Results 1 to 10 of 10
  1. #1
    Untangler
    Join Date
    Jan 2017
    Posts
    38

    Default Week old ticket.

    I put in a ticket (105510) over a week ago and haven't gotten a response from UT. I realize I'm not paying for enterprise support but I figured I would hear something by now since I've paid for support (Home license).

  2. #2
    Untangle Ninja
    Join Date
    Feb 2016
    Posts
    1,121

    Default

    Us Home license users have to be patient. Itís not clear within Untangle itself, but we arenít entitled to priority support. Itís not included in our subscription. They do get to us, as time permits, and once they do, the level of support is excellent, in my experience.

  3. #3
    Master Untangler
    Join Date
    May 2010
    Location
    Texas, USA
    Posts
    712

    Default

    Exactly - no paid support included with the Home license. That being said, you can buy, in addition to the home license, paid support if you think you need/want it.

    I haven't submitted many tickets to support, but they HAVE addressed and answer 100% of mine eventually.
    Last edited by JasonJoel; 09-25-2017 at 11:05 AM.

  4. #4
    Untangle Ninja sky-knight's Avatar
    Join Date
    Apr 2008
    Location
    Phoenix, AZ
    Posts
    25,250

    Default

    Home users get the same support as free users, that $50 doesn't get you anything in the support world.

    Generally speaking tickets are still resolved within a few days however. Depends on the nature of the ticket.
    Rob Sandling, BS:SWE, MCP
    NexgenAppliances.com
    Phone: 866-794-8879 x201
    Email: support@nexgenappliances.com

  5. #5
    Untangle Ninja
    Join Date
    May 2008
    Posts
    1,332

    Default

    You will get better support from this forum anyway.

  6. #6
    Untangle Ninja sky-knight's Avatar
    Join Date
    Apr 2008
    Location
    Phoenix, AZ
    Posts
    25,250

    Default

    I wouldn't say that... different support is the way I'd describe it.
    Rob Sandling, BS:SWE, MCP
    NexgenAppliances.com
    Phone: 866-794-8879 x201
    Email: support@nexgenappliances.com

  7. #7
    Untangle Junkie dmorris's Avatar
    Join Date
    Nov 2006
    Location
    San Carlos, CA
    Posts
    17,747

    Default

    The forums can be a great resource if you read and abide by the guidelines:
    https://forums.untangle.com/announce...uidelines.html

    Many users aren't willing to invest the time; they're busy with their lives and just want a quick fix.
    Unfortunately some issues in technology aren't a quick fix or an easy change.
    If you can't invest the time to read and ask questions in a way they are likely to be answered, support is a better option as they can walk you through the troubleshooting and data gathering process and its a much friendlier process.
    Attention: Support and help on the Untangle Forums is provided by volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  8. #8
    Untangler
    Join Date
    Jan 2017
    Posts
    38

    Default

    I didn't post to the forums since I was pretty sure this issue was not fixable (bug).

  9. #9
    Master Untangler ctaranto's Avatar
    Join Date
    Feb 2017
    Location
    MA
    Posts
    175

    Default

    Quote Originally Posted by sky-knight View Post
    I wouldn't say that... different support is the way I'd describe it.
    Others would say Alternative Support.

    I have had pretty good luck with the forums providing the information I am looking for.
    Untangle 15.1.0
    Protectli "Vault" Firewall Micro Appliance
    Intel J1900, 120GB mSata, 8GB RAM, 4 x Intel NICs

  10. #10
    Untangle Ninja sky-knight's Avatar
    Join Date
    Apr 2008
    Location
    Phoenix, AZ
    Posts
    25,250

    Default

    Well as DMorris said, forums are better those that self support. If you know enough to handle most things, and ask the correct questions the forums will get you sorted out pretty quickly.

    If you don't... well... you either grind your brain on it long enough to become that self supported person, or you open a ticket.

    If the ticket involves a bug, or another hard to fix issue and you're on the freebie list, you're in for quite a wait. The ticket won't close until the bug is fixed.
    Rob Sandling, BS:SWE, MCP
    NexgenAppliances.com
    Phone: 866-794-8879 x201
    Email: support@nexgenappliances.com

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  

SEO by vBSEO 3.6.0 PL2