diff --git a/source/support.rst b/source/support.rst index 6e205104..746a5e4e 100644 --- a/source/support.rst +++ b/source/support.rst @@ -2,46 +2,52 @@ Support Options =============== -Commercial ----------- - .. image:: images/support-1024x492.jpg -Extended professional support services are available for an annual fee. -For the commercial support options see `the OPNsense website `__ -Community ---------- -If you need help with OPNsense you can always try the community options first. -When resorting to community support it is important to understand that anyone -helping you is doing so for free and at their own time. Even though your issue or -question may not be answered fully, it would be nice to thank the people who -help you. +Software Support Levels +------------------------ -To receive community support, the following options are available: +OPNsense is used in infrastructures of all sizes, in some cases it is very important to know what to expect when running into +issues, certainly if part of the knowledge to maintain the infrastructure needs to be acquired from third parties. -* Start searching this documentation & wiki -* The `OPNsense forum `__ -* Ask online users on `IRC Libera Chat `__ #opnsense +Our platform is easily extendable, which encourages people to work on components not directly supported by us but very valuable +to our users. +In order to offer clarity for all involved, we decided to explain how we treat the components available in this chapter. -Community Support Levels ------------------------- +We currently distinct three different tiers of support, ranging from Critical to Community, where critical is always directly supported +by the OPNsense® Core Team and Community you may safely assume the core team has no (or very limited) involvement. + +.. Tip:: -Tier 1 – Core (Critical) + When designing infrastructures and in need of commercial support from the creators of OPNsense for community plugins, + you can always contact us and discuss options. + + +If community plugins are very popular it is possible to promote in terms of support options, but in order to grow out of +the community tier some conditions have to be met. + +* The software should be usable and understandable. +* Maintainability of the plugin should be good (code quality, following best practices) +* Documentation should be available and at least explain the purpose of the component including the most common settings. + +These are the tiers in question: + +Critical (Tier 1) ============================================ * Core team develops and supports * Compiler errors or functional failures block git merges and releases -* Functionality is part of the standard installation +* Functionality is part of the standard installation or an officially supported plugin -Tier 2 – Plugins (Non-Critical) +Supplemental (Tier 2) ===================================================== -* Core team develops and supports, sometimes with help from community members +* Core team develops and supports or the functionality is deemed to be important enough to invest their time into bringing the plugin to its desired state in the long run. * Compiler errors or functional failures block git merges -* Functionality problems such as 'known issues' or might still going into releases +* Functionality problems such as 'known issues' might still go into releases * Features require user to install the plugin / functionality not installed by default -Tier 3 – Plugins (Community) +Community (Tier 3) ============================ - Tier 3 is community supported, this means the OPNsense core development team won't support it to avoid overloading the team - When accepting a Tier 3 feature into the code base, it will come with a number of limits and conditions: @@ -54,3 +60,36 @@ Tier 3 – Plugins (Community) - The code is offered as plugin and will not be part of the default OPNsense installation. The OPNsense core team will not be responsible for QA - If the feature get lots of traction, and/or if the team just considers it very useful, it may get 'promoted' to being officially supported (Tier 2) - The feature will be removed if the submitter stops maintaining it and no-one steps up to take over + + +Community +--------- +If you need help with OPNsense you can always try the community options first. +When resorting to community support it is important to understand that anyone +helping you is doing so for free and at their own time. Even though your issue or +question may not be answered fully, it would be nice to thank the people who +help you. + +To receive community support, the following options are available: + +* Start searching this documentation & wiki +* The `OPNsense forum `__ +* Ask online users on `IRC Libera Chat `__ #opnsense +* Open a GitHub ticket (`core `__, `plugins `__) using one of our templates + +.. Note:: + + When a Github ticket is opened, it often is being tagged "support", but its status may change over time when more details + are known. Triaging issues takes time, the easier one can replicate an issue on a clean install, the higher the chance + tickets are being solved. + + +Commercial +---------- + +As we build and maintain the software used by individuals and companies all around the globe, we are able to help you +out when it comes to network design choices, solving issues and custom development around OPNsense. + +Extended professional support services are available for an annual fee. +You can find our options in `the OPNsense webshop `__ +or you may `contact us `__ directly.