Customer Support
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.
The following toll-free numbers are available:
| United States: 1.800.917.4134 | Japan: 00531.121920 |
| United Kingdom: 0808.234.7102 | Australia: 1.800.096.126 |
Advanced Replacement
Non-US advanced replacement is provided through Unisys’ global network of logistics centers. This network allows Sourcefire to provide reliable next business day delivery and on-site installation services in more than 20 countries around the world.
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 *2-day shipping | Advanced Replacement *Next business day (where available) |
| Access Hours (9am - 5pm local time) | 8x5 | 8x5 | 24x7 |
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 |
|
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 This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
| 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.)