Sourcefire is dedicated to providing the highest quality network security systems and advanced malware protection coupled with leading technical support to ensure that your organization operates without disruption. Our comprehensive support packages include 24x7 service, hardware and software support, and the backing of the world-renowned Sourcefire VRT® (Vulnerability Research Team) 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. Customers can make a service request by requesting a web ticket online, by telephone, or by email at support@sourcefire.com.

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

United States: 800.917.4134 Australia: 1800.096.126
United Kingdom: 0808.234.7102 New Zealand: 0800 441 952
Japan: 00531.121920  

Support Services

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

Features Gold Platinum
Installation Support Yes Yes
Email Submission Unlimited Unlimited
Telephone Access Unlimited Unlimited
VRT Rule Updates Yes Yes 
Software Updates Yes Yes
Hardware Support Replacements shipped next business day Replacements shipped next business day
Access Hours 9am-5pm, customer's local time, Monday-Friday 24x7x365

Product Warranty

Software: Each Sourcefire product ships with a 90-day software warranty and includes basic installation support. This warranty insures 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.

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.

COLLAPSE FOOTER