Support Policy

Untangle support is available to customers who have purchased a Live Support subscription (included in our NG Firewall Complete package). 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:

• Using the “Support” link on the top right-hand side of the page at Untangle.com
• Use the "Help" widget in the bottom right corner of the page at Untangle.com
• Visiting http://support.untangle.com
• Emailing the Support team at support@untangle.com
• Calling (866) 233-2296 and pressing option “2” for Support
• Support widget in the top right corner of the Untangle Admin interface

 

Hours of Operation

1. Monday - Friday 5am-5pm Pacific Time
   
   
2. 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

We're only able to respond to support requests during our normal hours of operation. Responses are provided on a first-come, first-served basis. Our median first-response time for support tickets not generated via phone call is 2 business hours. Our average hold-time is 60 seconds.

NOTE: We cannot control phone call volume so we cannot guarantee hold times. There may be times that you may be holding for longer than a minute.   

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

 

 

Supported Products

Untangle Support covers:

• NGFW software for the current and previous minor version release. Minimum supported version is 16.0 as of January 2021.
• SD-WAN Router software for the current and previous minor version release. Minimum supported version is 1.3 as of January 2021.
• Your Untangle's hardware, if it was purchased or leased from us.

We do not support or offer recommendations for 3rd-party hardware. Below is a link to an article in our wiki outlining the Hardware requirements to run Untangle. This can be used as a reference when sourcing your own hardware.

https://wiki.untangle.com/index.php/Hardware_Requirements

 

 

FAQ

What do the case statuses mean?

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

Open - The case is currently being worked

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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