Difference between revisions of "Live Support"

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| align="center" | [[Image:LiveSupport.png|128px]]     '''Untangle Support'''
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| align="center" | [[Image:LiveSupport.png|128px]]     '''Edge Threat Management Support'''
 
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| align="center" |
 
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|[http://www.untangle.com/store/live-support-conf.html Live Support Description Page]
 
|[http://www.untangle.com/store/live-support-conf.html Live Support Description Page]
 
|-
 
|-
|[http://forums.untangle.com/ Untangle Forums]
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|[http://forums.untangle.com/ Forums]
 
|-
 
|-
 
|[[Live Support FAQs]]
 
|[[Live Support FAQs]]
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== About Live Support ==
 
== About Live Support ==
  
Live Support entitles users with access to Untangle's support team via phone and email.
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Live Support entitles users with access to the Edge Threat Management support team via phone and email.
  
 
To learn more about this service, visit the [http://www.untangle.com/store/live-support-conf.html Support] page. Live Support includes [[Configuration Backup]].
 
To learn more about this service, visit the [http://www.untangle.com/store/live-support-conf.html Support] page. Live Support includes [[Configuration Backup]].
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The '''Get Support''' button opens our ticketing system, which is also reachable at [https://support.untangle.com support.untangle.com]. You can also email us directly at <tt>support at untangle dot com</tt> which will automatically create a support ticket.
 
The '''Get Support''' button opens our ticketing system, which is also reachable at [https://support.untangle.com support.untangle.com]. You can also email us directly at <tt>support at untangle dot com</tt> which will automatically create a support ticket.
  
Please include as much information as possible when filing a ticket, and please remember paid support customers take priority over free support cases. We will be unable to escalate free customer issues to the engineering team.
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Please include as much information as possible when filing a ticket, and please remember that a Live Support subscription is required to work directly with the support team. We will be unable to escalate free customer issues to the engineering team.
  
  
'''Support Information''' lists information will help Untangle Support verify your license and identify your box:
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'''Support Information''' lists information will help Edge Threat Management Support verify your license and identify your box:
 
 
* '''UID''': The ''unique identifier number'' for your Untangle.  This number is generated during the install process.
 
* '''Build''': The exact build version your Untangle is running.
 
  
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* '''UID''': The ''unique identifier number'' for your NG Firewall.  This number is generated during the install process.
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* '''Build''': The exact build version your NG Firewall is running.
  
 
== Related Topics ==
 
== Related Topics ==

Latest revision as of 18:50, 3 May 2022

LiveSupport.png     Edge Threat Management Support
Other Links:
Live Support Description Page
Forums
Live Support FAQs




About Live Support

Live Support entitles users with access to the Edge Threat Management support team via phone and email.

To learn more about this service, visit the Support page. Live Support includes Configuration Backup.


Support

The Get Support button opens our ticketing system, which is also reachable at support.untangle.com. You can also email us directly at support at untangle dot com which will automatically create a support ticket.

Please include as much information as possible when filing a ticket, and please remember that a Live Support subscription is required to work directly with the support team. We will be unable to escalate free customer issues to the engineering team.


Support Information lists information will help Edge Threat Management Support verify your license and identify your box:

  • UID: The unique identifier number for your NG Firewall. This number is generated during the install process.
  • Build: The exact build version your NG Firewall is running.

Related Topics


Live Support FAQs

When is Live Support available?

Edge Threat Management Support is available Monday through Friday, 5am to 5pm.

What can Edge Threat Management Support help me with?

Because of the variables involved in hardware choices and network setup, Edge Threat Management Support can only assist you with anything having to do with your Edge Threat Management devices. If the problem is somewhere else on your network we can let you know what we think it is as well as make suggestions on how to fix it, however we cannot help you do things like reconfigure non-Edge Threat Management devices.

A good rule is to remember that the Edge Threat Management Support team can only assist you with the NG Firewall GUI. They cannot assist with command-line administration, other devices in your network, and so on.

What will make my box unsupported?

We can only support installs done with the standard installation path. We do not support boxes that have been modified in any way, including installing any additional software to the NG Firewall.