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⁾& EXT. WARRANTY	BASIC⁽²⁾	ENHANCED
Software & Firmware Updates 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 x 7 x 365	24 x 7 x 365	24 x 7 x 365
Initial Response Time⁽³⁾ 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⁽³⁾ 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
Status Update Frequency Sev 1 Sev 2 Sev 3 Sev 4	4 Hours 8 Hours 24 Hours 5 Business Days	4 Hours 8 Hours 24 Hours 5 Business Days	Hourly 4 Hours 24 Hours 5 Business Days
Parts Shipment⁽⁴⁾	2 Business Days	NBD	NBD
Shipping method⁽⁵⁾ Sev 1 Sev 2 Sev 3 Sev 4	Priority Overnight 2^nd Business Day 2^nd Business Day 2^nd Business Day	Priority Overnight Standard Overnight Standard Overnight Standard Overnight	Priority Overnight Priority Overnight Standard Overnight Standard Overnight
Technician Onsite⁽⁵⁾⁽⁶⁾ Sev 1 Sev 2 Sev 3 Sev 4	N/A	N/A	NBD NBD 2 Business Days 2 Business Days
Hours of Coverage Sev 1 Sev 2 Sev 3 Sev 4	Business Hours Business Hours Business Hours Business Hours	24/7 Business Hours Business Hours Business Hours	24/7 Business Hours Business Hours Business Hours

Standard Warranty period is 3-years for all products. 1-year standard warranty.
Basic service level 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 (Basic or Enhanced). This information will speed up the support process.
From the time a HW 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.
On-site engineer service does not include FW updates as this is handled remotely.