Netgate Global TAC Support FAQ

Netgate's 24/7 Technical Assistance Center (TAC) is a globally-dispersed team of engineers who stand ready to address your technical issues with pfSense® and TNSR, as well as advise on best practices to maximize uptime of your deployment. Take advantage of a TAC subscription for pfSense or TNSR today and see what Netgate's TAC can do for you!

General TAC Support FAQ

No matter what pfSense or TNSR TAC subscription you have, you can sign into our customer portal at https://go.netgate.com to request assistance. pfSense ENTERPRISE, ENTERPRISE PLUS and TNSR TAC Plus customers can also utilize telephone support for urgent issues. Please keep in mind that you must have a valid TAC subscription on each appliance for which you are requesting assistance. TNSR customers can get technical assistance using their order number or serial number from their Netgate appliance.

The pfSenseĀ® 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.

No activation is necessary. In order to submit a TAC request at https://go.netgate.com, we require Netgate Device ID (found on the dashboard of your pfSense firewall) or the serial number (for Netgate appliances) depending on the product you have. There is also no activation requirements for TNSR TAC or TAC Plus subscriptions.

As you know, there are hundreds of vendors and thousands of products that can interface with pfSense and TNSR 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 be able to provide technical assistance for our products at a high level and can only be expected to troubleshoot and resolve issues with pfSense and TNSR. 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 professional.services@netgate.com for an assessment as to how we can help.

pfSense PROFESSIONAL and TNSR TAC subscriptions have an 24 hour initial response SLA. pfSense ENTERPRISE and TNSR TAC Plus subscriptions have a 4 hour initial response SLA. And finally, pfSense ENTERPRISE PLUS TAC subscriptions have a 2 hour initial response SLA. We strive to get to every request as quickly as we can, and in most cases, our initial response will be well within the SLA requirement.

Each problem is different. The time required to troubleshoot and resolve requests varies greatly depending on the specifics and complexity of the issue. We will work as fast as we can to get your problem resolved. We will also work to resolve each issue while balancing the various priority levels that accompany the PROFESSIONAL, ENTERPRISE and ENTERPRISE PLUS support offerings.

Our Technical Assistance Center (TAC) operates 24x7x365 supporting pfSense and TNSR customers. The initial response SLA and methods of contact vary between the various TAC subscriptions.

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. In order to be eligible for PROFESSIONAL, ENTERPRISE, or ENTERPRISE PLUS support, you will need to be on pfSense 2.3.4 or later.

A TAC subscription applies to a single installation of pfSense or TNSR. You will need to have a valid TAC subscription for each install you request assistance with.

Yes, you can purchase a TAC subscription at any time. To upgrade your TNSR TAC subscription to TAC Plus, please contact sales.

Please note that by electing to wait to purchase a TAC subscription until you have a critical event will delay service as each purchase gets entered into our systems.

The pfSense Enterprise or the TNSR TAC Plus subscription should meet your needs, depending on the product you are using. These are the minimum subscriptions with phone TAC support and both have a 4-hour initial response SLA as well as the ability to make requests through our customer portal at https://go.netgate.com.

As long as you have a valid Technical Assistance Center (TAC) subscription on the platform you are using, you can contact us as many times as you need. Subscriptions are on a per-install basis.

The SLA is the maximum amount of time you can expect to see an initial response to your service request. We strive to address incoming requests within minutes, but initial response times may fluctuate depending on the number of requests currently being handled and other factors.

Yes. If you bought a system from Netgate and installed pfSense yourself, you can get TAC support on that appliance

Yes! Anyone in your organization will be able to make a TAC request. We track eligibility based on the Netgate Device ID (NID), a unique number displayed in the System Information widget on the dashboard of the firewall GUI. We can also verify eligibility based on order number or serial number.

No. The TAC subscription only covers technical assistance for pfSense and TNSR. It does not extend the hardware warranty of products purchased from Netgate.

You can select from the pfSense ENTERPRISE, pfSense ENTERPRISE PLUS, or TNSR TAC Plus plans. Both of those plans include 24x7 phone support.

Yes! TAC Subscriptions for pfSense software can be purchased in 1, 2, or 3 year terms, with a discount being applied to each additional year at the point of sale. Please contact sales for volume discounts of 11 or more installations.

For multi-year TNSR TAC subscriptions, please contact sales@netgate.com

Please contact sales@netgate.com to arrange your training discount. Training discounts are only valid while the TAC subscription is valid.

Common issues addressed by TAC support include, but are not limited to:

  • pfSense Installation, deployment and configuration support
  • Firewall and NAT rule configuration and troubleshooting
  • Preventative solutions and best practices consultation
  • pfSense configuration review
  • Site-to-Site and Remote Access VPN configuration and troubleshooting
  • Supported package installation, configuration and troubleshooting
  • Firewall service configuration and troubleshooting (DHCP, DNS Resolver, etc.)
  • Connectivity configuration and troubleshooting (e.g. Multiple WANs)

Common issues addressed by professional services (NOT TAC support):

  • Network architecture design
  • General consulting
  • Firewall conversion
  • Network security services
  • High-availability configuration
  • other project-related tasks
  • pfSense training
  • Implementation

If you are a Netgate partner, you are able to purchase TAC support for your customer on a per-unit basis or purchase a Partner Comprehensive Support plan, which will cover software support on any appliance you purchase from Netgate. Please e-mail partner@netgate.com for more information.