Customer Support

Sourcefire is dedicated to providing the highest quality network security systems coupled with a leading technical support to ensure that your business operates without disruption. Our comprehensive support packages include 24x7x365 service, hardware and software support, and the backing of the world-renowned Sourcefire Vulnerability Research Team™ (VRT) to ensure your business is protected against today’s ever-evolving threats. 

Support Online and Over the Phone

Sourcefire offers web-based access to an easy-to-use support website. The website includes information on software and rule updates, installation details, product documentation, and configuration and troubleshooting tips. 

For high-priority support requests that require immediate assistance, please call Sourcefire Support at one of the following toll-free numbers: 

Advanced Replacement

Sourcefire provides advanced replacement hardware through our regional depot locations in the U.S. (California & Maryland), Malaysia, UK, and Japan. These strategic locations enable Sourcefire to provide next business day replacement in most locations around the world.

Support Services

Sourcefire offers two annual support programs. Customers can choose from Gold and Platinum Support.

Additional Services

Onsite Training

The Sourcefire Technical Services Group provides in-depth product training at customer chosen locations. Learn how to properly install and configure your appliances, as well as how to tune your appliances’ rulesets to best support IPS in your network environment.

Technical Assistance

Sourcefire offers technical assistance for issues that may not fall under the product warranty or within the customer support subscription contract.

Product Warranty

Software

Each Sourcefire product ships with a 90-day software warranty and includes basic installation support. This warranty assures the software is free from defects and will perform in accordance with its documentation.

Hardware

• Each product ships with a one-year hardware warranty. This warranty covers hardware failures. The hardware must be returned to Sourcefire for repair.
• Customers electing to purchase either Gold or Platinum Support Plan convert the hardware warranty into one with advanced replacement.

Getting Technical Support

Service Requests

Customers can make a service request by requesting a web ticket online, by telephone, or by email at support@sourcefire.com

Notifications and Advisories

Sourcefire provides notification about new releases, alerts, patches, and rules updates via email in addition to posting them on the support website.

Warranty and Support Agreements commence upon shipment.
To order support services for your Sourcefire products, contact your Sourcefire Sales Representative or contact Sourcefire.