TrueCommand Helpdesk Support Response Levels (SLA)

Footnotes:

1. business hours: Monday through Friday from 6:00 a.m. to 6:00 p.m. Pacific Time, excluding holidays.
2. users are responsible for setting up the TrueCommand VM in their infrastructure using the available TrueCommand User Guide. Upon completion of this setup, a license key for TrueCommand will be provided.
3. email requests for TrueCommand trial versions are available via truecommand-sales@ixsystems.com.

Warranty, Service and Support Coverage

All iXsystems fully configured rackmount servers and storage devices are warranted to be free from defects in materials and workmanship for a period of one to three years from the original date of shipment. Extended warranties are available, often up to 5 years.

There is no on-site service component of the standard warranty. However, it is available as a warranty upgrade. Various on-site program options are available, ranging from next business day response during business hours to 4 hours on-site, 24 hours a day, 7 days a week. There is also the option to extend 24/7 technical support for your phone. Your iXsystems Account Executive can provide pricing for all extended support options.

All warranty events are handled directly by iXsystems, including but not limited to all technical support, all repair parts shipments and all factory repairs.

Support Procedures

If there is a problem with a product you purchased from iXsystems, please refer to the information on the iXsystems Support Portal at http://ixsystems.com/support. There is no charge for covered technical support events within our normal business hours. If you are unable to resolve an issue with an iXsystems product, unless otherwise noted herein, contact us toll-free within the U.S. at 1-855-473-7449 or at 408-943-4100 for telephone support between hours Monday through Friday from 9:00 a.m. to 5:00 p.m. Pacific Time.

To initiate a warranty event, contact iXsystems Technical Support toll-free at 855-GREP-4-IX (855-473-7449) option 2 Monday through Friday from 9:00 a.m. to 5:00 p.m. Pacific Time. A support ticket will be opened and a support ticket assigned. You can also initiate your own support ticket at any time by sending a support request to https://support.ixsystems.com/. The ensuing conversation and troubleshooting will determine the action required to get the device back up and running as soon as possible. The selected action will be initiated immediately.

Return of products to iXsystems (RMA)

Throughout the warranty period, components or an entire server may be returned to iXsystems for repair. When returning an item for repair, credit or refund, a Return Merchandise Authorization (RMA) number must first be obtained from iXsystems. RMA numbers from iXsystems are valid for 30 days from the date of issue. The RMA number(s) must be clearly marked on the shipping label of a box of returned merchandise (it is already present on the shipping labels provided by iXsystems). Please do not mark directly on the box itself. Products returned without an incomplete and/or non-resalable RMA number or with an RMA number that is over 30 days old may be rejected.

Advance Exchange: For component exchanges, iXsystems will issue a prepaid shipping label with the replacement components so that the defective component can be returned. This shipping label is time limited to 10 days. If parts are not returned within 14 days, an automated invoice will be issued for the full cost of the replacement component. RMA times for advance replacement are variable and subject to inventory. If an SLA is required, extended warranty coverage for overnight replacements can be provided or replacement parts kits can be purchased. Advance replacement is not standard on the FreeNAS Mini.

For RMAs requiring shipment of an entire system, defective products must be returned to iXsystems in their original or equivalent packaging to avoid damage or delay. The shipment must also be insured or the owner assumes the risk of loss or damage during shipment. In some cases, iXsystems may, at its discretion, provide prepaid shipping labels for the return of the item. iXsystems will return the repaired system to you prepaid if you use an address in the continental United States, if applicable. Shipments to other locations will be picked up freight prepaid.

NOTE: Before shipping the products to iXsystems, back up the data on the hard disk drive and all other storage devices in the products. Remove any removable media such as floppy disks, CDs, or PC cards. iXsystems is not responsible for lost data or software.

We reserve the right to repair or replace the defective product under warranty at our sole discretion. We reserve the right to use refurbished and / or recertified components to fulfill our warranty.

Warranty Limitations

This limited warranty does not apply to items that fall into one or more of the following categories: all software; external devices (except as specifically stated on the invoice); accessories or parts added to an iXsystems system after the system was shipped from iXsystems; accessories or parts not purchased through iXsystems; accessories or parts not installed at the iXsystems factory. We cannot guarantee that any product you purchase will meet your individual requirements. We cannot guarantee the uninterrupted or error-free operation of any product.

This limited warranty does not cover damage due to external causes, including accident, misuse, abuse, power problems, maintenance not authorized by iXsystems, use in accordance with product instructions, wear and tear of Flash / SSD and / or exhaustion during write Perform required preventive maintenance and problems caused by the use of parts and components not supplied by iXsystems.

Warranty Extensions

The warranty on iXsystems hardware can be extended up to 7 years at the time of purchase. Warranty extensions may be offered for purchase after the time of sale, but can only be guaranteed at the time of purchase due to variability in component availability after purchase. If a warranty is extended after it has expired, an expired warranty fee will be charged along with the prorated amount for the expired portion of the warranty. Warranty extensions after a warranty has expired are also subject to a 21-day hold period before a service ticket can be opened.

Billable repair warranty

All repairs performed by iXsystems at its facility on a billable basis outside the scope of a system warranty shall be warranted for 90 days from the date of the repair. If such repair is made to a system with more than 90 days remaining on the iXsystems warranty, the total system warranty will not be affected.

Non-iXsystems products

The manufacturer, supplier or publisher of products other than integrated complete computer and storage systems bearing the iXsystems brand logo is responsible for providing service or support for such products.

General Disclaimer of Warranty

iXSYSTEMS DISCLAIMS ALL EXPRESS, IMPLIED OR STATUTORY WARRANTIES AND CONDITIONS, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Payment

Payment for products listed on an invoice is made according to the payment terms you have established with iXsystems. Unless other payment terms have been established, “Prepayment” will be used by default when an order is placed. You agree to pay as indicated on the invoice. Past due invoices are subject to a late fee of 1.5% per month.

Money Back Guarantee

If for any reason you are not satisfied with the product purchased from iXsystems, you may return it to iXsystems for a credit or refund with no shipping, handling or restocking fees, if any. To qualify, you must return the product and any associated reference manuals, media or other related documentation to arrive at iXsystems within 30 calendar days of the original ship date. Software is not covered by a money-back guarantee. iXsystems reserves the right to charge a 20% restocking fee for returns.
Trade Agreement Act (TAA) Compliance

iXsystems declares that all of its workstations, computers, servers and storage products are fully compliant with the Trade Agreements Act (19 USA & 2501-2581). All iXsystems products are manufactured at our headquarters in San Jose, California, USA.

Ownership of Products

Title passes to you when the product is shipped. Free On Board (FOB) Shipping Point (Origin). However, IXsystems reserves a purchase money security interest in the Product until we receive the amounts due. You agree to have us sign a document to this effect on your behalf so that we can protect our security interest in purchase money.

Limitation of Liability

IXsystems shall not be liable under any circumstances for the following: (1) third party claims against you for damages; (2) loss of or damage to your records or data; or (3) consequential economic loss (including lost profits or savings) or incidental damages, even if we are advised of the possibility thereof.

Trademark

The iXsystems trademark policy can be found here.
All non-iXsystems product names, registered trademarks and trademarks are the property of their respective owners.

General

All of your rights, all of our obligations, and all licenses (unless expressly granted) are valid only in the United States and its territories. Neither party will take any legal action more than one year after the cause of action arose. The laws of the State of California in the United States of America govern this Agreement.

You should keep a copy of your packing list, invoice, and shipping label for telephone assistance, money-back guarantee, and limited warranty.

Major Supplier Contracts

Available upon request and in some cases supersedes the above terms.