Support

Frequently Asked Questions

How do I request support?

Support requests can be sent to support@lightningwirelabs.com. Please give a brief but clear description of any issues you are facing and support you may need. If you do not have a support plan, you will be asked to produce a PO number and/or sign for support in advance.

How many appliances does this support plan cover?

All of our support plans cover an unlimited amount of appliances.

Will you support my non-Lightning-Wire-Labs appliance?

Yes, we can assist you with any issues regarding any third-party products that run IPFire, too. We can only guarantee best service for our own appliances which have been extensively tested and approved by our development team.

How quickly will I get a response for my support request?

Our support plans come with a 24 hour initial response time. We aim to give you the best service possible and will respond as quickly as we can; most support requests are solved within six hours.

How quickly will I get a solution for my support request?

Each problem is different depending on the complexity of the issue. You’ll always get a response within 24 hours and most support requests are fixed within six hours.

Do I get support 24/7?

Yes, our support team is working around the clock to accommodate your business needs. We will prioritise your support case according to its urgency and impact and immediately assign to the most appropriate member of the team. Prioritisation of our tickets means some tickets receive a response a little quicker than others.

Which versions of IPFire do you support?

Our support team can only support the current release and those of the four weeks prior to that release date. Historic releases will be supported on a best-endeavours basis and we’ll always recommend installing the latest release.

Do I have to purchase support with my appliance?

No, you can buy any support plan at any time.

Does support cover hardware issues?

No. Our support plans cover software support and any issues with our hardware will be covered under the warranty of that product.

What are common issues?

Our support plans can help you with (but are not limited to) the following:

• Setting up IPFire either on-premise or in the Cloud
• Best-practise consultation
• Configuration of all core features such as Internet Connection Setup, VPNs, Web Proxy, Firewall Rules, IPS, QoS, Reporting/Logging, ...
• Add-on installation and confirmation to extend the functionality of your IPFire Appliance
• Troubleshooting network or connectivity issues

Items not covered by this support plan:

• Training
• Development work (see our Development Partnerships)