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Status Update Frequency
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1-2 Business Days |
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| Parts Shipment(4) | 2 Business Days | NBD | NBD |
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Shipping method(5)
Fastest Alternative for Geographic Regions
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Technician Onsite(5)(6)
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N/A | N/A |
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- Parts Only Warranty period is 3-years for E-Series, BEAST, and Unity. It is not renewable. Gold Support is required for Assureon.
- Silver Support is not available for Assureon.
- 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. This information will speed up the support process.
Severity 1 emergency issues should be phoned into support. - From the time a hardware failure is identified by Nexsan Support and an action plan and site location is confirmed with the customer.
- Includes EU, UK, North America, other locals based on available logistics choices. Please note shipping cutoff times: 1:30PM GMT for
APAC & EMEA and 1:30PM PT (Pacific Time) for the Americas. - On-site engineer service does not include Firmware updates as this is handled remotely.
Contact Support
For Assistance with Support Contract Renewals
RENEWALS SALES TEAM
By Email: renewals@nexsan.com
Support Contact Information
JAPAN
+81 (0) 129-325-800
+81 (0) 129-325-800