24/7/365 Support

Expert team providing superior level support. Tier one and two 24/7/365 Engineering help desk.

Every solution we build is fully tested and documented so that our staffs of support engineers have access to all of the information they need to understand any problems you may encounter quickly and find effective solutions for you. We take full ownership of support requests and if necessary, escalate them to our vendor partners as your advocate making sure that you get the response you expect and the results you need.


Support

Phone
1800-330-7335 (ext: 3)
Fax
978-409-2403
Email
support [at] raidinc.com
Open a RMA request (for failed parts)
Click Here
Open a Support Case
Click Here

Submit a support request

Please submit your request for support or failed parts (RMA) by filling out the details below.

About You

Open RMA Case (For Failed Parts)

RAID Inc 5-digit serial is usually found on the back or on the front of the hardware product. In case if you don't know or can't find the 5-digit serial number and believe you are covered under our support, please call our RAID Inc. technical support for assistance.

Please select
HIGH - when facing downtime, affecting critical business hours
MEDIUM - when fail-over mechanism in place but need to fix it sometime soon. (For example: drive failures)
LOW - When seeking answers to a technical question or following up on failed part(s), no issue affecting your critical business hours of operation.

Government customers or customers with "keep your failed hardware" contract (such as drives with sensitive information) shall be exempt from returning us the failed parts physically.

RMA Replacements/Parts Shipping Address

We may verify the failure and may contact you for more information before shipping the replacements.

Please enter your street address or PO Box

Please enter building, room, apt, suite

Please enter your City or town, principal subdivision such as province.

Please enter your state, and county (if different from USA)

postal code

Please enter your postal code.

Please accept the RMA Terms

* A scan or photo copy of the failed part showing product information (such as product ID, serial numbers, etc.) may still be requested by RAID Inc support team.
* If you don't have a "keep-your-failed-parts" contract, our support team will let you know.
* We may request to access your event logs or support bundle to determine the hardware failures. A Raid Inc Support Engineer will reach out to you with instructions once a RMA case is open.

*Customer is responsible for all returns to RAID and have 30-days to return the defective component or an invoice will be sent. Be sure to ship the components in appropriate shipping materials or approved shipping boxes. Parts deemed to have been damaged during shipping, OR not returned, will be billed to the customer.
* We may request to access your event logs or support bundle to determine the hardware failures. A Raid Inc Support Engineer will reach out to you with instructions once a RMA case is open.

* Our Support team may reach out to you in case a photo/scan copy of the hardware is required.
* If you don't have a "keep-your-failed-parts" contract, our support team will let you know.
* If we identify that you don't have a "keep-your-failed-parts" contract, our support team may request you to return the failed parts. If this is the case, customer is responsible for all returns to RAID and have 30-days to return the defective component or an invoice will be sent. Be sure to ship the components in appropriate shipping materials or approved shipping boxes. Parts deemed to have been damaged during shipping, OR not returned, will be billed to the customer.
* We may request to access your event logs or support bundle to determine the hardware failures. A Raid Inc Support Engineer will reach out to you with instructions once a RMA case is open.

Open A Support Case

RAID Inc 5-digit serial is usually found on the back or on the front of the hardware product. In case if you don't know or can't find the 5-digit serial number and believe you are covered under our support, please call our RAID Inc. technical support for assistance.

Please select
HIGH - when facing downtime, affecting critical business hours
MEDIUM - when fail-over mechanism in place but need to fix it sometime soon. (For example: drive failures)
LOW - When seeking answers to a technical question or following up on failed part(s), no issue affecting your critical business hours of operation.

Please provide the subject of this support issue

Contact us

Our Corporate Headquarters is located in Andover, MA 20 minutes from Boston Airport.

Our Address:
200 Brickstone Square Suite 302, Andover, MA 01810

Phone: 800-330-7335
Fax: 978-409-2403
Email: info [at] raidinc.com
Email: sales [at] raidinc.com

Our support is available!