pfSense Support
Centipede Networks is the official commercial support partner for pfSense. pfSense is an open-source firewall platform based on m0n0wall, and using OpenBSD's Packet Filter (pf). Its goal, as opposed to m0n0wall's more minimalistic approach, is to provide a feature-rich routing platform that can be run on embedded hardware, generic PC hardware, or server-class hardware. pfSense also provides a software packaging system which allows for the extension of functionality beyond its core features. Centipede Networks has been a financial and programming contributor to the pfSense project and is now teaming up with BSD Perimeter to offer commercial technical support services. Centipede Networks' trained personnel work regularly with the pfSense core team in the support process.
- pfSense home page
- Screenshot of pfSense web interface (opens in new window)
Technical support for pfSense is sold as an annual service and pricing is per installed device. There are three types of support available for pfSense: Free Support, Standard Support and Premium Support. Premium Support clients will be given priority over Standard Support clients.
| SUPPORT: pfSense & m0n0wall |
FREE SUPPORT
|
STANDARD SUPPORT
|
PREMIUM SUPPORT
|
 |
$0 / year
|
$350 / year
|
$599 / year
|
|
FAQ ACCESS |
X
|
X
|
X
|
|
WIKI ACCESS |
|
X
|
X
|
EMAIL SUPPORT |
|
X
|
X
|
CREATE SUPPORT TICKETS |
|
X
|
X
|
LIVE CHAT |
|
X
|
X
|
PHONE SUPPORT |
|
|
X
|
TYPICAL RESPONSE TIME |
n/a
|
1-3 hours
|
1-3 hours
|
MAXIMUM RESPONSE TIME |
n/a
|
2 days
|
1 day
|
 |
|
- FAQ ACCESS: General troubleshooting guide, installation information and frequently asked questions for pfSense.
- WIKI ACCESS: Detailed information on pfSense which includes walk-though guides, illustrations and interface samples with descriptions.
- EMAIL SUPPORT: Emails are routed to support personnel and are responded in the order they are received with a priority response to Premium Support account holders. Guaranteed response time is two business days for Standard subscribers and one business day for Premium subscribers, however, issues are prioritised by severity, and serious issues will be attended to immediately.
- CREATE SUPPORT TICKETS: Within the Support Center you can create support tickets. Support tickets are automatically put the the queue for support response, and are handled in the same manner as e-mails.
- LIVE CHAT: Standard and Premium account holders have access to Live Chat with support personnel. Chat support is available during normal business hours.
- PHONE SUPPORT: Premium account holders have access to telephone support during normal business hours. If a voicemail is left, Premium account holders can expect a call back in the same timeframe as e-mail support.
- SUPPORT EXCLUSIONS: Support does not include pfSense packages.
- AVAILABLE DISCOUNTS: CARP cluster members qualify for 1/2 off annual fee for additional pfSense installs inside the cluster.
- MONEY BACK GUARANTEE: Centipede Networks and BSD Perimeter will make every reasonable effort to help solve technical support issues. If it is determined that the customer cannot be helped due to the lack of knowledge or lack of response by Centipede Networks and BSD Perimeter employees, the customer can request a refund within 30 days of account activation.
- SPECIAL CONSIDERATIONS: Centipede Networks and BSD Perimeter reserve the right to cancel a customer at any time and refund the appropriate amount of money for prepaid services not rendered.
