RMA Policy

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Last Modified 2022-05-11 09:54 EDT

All warranted systems inherit the iXsystems RMA policy. The details of the policy vary depending upon the type of system and whether or not it is located in the continental US.

Domestic RMA Policy

Advanced Replacement + Return Shipping Label (time limited to 14 days). Return label is time limited and the faulty part must arrive at iXsystems within 14 days to avoid an automated invoice for the full cost of the replacement part.

TrueNAS International RMA Policy

Advanced Replacement + Return Shipping Label (time limited to 30 days). Return label is time limited and the faulty part must arrive at iX within 30 days of swapping the faulty unit to avoid an automated invoice for the full cost of the replacement part.

FreeNAS/Server International RMA Policy

Advanced Replacement; customer responsible for returning failed component (no shipping label). Parts must be received by iXsystems within 30 days to avoid an automated invoice for the full cost of the replacement part.

For additional info, please contact the iXsystems Support team at any time!

Contacting iXsystems Support

Customers who purchase iXystems hardware or that want additional support must have a support contract to use iXystems Support Services. The TrueNAS Community forums provides free support for users without an iXsystems Support contract.

Contact Method	Contact Options
Web	https://support.ixsystems.com
Email	support@ixsystems.com
Telephone	Monday - Friday, 6:00AM to 6:00PM Pacific Standard Time: US-only toll-free: 1-855-473-7449 option 2 Local and international: 1-408-943-4100 option 2
Telephone	After Hours (24x7 Gold Level Support only): US-only toll-free: 1-855-499-5131 International: 1-408-878-3140 (international calling rates apply)