View source for OSNexus + Seagate Unified Support Process and Policy

[[Category:support_guide]]
OSNexus has partnered with Seagate to provide a seamless, integrated support experience for both hardware and software issues.  To be eligible for this integrated assistance you must have a Seagate AP, Seagate Exos JBOD, or Seagate Corvault as part of your storage system that is still under an active Seagate support contract. This partnership allows OSNexus to serve as your initial single point-of-contact for all support requests, eliminating the uncertainty of whether an issue is hardware-related or software-related.

== Support Process Overview ==

=== Initial Triage by OSNexus ===
* OSNexus will analyze incoming issues to determine if they are software-related or hardware-related.
** '''Software issues''' are handled directly by OSNexus Support.
** '''Hardware issues''' are escalated to Seagate’s global support partner, StorTrec, who takes the lead on hardware replacement and further communication.

=== Streamlined Escalation ===
* OSNexus simplifies the hardware escalation process by gathering logs and other diagnostic information required for RMA. 
* This information is passed to StorTrec, and OSNexus ensures the customer is connected with the appropriate StorTrec representative to move the replacement process forward.
=== Post-Replacement Health Check ===
* After hardware replacement is completed, OSNexus steps back in to perform a system health check to ensure your environment is restored to full operational health.
=== Important Note / Limitations ===
OSNexus does not control hardware replacement approvals, shipping, or RMA logistics. Those core aspects of hardware support are fully managed by Seagate and StorTrec. As it pertains to hardware issues OSNexus’ role is to limited to assisting with the hardware triage, facilitating the escalation, and in assisting in the recovery process after the replacement RMA hardware has arrived.

== Support Escalation Procedure ==

Follow these steps to engage with OSNexus support when you have a hardware or software issue on systems with active subscriptions:

=== Step 1) Open a Support Ticket ===
Email [mailto:support@osnexus.com support@osnexus.com] with details of your issue is the best way to get started.  You may also use our 1-800 listed at the bottom of the page at osnexus.com to escalate via our 24/7 reception desk but we recommend using email as it is more direct.

=== Step 2a) Send System Logs ===
* Use the '''Send Support Logs''' feature in the QuantaStor Web User Interface to provide diagnostic logs. These logs help OSNexus determine if the issue is hardware- or software-related.  

=== Step 2b) Send Corvault Logs ===
* If you have Seagate Corvault systems there's a separate log send process for these.  Within the QuantaStor web user interface go to the '''Controllers & Enclosures''' section, then select a Corvault from the tree view on the left, then right-click and choose 'Send Logs..'.  This will send logs for that specific Corvault, be sure to send logs for all your Corvault systems.

=== Step 3) Initial Triage ===
* OSNexus' global support team will analyze the logs to categorize the issue as software or hardware-related, OSNexus may schedule a Zoom session for clarification.

=== Step 4) Escalation To Seagate/Stortrec ===
* If there's sufficient data to indicate there is a hardware issue (such as a failed device) OSNexus will immediately escalate to Seagate (or StorTrec) for assistance.
** Note: Within the first 60 days of a new deployment Seagate handles the escalations directly, after the initial term tickets are escalated to Seagate’s global support partner [https://www.stortrec.us/ '''StorTrec'''].

=== Step 5) Hardware Replacement Coordination (RMA) ===
* OSNexus will ensure you are introduced to a '''StorTrec contact''' via the support ticket so that Seagate/Stortrec can further assist with any further hardware analysis that may be required before starting the RMA replacement of the media
* Seagate/StorTrec may request additional details and may schedule a Teams/Zoom call to confirm the diagnosis.  Generally OSNexus will attend these calls but OSNexus support is typically not required at this stage.
* Once the faulty component (e.g., HDD, controller, etc.) identification is confirmed, StorTrec coordinates the '''RMA and replacement procedure'''.  
=== Step 6) Adding Replacement Media ===
* After the replacement media has arrived be sure to reach out via the support ticket to get assistance from OSNexus
* For HDD replacement in a Seagate Corvault unit or Seagate X series that activity is lead by Seagate/Stortrec
* OSNexus will verify cluster health and assist with any configuration changes that may be required.

=== Step 7) System Health Verification & Ticket Close ===
* After any hardware media or controller replacement is complete OSNexus should be contacted to conduct a '''post-replacement system health check'''.
* To assist in that process please send logs again so that OSNexus support can verify your system has returned to full operational health.