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Support Request

Highly Reliable Systems offers live technical support service during regular business hours: 8am-5pm PST, Monday-Friday, excluding holidays. Limited Installation Technical Support is provided on a best effort basis for NAS appliances with the Operating System unmodified from our factory defaults. We request that all new setup support to be scheduled at least two days in advance. To schedule your new device setup, please contact your Sales Representative, or fill out the support request form below. 

The first 15 minutes of Live Technical Support is free for all High-Rely products. Thereafter to continue the call, you must either have an active Dynamic Support contract, or you must pay $75 for each incident (via a ready to process credit card or an open net-terms account).

REMOTE SUPPORT: When asked by our technicians to allow remote viewing/control of your system, please click the button below.

Click here for remote support

High-Rely products include a detailed service manual, which may contain information needed to solve problems and answer questions, as well as other useful information you may be not be aware of. Many of the help requests we receive are typically already documented in the product manual. If you have misplaced your product manual, please see the “Software/Downloads” tab for your appliance on our product page or search through our collection of product manuals.

View our self-help support documentation for details about backup solutions:

Online Support Request:

Warranty Service

Benefits of Support
Here at Highly Reliable Systems we take support very seriously. Our customer support is dedicated to helping you get the most value out of your High-Rely appliance. We pride ourselves on delivering excellent support and will work with customers until issues are resolved or a solution is identified.

Benefit from software updates
Support Contracts are designed to keep your equipment and software up to date—allowing you to benefit from new features as they’re developed as well as provide unsurpassed technical support for your applications.

Technical support
We also pride ourselves on delivering excellent technical support via email and telephone to customers who have taken out a Dynamic Support Contract. We aim to respond to technical issues as quickly as possible when you are on a Support Contract. Our Support team will work with you until we have either resolved the issue or identified a resolution to your problem. If you have used your own hard drives in our media trays, they are excluded from Support Contracts.

Fault finding
Our telephone and email support includes fault diagnosis and help in connecting your product to other equipment. We also offer remote support options via ConnectWise Control.

  • Quick and easy appointment scheduling via the web
  • Option for technician to remote control client machine to effect configuration or repairs.
  • No need to purchase per incident tech support
  • Email support with one business day response
  • No call Centers-Personal Service
  • Minimize Backup System Down Time
  • Configuration Advice
  • We will give you our “best effort” to call back within 4 hours.

Limitations – Highly Reliable Systems does not accept liability beyond the remedies set forth in the Warranty Coverage Statements including any liability for products not being available for use or for lost or corrupted data or third-party software, or the provision of services and Technical Support. Highly Reliable Systems will not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service, Highly Reliable Systems is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of Technical Support under this agreement.

On Site Support Limitations – If Highly Reliable Systems determines that physical access is needed to the system, or unit, to continue troubleshooting and none can be provided, Highly Reliable Systems may request that as a condition of an RMA being issued, without troubleshooting, that all hardware (including any and all media) be returned along with the unit to provide the most comprehensive support. We also may need any and all password(s) to access the unit.

***NOTE: Due to variations of each office environment, we will not be able to test any Domain and/or Networking issues that may be unique to your office environment. Highly Reliable Systems will not be responsible for any loss of data, or configurations, during the RMA process.***

 Non-Transferable – All Support Contracts are assigned to the High Rely backup appliance and are affiliated by serial number, even if the appliance is transferred to a different customer, the support remains with the appliance.  Resale or transfer of Support Contracts is strictly prohibited, and will be grounds for termination or non-renewal of Technical Support.

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