Difference between revisions of "Live Support FAQs"

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(When is Live Support available?)
 
(What will make my box unsupported?)
 
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=== When is Live Support available? ===
 
=== When is Live Support available? ===
  
Untangle Support is available Monday through Friday, 5am to 5pm. Support operates out of Untangle's Sunnyvale, CA (USA) headquarters, so support hours are always US Pacific time.
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Edge Threat Management Support is available Monday through Friday, 5am to 5pm.
  
=== What can Untangle Support help me with? ===
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=== What can Edge Threat Management Support help me with? ===
  
Because of the variables involved in hardware choices and network setup, Untangle Support can only assist you with anything having to do with your Untangle. 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-Untangle devices.
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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.
  
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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? ===
 
=== What will make my box unsupported? ===
  
We can only support installs done with the standard installation path; expert installs are not supported. We do not support boxes that have been modified in any way, including installing '''any''' additional software to the Untangle box.
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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.

Latest revision as of 18:53, 3 May 2022

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.