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Information Needed for TrueNAS Support Services

When contacting TrueNAS for assistance, please be prepared to share the serial number* for the system(s) in question, your company name, physical address where the system is deployed, direct point(s) of contact (email and phone) for all communications, along with a thorough description of the problem and any steps taken for diagnosis. This info will accelerate the processing of your ticket.

*The system’s serial number is seven digits (format: XX-XXXXX) and can be found on the rear or side of the system and also from the TrueNAS WebUI (Dashboard OR System > Support). It is also provided with your shipping notification email, as well as the invoice and packing list that accompanied the system.

TrueNAS Support Ticket Processing: Software, Hardware, and RMA

Contact TrueNAS directly via the TrueNAS Support Portal or by Phone to open all TrueNAS support tickets, using one of the following methods, based on your support entitlement (Gold, Silver, or Bronze). 

Bronze Support:

The TrueNAS Bronze Support Team is available to customers with Bronze Support coverage from 6:00 AM to 6:00 PM Pacific Standard Time, Monday through Friday. Calls that take place before or after these hours will be answered by an answering service with prompts to leave a message, and a team member will return your call the next business day. Refer to the Service Contract Coverage and SLA charts below for details on coverage and response times.

Silver Support:

The TrueNAS Silver Support Team is available to assist 24 x 5 with issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. – S1-S2 Severity Level). For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific standard time, Monday Through Friday. Silver Support also provides the ability for customers to schedule maintenance windows 48 hours in advance for a time of their choosing. If your call is forwarded to TrueNAS answering services please leave a message and a Support Engineer will return your call within the expected response times detailed in the Service Contract Coverage and SLA charts below.

Gold Support:

The TrueNAS Gold Support Team is available to assist 24 x 7 with issues causing systems to not serve data or showing severe performance degradation that is disrupting critical business operations (i.e. – S1-S2 Severity Level). For S3-S4 severity issues our team is available from 6:00 AM to 6:00 PM Pacific standard time, Monday Through Friday. Gold Support also provides the ability for customers to schedule maintenance windows 48 hours in advance for a time of their choosing. If your call is forwarded to TrueNAS answering services please leave a message and a Support Engineer will return your call within the expected response times detailed in the Service Contract Coverage and SLA charts below.

Once the Ticket is Filed:

A ticket will be logged into the TrueNAS Support Portal and you will receive a ticket number, which will also serve as the Return Merchandise Authorization (RMA) number if replacement components are required. A Technical Service Representative will respond within the time specified in your Service Level Agreement (SLA). Customers can use this ticket number at any time to gather the ticket status from our staff or by logging on to the TrueNAS Support Portal at support.truenas.com

1. Our Support Team will perform troubleshooting and diagnostics to provide indicators of the appropriate actions required to resolve the issue or to identify hardware component issues.

If a hardware component is completely inoperable due to field failure, our staff will address the case as an RMA and assist with the required replacement.

2. Your designated TrueNAS Support contact will inform you regularly of the progress of open support tickets and RMAs. Updates can also be obtained at any time via the TrueNAS Support Portal.

Service Contract Coverage and SLA

TrueNAS Enterprise Unified Storage Systems have one of the following Service Contract options (Gold, Silver, or Bronze), available from one to five years. A TrueNAS system will revert to Basic Support in the event of a lapsed contract.

Please contact TrueNAS directly via the TrueNAS Support Portal or by Phone to open support and hardware warranty tickets.

The TrueNAS Support Team is available to customers with standard warranty claims or other support needs from
6:00 AM to 6:00 PM Pacific Standard Time, Monday through Friday. Calls outside these hours will be answered by an answering service; a TrueNAS team member will return your call the next business day.

For customers with support coverage beyond the Standard Warranty, additional terms and conditions for your specific product family and elevated support tier can be found at www.truenas.com/support/enterprise.

Basic Hardware Warranty Coverage

TrueNAS guarantees that all storage appliances will be free of defects in materials and workmanship for
three years from the original date of invoice, and one year for TrueNAS Mini products from the date of invoice.

TrueNAS provides warranty services based on the type and duration of the service purchased. All warranty events are handled directly by TrueNAS, including all technical support, repair part shipments, and factory repairs.

Customers are responsible for installing and maintaining all equipment in a safe working environment and in accordance with industry standards.

Our obligation and the only remedy to our valued customers is the right to repair or replace defective products under warranty as appropriate in our sole discretion. TrueNAS reserves the right to employ refurbished or recertified components in the performance of our warranty.

Hardware Warranty Extensions & On-Site Service

Warranty extensions may sometimes be available for purchase after the time of sale but can only be guaranteed at the point of purchase due to the variability of component availability. The standard warranty does not include onsite services. Additional support options may be available, such as onsite support with next business day response time, or 24/7 support with four-hour onsite response. Extended warranties and support service options can be viewed at
truenas.com/support.

If a warranty is permitted to be extended after a lapse, a lapsed warranty fee will be charged along with the prorated amount for the lapsed period. Your TrueNAS Account Representative can quote rates for all extended support options in your region.

Hardware Warranty Limitations

The TrueNAS standard hardware warranty does not apply to items in the following categories:

• All software
• External devices (except as specifically noted on invoice)
• Accessories or parts added after shipping from TrueNAS
• Accessories or parts not acquired through TrueNAS or provided by others
• Accessories or parts not installed in the TrueNAS factory

TrueNAS does not guarantee compatibility of any product not offered and qualified by TrueNAS, nor does it warrant uninterrupted or error-free operation.
The warranty does not cover damage due to external causes such as accidents, misuse, negligence, physical damage, natural disasters, terrorism, electrical power issues, unauthorized servicing, non-compliant usage, or lack of recommended preventive maintenance.

TrueNAS is not liable for failure or delay due to Force Majeure Events (e.g., acts of God, government actions, labor strikes, war, natural disasters). During such events, TrueNAS performance is deemed suspended and may be extended at TrueNAS’s sole discretion.

Note: The hardware warranty will be voided if payment is not made in accordance with the standard terms and conditions of sale.

Non-TrueNAS Products

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

Return Merchandise Authorization (RMA)

During the applicable warranty period, components or an entire server may be returned to TrueNAS for repair. An RMA number must first be obtained by contacting TrueNAS. RMA numbers are valid for 30 days after issuance and must be prominently displayed on the shipping label (do not mark directly on the box).

Any product returned without an RMA number, incomplete or not in resellable condition, or with an expired RMA number may be refused for credit or refund.

Packaging Requirements

All returns must be shipped in original packaging to avoid damage or delays. TrueNAS can supply replacement packaging (fees may apply). Damages due to incorrect packaging may result in an invoice for replacement costs. TrueNAS will offer prepaid shipping labels at its discretion.

Advanced Replacement and Returns

The Standard TrueNAS Hardware Warranty does not include advanced replacement and returns. Replacement times are variable and subject to available inventory. Advanced replacement is available as part of an extended warranty offering governed by a separate
Advanced Replacement SLA.

Defective items must be returned within 30 days of the Advanced Replacement Shipment. Failure to return parts may result in a “Support Hold” and an automated invoice for the full cost of the replacement component. Failure to pay within 15 days may result in termination of the support contract and/or warranty.

Warranty Disclaimer

TRUENAS DISCLAIMS AND THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES EXPRESSED OR IMPLIED AT LAW OR IN EQUITY WITH RESPECT TO THE PRODUCTS, ANY RELATED SERVICES OR LABOR OR THEIR CHARACTERISTICS, QUALITY OR PERFORMANCE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

NO AGENT, REPRESENTATIVE, OR ANY OTHER PERSON IS AUTHORIZED BY TRUENAS TO GIVE ON BEHALF OF TRUENAS ANY REPRESENTATION OR WARRANTY AS TO THE PRODUCTS OR TO ASSUME FOR TRUENAS ANY LIABILITY PERTINENT TO THE PRODUCTS UNDER ANY CIRCUMSTANCES.

IN NO EVENT SHALL TRUENAS BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND ARISING FROM THE USE OF OR FAILURE TO USE THE PRODUCT(S), WHETHER IN CONTRACT, WARRANTY, TORT, NEGLIGENCE, STRICT LIABILITY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS OR REVENUE, LOSS OF USE OF PRODUCTS, DELAYS, OR CLAIMS OF YOUR CUSTOMERS FOR SUCH OR OTHER DAMAGES.

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