PUBLISHED: by Netgate Support

HOW NON-BUNDLED PARTNER PURCHASED SUPPORT WORKS
 
pfSense customers need to know they are supported 24x7x365, even well after the initial sale. Netgate Global Support is more than just providing answers. It’s an important part of the promise our brand makes to its customers. And it’s a critical to the success of your business. 
 
Non-bundled partner purchased support is targeted at customers who have previously purchased a pfSense appliance from you and no longer have support, or customers who have installed pfSense on their own hardware and need support for that install.
 
Either way, you are well-positioned to offer them the highest level of coverage at a price point that meets the needs of all customers while increasing your revenue.
 
When the customer comes to you, the Netgate partner, for support, you will need to do the following:
 
  • Introduce the customer to the various Netgate Global Support options and the differences between them.
  • Ensure the pfSense install is on version 2.3.4 or later (this is required)
  • Obtain the Netgate Device ID from the dashboard/GUI of the firewall under the "System Information" widget
  • Go to one of the following links to purchase the appropriate level of support
 
Netgate Global Support Professional
 
Netgate Global Support Enterprise
 
Netgate Global Support Enterprise Plus
 
  • Copy and paste the Netgate Device ID into the appropriate field
  • Select the term (1, 2 or 3 years)
  • Add to cart and complete the purchase
When the purchase is complete, the customer will have the level of support selected and can contact Netgate 24x7x235 for help resolving any problem with pfSense software. 
 
If you have any questions about this process or need assistance selling support to your customers, please contact sales@netgate.com.