Frequently Asked Questions about Netgate Global Support
Thank you for your purchase and for trusting us to secure your network environment!
General Support FAQ
No matter what level of support you have, you can sign into our customer support portal at https://customercare.netgate.com to request support. ENTERPRISE and ENTERPRISE PLUS support customers can also utilize our on-line chat feature and telephone support for urgent issues. Please keep in mind that you must have a valid support subscription on each appliance for which you are requesting assistance.
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.
If you purchased a firewall prior to May 31, 2017, you are eligible for complimentary per-incident support. You can activate those two incidents of support from our product activation page. Keep in mind that the two incidents that came with the firewall are only valid for one year from date of purchase or until exhausted. If you would like to upgrade to PROFESSIONAL, ENTERPRISE or ENTERPRISE PLUS support, please e-mail firstname.lastname@example.org.
If you purchased a PROFESSIONAL, ENTERPRISE, or ENTERPRISE PLUS support package on or after May 31, 2017, no activation is necessary. We will just need the serial number (for Netgate hardware) or Netgate Device ID (for non-Netgate hardware) from the appliance for which you are requesting 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.
PROFESSIONAL support plans have an 8 hour initial response SLA. ENTERPRISE support plans have a 4 hour initial response SLA. And finally, ENTERPRISE PLUS support plans 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.
Netgate support for pfSense is 24x7x365. The initial response SLA and methods of contact vary between the PROFESSIONAL, ENTERPRISE and ENTERPRISE PLUS support levels. We work to get to every request as soon as we can.
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.
Support incidents are no longer available as of May 31, 2017. We have three new, more comprehensive support plans which should meet the needs of all customers based on service level requirements, budget and other factors. To see these plans, please visit https://www.netgate.com/support.
Yes. You can still activate those two support incidents if your purchase was made within the last year. Please keep in mind that they will only be valid for up to one year from the date of purchase or until they have been used. But you still need to activate them in order to receive support on that appliance.
Our least expensive option is designed for customers who may not be running a mission-critical install of pfSense, but still may need professional assistance in solving issues that may arise. The $948 subscription averages out to only $49 a month and that provides 24x7x365 support with an 8-hour SLA.
The subscription applies to each firewall. You will need to have a subscription for each firewall that you may need support on.
Yes, you can purchase the software support subscription at any time. Please note that by electing to wait to purchase a support subscription until you have a critical event will delay service as each support purchase gets entered into our systems.
The Enterprise support subscription should meet your needs. It’s the minimum level with phone support and has a 4-hour SLA that includes online chat support as well as the ability to make requests through our customer support portal at customercare.netgate.com.
As long as you have a valid support subscription on the firewall you are requesting service on, you can contact us as many times as you need.
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 support on that appliance
Yes! Anyone in your organization will be able to make a support request. We track support eligibility based on the Netgate Device ID (NID), a unique number displayed in the System Information widget on the dashboard of the firewall GUI. The NID is REQUIRED for us to verify support eligibility on the firewall for which you are requesting support.
No. The software support plan only covers support for pfSense software. It does not extend the hardware warranty of products purchased from Netgate.
You can select from the ENTERPRISE or ENTERPRISE PLUS plans. Both of those plans include 24x7 phone support.
Yes! Support can be purchased in 1, 2, or 3 year terms, with a discount being applied to each additional year. We also have volume discounts for 11 or more firewalls. Note that all bulk support subscriptions must be applied at the same point of sale to be eligible for volume discounts.
E-mail email@example.com and provide the Netgate Device ID(s) of the unit(s) you have under a support agreement along with the number of people you wish to put through the training course. Someone will contact you and arrange the signup for the class.
Common issues addressed by 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 support):
- Network architecture design
- General consulting
- Firewall conversion
- Network security services
- High-availability configuration
- other project-related tasks
- pfSense training
Per-Incident Support FAQ
You can login for per-incident 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
We have a standard SLA of 24 hours for a response with per-incident support. We strive to ensure that all tickets have an initial response within 4 hours during that time frame.
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.
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.