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Services

Customer & Product Support Services

Sourcefire’s mission to build the highest quality network security systems is coupled with a commitment to providing industry leading technical support that ensures customer satisfaction with Sourcefire products. Sourcefire’s comprehensive support services include efficient technical support online and over the phone, hardware repair/advanced replacement, and ongoing updates to Sourcefire products.

Sourcefire Online Support

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. The sourcefire support web site is the most effective method to initiate a support request: https://support.sourcefire.com. (For high-priority support requests that require immediate assistance, please call Sourcefire Support at 410.423.1901)

Support Services

Sourcefire offers three annual support programs. Customers can choose from Standard, Gold, or Platinum Support.

Features Standard Gold Platinum
Installation Support Yes Yes Yes
E-mail Submission Four total incidents Unlimited Unlimited
Telephone Access Unlimited Unlimited
VRT Rule Updates Yes Yes Yes
Software Updates Yes Yes Yes
Hardware Support Return Advanced Replacement * Advanced Replacement *
Access Hours
(9am - 5pm local time) 		8x5 8x5 24x7
*2-day shipping

Additional Services

Service Description
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 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 (410.423.1901), 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.

(The Support programs described above are available in North America and may vary in other regions. All fees, support information and support programs are subject to change at any time without notice. Outside North America, please contact your regional sales office for information on the Support programs offered in your area.)

Support Links
Downloads

Sourcefire Customer Support Factsheet Sourcefire Customer Support Factsheet
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