Support
Expert support for your network and pfSense environment
Keep your business connected with responsive technical support from an experienced UK-based team.
Whether you need help with a Netgate appliance, a pfSense deployment or your wider IT environment, our engineers can help diagnose issues, provide practical guidance and support the ongoing performance of your systems.
Technical expertise when you need it
Our service desk includes first-, second- and third-line engineers, helping ensure each request is handled by someone with the appropriate level of experience. Support tickets are assessed, prioritised and escalated according to their impact and urgency.
We can assist with:
- Netgate hardware and appliance queries
- pfSense configuration and troubleshooting
- Firewall and connectivity issues
- VPN and remote-access support
- Performance and availability concerns
- General network guidance
Proactive monitoring and management
Support does not always have to begin when something goes wrong.
Our remote monitoring and management capabilities can help identify issues across your network and connected systems. This allows potential problems to be investigated and addressed before they cause significant disruption. The existing service also supports endpoint protection and cloud-backup capabilities as part of the wider managed-service offering.
Benefits of proactive support
- Earlier identification of potential issues
- Reduced business disruption
- Better visibility across your systems
- Improved resilience and availability
- Access to experienced technical engineers
Extended monitoring and support options
For organisations that require additional coverage, extended monitoring options are available beyond standard business hours.
The existing service desk offering includes round-the-clock monitoring of networks and computer systems, with out-of-hours coverage available according to the selected service arrangement.
Structured service management
Our service-management approach is based on recognised ITIL principles, including incident, problem and change management. Requests are managed according to their urgency and business impact, helping provide an organised and consistent support experience.
Need help with a Netgate or pfSense solution?
Tell us about your equipment, current setup and the issue you are experiencing. Our team will review your enquiry and help you determine the most appropriate next step.