<aside> <img src="/icons/headset_purple.svg" alt="/icons/headset_purple.svg" width="40px" /> How to get support

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<aside> 💡 In order for an Incident or a Problem response to be considered SLA eligible, NetFire must be notified via a Helpdesk ticket. Messages through Slack or other systems do not start the SLA timer, and therefore are not eligible for SLA.

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Through our Helpdesk

<aside> <img src="/icons/globe_purple.svg" alt="/icons/globe_purple.svg" width="40px" /> Access Helpdesk Online (view your existing tickets this way): support.netfire.com

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This is the preferred method to obtain support for your NetFire services and communicate with our support representatives. Our helpdesk is reviewed daily, making it the ideal method to get support quickly. In order to submit a ticket, follow the below instructions;

  1. Navigate to https://support.netfire.com/ in your preferred browser.
  2. If you already have an account, click ‘Sign in’ on the top right hand corner of the page. There are multiple methods to sign in, such as Sign in with Google, or Sign in with Microsoft. If you are used to emailing us directly for support to submit tickets, you can request a password to that email by clicking ‘Emailed us for support? Get a password’ in the bottom left hand corner of the Sign in screen.
  3. Once signed in, click on ‘Submit a request’ in the top right hand corner of the page - next to where ‘Sign in’ was previously.
  4. You will now be presented with a form to fill out regarding your request. Please be as thorough as possible to ensure a timely resolution of your request. If the request is urgent, make sure to set the priority of the ticket appropriately. Once complete, click ‘Submit’.

By Email

<aside> <img src="/icons/mail_purple.svg" alt="/icons/mail_purple.svg" width="40px" /> Email our Helpdesk: [email protected]

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You can also submit a ticket via email by sending your request to [email protected]. Please be as thorough as possible to ensure a timely resolution of your request in your initial email to our support team. If the reason you are reaching our for support is urgent, make sure that ‘URGENT’ appears in the subject line of your email in some way.

By Phone, SMS, Apple iMessage

<aside> <img src="/icons/phone_purple.svg" alt="/icons/phone_purple.svg" width="40px" /> Contact us by phone: (855-696-3834)

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