Sunday, November 6, 2016

24 x 7 Support now Available [feedly]

24 x 7 Support now Available

-- via my feedly newsfeed

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.


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!


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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