Before I go off on an angry rant, let me say that Untangle has been one of the best firewall solutions I have used. And in this case, the software was not to blame. Poor communication and support was. So let me begin:
I took over the IT department of a small business and inherited our Untangle gateway from my predecessor. He had purchased several of the upgrades for Untangle. Specifically, he had purchased Policy Manager (among others, but thats the relevant one to the story.) Having inherited the server I was not aware the Policy Manager was an annual recurring fee. Upon receiving a bill I contacted the email on the bill and told them I did not want Policy Manager and explained the situation. Up to this point, everything was good. I made an oversight with my licensing, and I was taking steps to correct it. Well, after the email I never heard back from anyone about removing the license or other steps I would need to take.
This morning I get a call at about 7am (When our security guys got in) saying the internet was down. I checked everything and noticed that basically all web traffic was being blocked by Untangle. My first thought was that I'd screwed something up the day before, human error and such. To my surprise, the license for Policy Manager had been removed from Untangle with no notice to me and reset some key firewall rules. Fortunately I was able to rework them from memory quickly.
I understand that the licensing issue was my fault. I take responsibility for that oversight and was attempting to correct it. What I am extremely upset about is that I was not informed of a key change to a core network device, causing an outage for my business. There was no followup email, no phone call, nothing. To say this was poor support is an understatement.
I plan to continue using Untangle because it is such a rock solid solution and in the hopes that this is an isolated incident. Just thought I would share this incident in the hopes that someone from Untangle will read it and inform the relevant person.
IT Coordinator, Rivercenter Inc