I reached out to support for an unusual CPU usage issue after an upgrade. They were responsive, and even though I ultimately found a solution, they were helpful in diagnosing.

I found the technical support of the solution to be not very good at all.

The support that I have is community support. 

In terms of technical support, I primarily rely on the forums whenever I have a question or need technical information. I've found that the answers I seek are often readily available there. While pfSense does offer paid support packages, I haven't had the opportunity to utilize them yet.

I have generally only used the forums. In fact, I don't recall *ever* using customer service, but that's only because this product rocks.

I have generally only used the forums. In fact, I don't recall *ever* using Technical Support, but that's only because this product rocks.

We have Git Community forums with a million topics about all issues regarding Netgate pfSense. We can save this information to address various concerns.

The support for Netgate pfSense mainly comes from online forums. These forums are populated by a significant number of individuals who are knowledgeable in pfSense and its related areas, making it a valuable resource.

I haven't contacted Netgate technical support, so I can't provide feedback on that aspect.

Customer support for any open source product is mostly based on the individuals who have expert knowledge while otherwise we have to resort to other internet sources.

We've never had to use technical support. Therefore, I can't speak to their level of knowledge or how helpful they are. We've always just been able to find the answers we need without their help, and therefore have never really had to use them.

I did not utilize pfSense customer support. You have documentation, there is enough documentation online to get you through. I haven't actually used tech support. When I bought the appliance, I was entitled to one year of tech support. I never used it, it wasn't needed. 

I have not used their support.

I usually use community forums for any tech support. I get very good information there.

I have not been in contact with the technical support because everything has been easy with the solution and there is clear documentation available.

I never had to contact their support because everything has been working fine.

I don't have any experience dealing with technical support directly from the makers of pfSense. I am using its Community Edition. That's why when it comes to technical support, I rely on myself, the community, and the information on the internet, especially from those who are more adept at it than me.

We have used technical support in the past. They have always been very helpful and responsive. They are knowledgeable. We have no complaints. We're quite satisfied with their level of service. 

Their support is good.

The technical support is not great. It's very slow. Sometimes it will take four days in order to connect with them, which is actually a decent timeframe for them. 

Their documentation, however, is pretty good.

Although the solution offers a lot of documentation, has a large knowledge base, and has a support forum, when it comes to actually contacting technical support directly, we didn't have access to that level of attention. Everything, therefore, was really on the team. We had to figure out how to troubleshoot on our own and tried to use documentation to guide us.

We provide technical support for our clients so we don't use a third party company for the support, we do the support in-house.

I didn't really need any technical support. But was in contact with the Developers of pfSense as we were starting to work with them for an NFV setup.

I paid for some support with them, and it was pretty good. They just could be a little quicker in responding. They have custom level support, so if you got something complicated, they get you up to the upper tiers, but it takes a little bit longer to do that. Once you get there, the support is good. I would rate them an eight out of ten.

The tech support is excellent if you have a support subscription. If you didn't have that, you could be lining up for a while. It could be a hit or miss, whether you get someone that's actually going to help you. 

However, we have a subscription and therefore our support is always excellent. We're quite satisfied with the level of service we're getting.

I had one question, and they got back to me extremely quick. Not only are they knowledgeable about their product, but they're kind and courteous.

I have never used pfSense technical support so I can't rate them. I used Google and figured everything out on my own. I do my own support.

Technical support was through an online chat. I don't remember us running into any snags. 

Customer service is available at a rate of $399 for 2 incidents, $899 for 5 incidents and $1,699 for 10 incidents. Most people refer to the forum and/or chat room.

Over 10/10.

With what I am running now, I haven't had to reach out to technical support. However, an upgrade failed two years ago and I needed to contact technical support to get me the new image for the device. They were very efficient. I was satisfied with the level of support I received.

I do not have experience with technical support.

I think the documentation is good enough because I've never had the need to contact technical support. I just use Google to get the information that I need.

The support can be really difficult to deal with. I wouldn't say that we have been satisfied with them in any way.

I have never needed it.

I have never used it.

The technical support is organized well. We do most of the technical support for our customers in-house but there is a second level of outside support available. It is okay. 

I have not used the support from the vendor. However, I use community support.

I've never dealt with technical support before. I can't speak to how helpful or responsive they are in terms of answering support-related queries. 

I've never needed support. You can find anything you need to know in the pfSense knowledge base online or in the documentation.

I don't have contact with technical support. If you have an issue, you can go to the online community and wait for someone to respond. There's no SLAs for that. The only way I would have access to their support is if I actually purchased a Netgate appliance.

With pfSense, we've never had to send an email to a Netgate official support organization. We follow the forum discussion — the community. We'd ask an expert in the community. That's how we deal with any issues.

The support is good when comparing to other solutions.

Technical support is well organized. Most of it is in-house, but in the case there's also a we have access to a second level if necessary. 

Given that the solution is a free and open source product, it doesn't have any technical support center. We just have the online documentation which is not one of the best, but it's good. 

I contacted pfSense support only once when I was installing it and had only configured one network tab. I had to get in touch with them, and the support was terrific. I was impressed. I can't complain about their support.

I would be more relieved and more happy to have support. You need to have some people who can help you in any use case.

I have used online documentation and hence haven't contacted the support yet. 

We have not using technical support. We have only been using the community version.

I've dealt with technical support in the past and have found them to be helpful and responsive. we have been satisfied so far with the level of support provided. They are easy to work with.

They are just fantastic. They usually respond super fast, and usually with a solution if you describe the problem correctly. In more complex situations, they will set up a personal lab environment based on the customer's case.

The technical support was good in my experience.

Their technical support is excellent. They do have good support service. I don't use it because I've never had any problems with it, but the people I know who use it in bigger environments love it. You can even search their knowledge base and learn anything you want to know pretty quickly. 

We never use it, but it has a large community so you can find whatever you need in the pfSense forum.

We never use it, but it has a large community so you can find whatever you need in the pfSense forum.

Our infrastructure manager tried contacting their support but it was not helpful. Response time was bad as expected for an open source software.

I've only ever used community-based support and it's very solid with thousands of knowledgeable people on their forums.

I can't say. We provide our own support to our customers, as we are Linux, FreeBSD and IP specialists.

Customer Service:

8

Technical Support:

8

I've never used them.

I've never used them.

I have not needed to contact technical support. I have not had any problems with pfSense.

Unfortunately, I never used the technical support. However, the community forums provided me with answers to the implementation and configuration questions that I had.

Technical support is perfect, excellent. 

We provide local support to our customers.

There is a lot of information in the online forums. 

Haven't used the official support channels. The community forum is awesome when you're looking for quick answers.

I am using the community version so there is no need for any support.

We use a vendor team, Shrike Technologies who have been excellent, and once a while I consulted the pfSense cookbook.

The online forum has lots of answers.

I never use customer service.

I never use technical support.

I have not contacted technical support.

The pfSense page, community support, and YouTube tutorials are good.

We've never used technical support but we're looking into it now and I think it's very comparable to SonicWall.

I have never used the customer service for pfSense. I have read the manuals, but have never contacted customer service.

I have never used it.

9/10.

8/10.

Most of the support is online.

We do a lot of reading, and if there is any support or suggestions we quickly do it. 

We have not contacted them directly.  

They have a lot of resources available on the internet that will guide you in finding your way around.

While the websites and forums are excellent, we don't have any dealings directly with technical support. Therefore, we can't speak to how they are in terms of their responsiveness or knowledgability. 

We've never contacted technical support int he time that we have used the product. I can't speak to any level or service they provide.

I have never had to use customer service.

I've never used it, but their technical knowledge base, and via online documents and forums, is quite good, but not excellent.

Technical support is very supportive. When we are in contact with them, there is no problem at all.

It is usually easy to find answers in the forum.

Technical support is good.

I'm yet to use the official tech support as the community provides all that I have required.

It was straightforward because it's simple and easy to understand to begin using.

The technical support is good.

Since it's open source, the only support is available in public forums.

I have not gotten any support from the customer service center because I can get all the solutions on their web blogs.

I think it is perfect.

None

Excellent

8/10.

9/10,

I'm currently struggling with deploying pfSense more extensively. Right now, we are not getting much support on their end. 

5/10.

5/10.

We've used the community version.

We are providing support for our customers here in Sweden.

The technical support is A+, pretty good.