Frequently Asked Questions about Netgate Support
Thank you for your purchase and for trusting us to secure your network environment!
You can login for support at our Customer Portal.
An incident is a single support issue and the reasonable effort that is required to resolve it, as defined by the RCL Terms and Conditions of Use. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each of these issues shall be considered a separate incident. An incident will relate to one specific feature, function, action, or facet of the software, or one aspect of its operation or performance. The definition of an incident may be expanded to include accompanying occurrences, or events that arise as a consequence of, or are dependent on it.
A non-comprehensive list of examples include:
- Supported package install and configuration
- Setup of up to two VPN connections (customer MUST have control of both endpoints)
- Reviewing of firewall logs to determine root cause of specific problems
- Best practices advice on deployment, configuration, and optimization
- Suggestions on performance improvements and firewall tuning
Examples of customer issues that will not count as an incident include:
- Out of box failure or any other problem not caused by the customer
- Hardware failure not caused by the customer while product is in warranty
- Pre-Sales or product availability questions
- Problems with pfSense based on documented software bugs
- Problems that are ultimately determined to be a software bug
The pfSense team supports packages maintained in-house and others that have been proven to work well with our software. Some of those packages include AutoConfigBackup, snort, squid, squidGuard, suricata, haproxy and more. For a complete list of supported packages and their requirements, please see the Supported Packages page.
The hourly support product was discontinued in March 2015. In aligning ourselves with others in the industry, we have implemented this flexible pay-as-you-go model which allows you to get technical assistance for a single incident.
Before purchasing Per Incident support, we highly recommend that you take advantage of the pfSense on-line documentation and discussion forums. All of these are complimentary resources that may lead directly to the answers you seek.
If you purchased a firewall from us, you should have received an information card with activation instructions. Once registered, you will have two support incidents automatically added to your account. If those incidents have been exhausted, you may renew them on the support renewal portal.
If you have not purchased a firewall from us, a standard subscription is avialable. Please sign up and/or add incidents to your software support account.
Thank you for your support of the pfSense project. A postcard with instructions should have shipped with your firewall. If not, please visit our product activation page to activate your support.
As you know, there are hundreds of vendors and thousands of products that can interface with pfSense in one way or another. That said, there are situations where we can provide a minimal level of guidance as it pertains to connectivity with our product. Generally speaking, we will only able to support our product at a high level and can only be expected to troubleshoot and resolve issues with pfSense. If you need end-to-end integration or have requirements that are more complex than what has been outlined, we encourage you to submit a request to our Professional Services team for an assessment as to how we can help.
Support incidents are no longer available as of October 28, 2016. We have three new plans which should meet your needs based on the kind of install you have, your required service level, your budget and other factors
Each problem is different. The time required to troubleshoot and resolve incidents varies greatly depending on the specifics and complexity of the issue. We will work as fast as we can to get your problem resolved.
When you activate your support in the pfSense portal, you will see a document that provides instructions on how to submit an incident. If you have any problems or questions around that process or cannot find the document, please e-mail email@example.com.
When you sign up for support, either activating it when you purchase a firewall from us or when purchasing it separately on our customer portal, you are required to provide an e-mail address. We are only able to accept support requests from that e-mail address.
Customers with active support incidents on their account are eligible for 24x7 support. This support has an 8-hour initial response SLA. Please submit your request through our portal at https://customercare.netgate.com.
pfSense team will only officially support the current release and one release prior. Anything older than that will be considered best-effort, and you should consider upgrading as soon as possible.
No support incident will consume more than one (1) hour of time. If it is anticipated that a solution to an incident will take longer, the customer should be advised that an additional incident will be exhausted or that additional incidents will need to be purchased.
There are no refunds on the purchase of support. Incidents purchased or activated with a new hardware purchase are valid for one year from the date of purchase. Any unused incidents will expire at the end of one year.