Menu

Support and Warranty Plans

Last updated: June 1, 2022

One Stop Systems (“we”, “our” or “OSS”) offers our customers (“you” or “your”) several service plan options to match the requirements of a wide variety of deployment scenarios. These service plans provide the capability to optimally fit your business size, system type, response time and budget. OSS reliability starts in design. Many of our products offer redundancy of the most failure prone parts such as power supplies, drives and fans as well as advanced remote monitoring capability via our integrated system monitors. Most of the basic system components are easily replaceable through our parts replacement services, or through strategic onsite spares.

HDI Certified

One Stop Systems' Support Team and Field Application Engineers have been internationally recognized by receiving HDI's top Pinnacle of Excellence Award.

These service plans apply to all orders placed after the date first set forth above.

OSS Service Plans offer varying length of product warranties, response times to new issues, and if necessary, faster shipping times if a part replacement is necessary. All OSS products include our Bronze service plan with our product warranty (a) for defects in workmanship and parts manufactured by OSS for the Standard Warranty Period (as defined below) and (b) for defects in parts manufactured by a third-party (see below). Service plan upgrades are always available within your OSS Warranty Period at OSS’s then-current rates. Other options may be available to repair out-of-warranty units. An out-of-warranty support plan upgrade may be available with a call to our sales team.

Service Plan Bronze Silver Gold OEM Services
Product Warranty
  • Standard one (1) year warranty from date of shipment (the “Standard Warranty Period”).

  • You may purchase an extension of the Standard Warranty Period for up to two (2) additional years (for a total of three (3) years) at OSS’s then-current rates.

  • The Standard Warranty period and any extension purchased by you will collectively be referred to herein as the "OSS Warranty Period."

Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates.

Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates.

Same as Bronze, except you may purchase an extension of the Standard Warranty for up to four (4) additional years (for a total of five (5) years) at OSS’s then-current rates.

Technical Support
Support Length/Term During your OSS Warranty Period. During your OSS Warranty Period. During your OSS Warranty Period. During your OSS Warranty Period.
Support Hours

7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays.

7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays. 24-hour x 7-days a week. After hours includes times after 5 PM weekdays, weekends, and holidays. Per separate agreement between you and OSS.
Support Access

Website (customer portal on www.onestopsystems.com) or email (support@onestopsystems.com).

Website and e-mail inquiries received outside of the support hours listed above will be deemed received at the start of the next day during which support is available (see Support Hours above).

Website (customer portal on www.onestopsystems.com); email (support@onestopsystems.com); or telephone (877) 438-2724).

Website, e-mail and telephone inquiries received outside of the support hours listed above will be deemed received at the start of the next day during which support is available (see Support Hours above).

Website (customer portal on www.onestopsystems.com); email (support@onestopsystems.com); or telephone (calling the telephone number provided in your Gold service plan warranty welcome letter).

Per separate agreement between you and OSS.
Response Times from the Time We Receive Your Notification
SEV 1
(see definition below)

Within one (1) business day (i.e. Monday – Friday, excluding all holidays).

Within four (4) hours during which support is available (see Support Hours above).

For telephone notifications, within one (1) hour – but see footnote below.1

For website and email notifications, within four (4) hours– but see footnote below.1

Per separate agreement between you and OSS.
SEV 2
(see definition below)
Within one (1) business day (i.e. Monday – Friday, excluding all holidays). Within eight (8) hours during which support is available (see Support Hours above). Within eight (8) hours– but see footnote below. 1 Per separate agreement between you and OSS.
SEV 3
(see definition below)
Within one (1) business day (i.e. Monday – Friday, excluding all holidays). Within one (1) business day (i.e. Monday – Friday, excluding all holidays). Within eight (8) business hours (i.e. 7 AM to 5 PM (Pacific Standard Time) Monday – Friday, excluding all holidays). Per separate agreement between you and OSS.
SEV 4
(see definition below)
Within two (2) business days (i.e. Monday – Friday, excluding all holidays). Within one (1) business day (i.e. Monday – Friday, excluding all holidays). Within one (1) business day (i.e. Monday – Friday, excluding all holidays). Per separate agreement between you and OSS.

Priority business hours
(i.e. after 5 PM and before 7 AM (Pacific Standard Time) Monday - Friday, weekends, and holidays)

No No Yes
Per separate agreement between you and OSS.
Further details: For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. For further details regarding our technical support services, see our support agreement on our website at: https://onestopsystems.com/pages/support-and-warranty-plans. Per separate agreement between you and OSS.

1Priority business hours (i.e. after 5 PM and before 7 AM (Pacific Standard Time) Monday – Friday, weekends, and holidays) response times require a telephone call into the OSS technical support team. When a call is returned, someone must be available to work on the issue right away until a solution or workaround is reached. If the contact is unreachable, the severity level can be reduced at the discretion of the OSS technical support team. Website and e-mail notifications are always next business day.

Severity Levels Defined

Severity LevelDefinition
SEV 1• A production server is down/offline and will not boot.
• A production expansion system is offline or is no longer recognized by the host system.
• A production server hangs or crashes repeatedly, and reboots do not stabilize the system.
• Data availability is lost, or data corruption has occurred.
• Any of the above issues where no workarounds or immediate solutions are available. Once a workaround or solution becomes available, the severity level will lower to a SEV 2 or SEV 3 (normal). 
SEV 2
• A component or feature does not operate as described in the documentation.
• Significant performance degradation that causes high impact on business operations.
• A non-production system or new installation that does not function properly. For example, a system does not boot properly, hangs, crashes or is otherwise unstable.
• Software or firmware updates cause system stability issues or loss of functionality.
• An intermittent issue that causes a major loss of function.
• Assistance with recovering a system after a hardware fault and subsequent parts replacement.
• An issue that affects a significant number of end-users.
SEV 3• A production server hangs, or crashes and a reboot does stabilize the system. The root cause is being investigated.
• A component of a redundant system fails, i.e., one of two power supplies is offline, or a single drive in a redundant RAID configuration.
• A stable solution or workaround is provided to address the loss of some function or feature. Work continues to address the issue long-term.
• Software or firmware updates cannot be installed, or some minor functionality is lost after updates are applied.
• Any non-production issue is reported in a lab, staging area or in a development environment.
• An intermittent issue that causes a minor loss of function.
• Integration with other products does not function properly. 
SEV 4• A non-critical issue that causes a minor loss of functionality or quality-of-life issue.
• Minor issues including typos in documentation, or cosmetic errors not impacting production 

You are now leaving the OSS website