PFSENSE SUPPORT (PER-INCIDENT)

PFSENSE SUPPORT SERVICES (PER INCIDENT) 

Service Details:

• Availability: Monday to Friday, from 09:00 to 18:30 (local time).
• Response time: Maximum 4 hours.
• Maximum time per incident: 60 minutes.
• Validity: 12 months from the purchase date.
• Remote service: All support is provided remotely.
• After-hours surcharge: +50% on the standard rate.
• Billing: Each incident counts as a support request.
• Payment: Prepaid.
• Documentation not included.

🔹 The support incident is considered resolved when:
✔ The issue has been successfully fixed.
✔ The maximum duration of 60 minutes has been reached.

Pre-requisites:

Before purchasing this service, the client must ensure that their infrastructure meets the necessary requirements to provide effective support.

Areas We Can Assist You With:

We provide expert support for all key aspects of pfSense, including:

✅ Firewall rules
✅ MultiWAN and Load Balancing
✅ DNS / DHCP Server configuration
✅ Network Address Translation (NAT)
✅ Transparent Caching Proxy
✅ Web Content Filtering
✅ Traffic Shaping
✅ Advanced IPv6, NAT, BGP configurations
✅ Captive Portal with MAC filtering, RADIUS support, etc.
✅ VPNs: IPsec, OpenVPN
✅ Security: IPS/IDS
✅ Installation and configuration of compatible packages
✅ Firewall log analysis to identify connectivity or security issues
✅ Best practice recommendations for deployment and optimization
✅ Suggestions to improve firewall performance and security

What is a "Support Incident"?

A support incident is a single issue that can be resolved within a reasonable timeframe and does not require breakdown into multiple tasks.

A support incident is related to a specific function, action, or configuration within pfSense. If an issue involves multiple aspects or requires advanced configurations, each aspect will be treated as a separate incident.

🔹 Examples of support incidents:
✔ Installation and configuration of compatible packages.
✔ Configuration of up to two VPN connections (the client must control both endpoints).
✔ Firewall log analysis to determine causes of connectivity issues.
✔ Best practice advice on deployment, configuration, and optimization.
✔ Recommendations to improve firewall performance and security.

🔹 What is NOT considered a support incident:
✖ Hardware failure covered under warranty.
✖ Pre-sales inquiries or product availability questions.
✖ Issues ultimately determined to be software bugs.
✖ Full pfSense setup from scratch.
✖ Non-pfSense hardware support.

Supported pfSense Versions

📌 Official support is provided for the current version and the previous minor release of pfSense.

🔹 Important:
A single incident cannot exceed 1 hour of support. If you have a complex issue, we recommend contacting us for a fixed-price quote.

📞 Need assistance? Contact us now for expert pfSense support.