24 x 7 Support now Available

Netgate®, the leading provider of open source security solutions and the host of the pfSense® open source firewall project is proud to announce the availability of professional 24×7 support for pfSense software.  

Our new extended support hours are available to all customers who have active pfSense software support incidents on their account.  Support incidents are available both for pfSense hardware purchased from Netgate and for customers who have installed pfSense CE on their own hardware.

Customers with active support incidents on their account are eligible to use telephone, chat and email to initiate a support request. With our new level of staffing and capability, we’re also happy to announce a reduction in our initial response service level agreement (SLA) from 24 hours to 8 hours.

NEAR-FUTURE PLANS

In the next few months, Netgate will further refine the professional support model for pfSense software.  This new support model will include three Enterprise level support options with initial response times of 2, 4 and 8 hours, varying methods of requesting support (phone, chat, e-mail), advanced hardware replacement, complimentary professional services consultation, training discounts, and more depending on the level of support selected.

Once our new support options are launched, sales of new support incidents will cease. Any existing support incidents held by the customer will be honored. Support incidents are valid for up to one year from purchase date and are non-refundable.

While you are planning for the next level in our comprehensive 2017 support offering, you may purchase support incidents here!

JUST THE BOOK!

Several customers and community members have requested access to The pfSense Book separate from the additional features of the pfSense Gold subscription. In order to celebrate the launch of 24×7 support, we are announcing a new, lower price for the HTML version of The pfSense Book, by Christopher M. Buechler and Jim Pingle, which you may purchase here.

Starting today, a one-year subscription to the online edition of the official pfSense book can be purchased for $24.70/year. Customers who purchase a pfSense appliance from Netgate will continue to receive complimentary access to the book.

As we look back over the last ten years, we are in awe of the diverse group of highly motivated individuals who have collaboratively assembled into the pfSense community.  We at Netgate would like to take this opportunity to thank all of the pfSense community, and especially all of our customers, large and small, for continuing to make pfSense a growing, sustainable, open source project.

We look forward to what the future brings!

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6 Responses to “24 x 7 Support now Available”

  1. Dalilah Says:

    This is good news! Thank you!

  2. Jerold Von Hemel Says:

    Please don’t forget about those home users who bought PFSense branded hardware! I have no problem paying for affordable support so please consider an option appropriate for home users. Thanks!

  3. Scott Says:

    Excellent news. Have not had to use support yet, but knowing it is there is a big relief..

  4. Rob Ellis Says:

    Please send renewal support details to my email address.

  5. Jerry Says:

    What will be the cost for these new Enterprise plans? Will small guys such as myself be priced right out of the picture? I can’t imagine a small company like us not having access to the internet for 8 hours while we wait on a return phone call. But at the same time, paying high support plan fees aren’t in the scope of a small company like ours either. I always liked the incident support because I don’t need much help, but when I do, I can’t lose my business over not being able to get help. I knew it cost a little more, but that was OK.

  6. Ray Clark Says:

    Is the $25/year on-line book subscription for the paper book that is pictured ( I have one of those! ) or the new book for PFSense 2 that is evergreen? Also, thank you for making this available. I am a “simple” home user (With 4 subnets) and will gladly send $25/year.

Please don’t post technical questions or off-topic comments. It is far more likely that your questions and concerns will be addressed effectively through one of our support channels.

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