Over the last 12 months, our customer base has grown. The number of firewalls our customers have in production has increased. As a result, the way people utilize our support services has changed. This has required us to be more flexible in the way we adjust to our customer’s requirements and how we lay the foundation for our continued maturation and success in the future.
Our goal at the end of the day is to remain as responsive as possible to your support needs. As a result, we have transitioned from an hourly support model to a more predictable, pay-as-you-go, per-incident support model.
Incident-based support is nothing new in the tech industry. Companies such as Dell, VMware, Apple, Cisco and countless others have implemented this successful and customer-friendly model throughout their organizations. It is our intention that by transitioning to this model, ownership and accountability will continue to drive the focus on your end-to-end experience with pfSense, and you will be delighted by a higher level of customer satisfaction and reduced time to resolution.
As always, we encourage you to utilize the resources available to you prior to opening a support case with us. Links to community support and documentation can be found here: https://www.pfsense.org/get-involved/
Any purchase of a Security Gateway Appliance from the pfSense store will be bundled with two (2) complimentary incidents. These can be used for initial setup or configuration issues, or saved for a later date as insurance should a situation arise and you need assistance.
For those customers who do not have a firewall from the pfSense store, support is sold in economical 2, 5 or 10-incident packs. These incidents are valid for up to one year from the date of purchase or until exhausted.
Legacy Hourly Support
If you currently have an hourly support agreement, it’s still valid! Hourly support agreements (based on the initial 2-hour minimum or additional hours added after the fact) are valid for one year or until exhausted. You will not need to transition to the per-incident model until one of those triggers takes place and you need additional support for pfSense.
For more detail on this new support offering, please read the entire per-incident support FAQ at http://www.pfsense.org/get-support/support-faq.html
We appreciate your continued support during this transition and your ongoing support of the project.