OSNexus + Seagate Unified Support Process and Policy

OSNexus + Seagate Integrated Support Process

Support Overview

OSNexus has partnered with Seagate to provide a seamless, integrated support experience for both hardware and software issues. This partnership allows OSNexus to serve as your single point of contact for all support requests, eliminating the uncertainty of whether an issue is hardware- or software-related.

• Initial Triage by OSNexus
  • OSNexus will analyze incoming issues to determine if they are software- 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.

• 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

OSNexus does not control hardware replacement approvals, shipping, or RMA logistics. Those are fully managed by Seagate and StorTrec. OSNexus’ role is to triage, facilitate escalation, and support the recovery process to minimize downtime.

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Support Procedure

Follow these steps when you encounter a support issue:

1. Open a Support Ticket
   • Email support@osnexus.com with details of your issue.

1. 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.

1. Triage & Escalation
   • If the issue appears to be hardware-related, OSNexus may schedule a Zoom session for clarification.
   • If sufficient data is already available, OSNexus will escalate directly:
     • Within the first 60 days of deployment: escalated to Seagate.
     • Beyond 60 days: escalated to Seagate’s global support partner, StorTrec.

1. Hardware Replacement Coordination
   • You will be introduced to a StorTrec contact via the support ticket.
   • StorTrec may request more details or schedule a call to confirm the diagnosis.
   • Once the faulty component (e.g., HDD, controller, etc.) is confirmed, StorTrec coordinates the RMA and replacement procedure.
   • OSNexus may also join these calls to provide assistance during the replacement process.

1. System Health Validation
   • After replacement is complete, OSNexus will conduct a post-replacement system health check to verify stability and confirm that the system has returned to full operational health.