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What are the Untangle Support Policies?

Support Policy

Untangle support is available to customers who have purchased a Live Support subscription (included in our NG Firewall Complete Package). The Untangle Support team will attempt to answer questions from non-paying customers as well, and while we do our best to address every customer’s issue(s), Live Support customers are always assisted first.  If you do not have a Live Support subscription we recommend visiting our various online self-help pages.

 

Forums - Untangle’s user forums are robust and very active. They’re a great resource. You can find the forums at http://forums.untangle.com/.

Wiki - Untangle’s Wiki site is another great resource, full of information - including links to all of our products’ store pages, user forums, and FAQs. Our Wiki site is located at http://wiki.untangle.com/index.php/Main_Page.

Support Page - Customers can also access the Untangle support portal at http://support.untangle.com, where they will be able to create a trouble ticket for the Support team as well as searching knowledge-base articles and solutions.  

 

Support Tickets

Support tickets can be generated a number of ways. Users can submit a ticket by doing any of the following:

 

Hours of Operation

  • Monday - Friday 5am-5pm Pacific Time
  • We are also closed for the following holidays:
    • New Year’s Day
    • Presidents Day
    • Memorial Day
    • Independence Day
    • Labor Day
    • Thanksgiving & Black Friday
    • Christmas Eve & Christmas Day
    • New Year’s Eve

 

 

Response Times

Response times are generally limited to within Untangle’s hours of operation. Responses are provided on a first come, first served basis among Live Support customers.             

Case Priorities:

Normal - How To questions and minor issues

High - An app or service is not functioning

Urgent - Appliance or Software is completely non functional

 

Normal - 8 business hours for first reply, 12 business hours for additional replies 

High - 4 business hours for first reply, 6 business hours for additional replies

Urgent - 2 business hours for first reply, 3 business hours for additional replies

 

Supported Products

Untangle Support covers both our NGFW and IC Control lines of products, from software to hardware. Support is only available for the current and minor version previous release.  We do not support or offer recommendations for 3rd-party hardware.

 

FAQ

What do the case statuses mean?

New - The case has been created however an agent has not replied yet

Open - The case is open on our end and being worked on

Pending - We are waiting for a reply from the customer

On Hold - We are waiting for a time to troubleshoot or verify if an ongoing issue is resolved

Solved - Issue has been resolved

 

Why did my case close automatically?

After 5 business days of a case being in a ‘Pending’ status, the ticketing system will automatically close the case in question if there have been no replies/updates to the case.

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