lack of support for opnsense hardware

[hescominsoon]

I recently purchased an opnsense appliance for a client.  It appears 1500 dollars was not spent wisely.  it appears 22.7 is not supported on official hardware as their fix for any problem is to reinstall 22.1.  Right now the only email contact i can get to is sales....is there an actual support mailbox at the parent company?

[JamesFrisch]

You bought hardware and not support.

That is like buying Office 2019 and expecting phone support. It is not gonna happen. You get "community" aka forum support.

If you buy support here https://shop.opnsense.com/product/opnsense-business-support-subscription/ you get 2h phone support included.

But I agree that based on the problems here on the forum, 22.7 should not have been public yet. I for one wait until 22.7.X is released.

[franco]

As a rule of thumb 22.7.x is better than 22.7 and 22.7 is better than 22.1 and so on and so forth. Both 22.1 and 22.7 have been good releases. Doesn't mean we can drop all we want to do with the system now. Things happen as long as we will be working on it.

As for asking for support technical reports on GitHub and also forum if you must are most of the time rather helpful and effective. New users mixing setup question with bug report rhetoric the community cannot always cater to in a free world.


Cheers,
Franco

[lilsense]

You bought hardware and not support.

That is like buying Office 2019 and expecting phone support. It is not gonna happen. You get "community" aka forum support.

If you buy support here https://shop.opnsense.com/product/opnsense-business-support-subscription/ you get 2h phone support included.

But I agree that based on the problems here on the forum, 22.7 should not have been public yet. I for one wait until 22.7.X is released.

I completely disagree about Office 2019 example... I have a site license for Windows anything and it costs $100USD an hour to dial them up.... So NO! not the same.

When purchasing any hardware, go look this up, you own Zilch, Nada, Zero!!! This is due to DMCA. However, you are to have some support, i.e. in email form in regards to hardware issues such as dead SSD in weeks.

[allebone]

I recently purchased an opnsense appliance for a client.  It appears 1500 dollars was not spent wisely.  it appears 22.7 is not supported on official hardware as their fix for any problem is to reinstall 22.1.  Right now the only email contact i can get to is sales....is there an actual support mailbox at the parent company?

You should be running the business version in a business setting, or doing extensive testing prior to deploying updates yourself. You are given choices to ensure safe upgrade (latest business version is based on 22.1.7 as of this message) or you are given the choice to do this yourself for free (cost is your time). You must choose what is appropriate for your use case. That is fair, considering they are giving you the choice to use the software for free or pay and have them test it on your behalf. We have to be reasonable here. I personally find this arrangement extremely reasonable and cost effective.

[JamesFrisch]

Of course it is the same. If you buy an Apple product, you get 30 days phone support. If you buy Apple Care you extend that. If you buy a Dell Laptop you get 0 support. If you pay for extended warranty you can get software support. If you pay MS 100$ an hour, you get phone support.

Everything is possible. Every company is different.

The question is, what do you buy, by buying Opensense hardware? Hint: you don't buy support.
But you get Opnsense business and that gives you 20% discount on software support I linked in my previous post.

Spending 1500$ on a Firewall does not give you automatically software support. Just like spending 5000$ on a Dell Workstation does not automatically give you software or on site warranty support.

[hescominsoon]

Actually for a 5k server from Dell you get minimum 3 year on-site hardware support.  I wound up reinstalling 22.1 to solve the failover issue that led to this post.  Lesson learned.   

[franco]

If you want to RMA please do. I don't see your point for multiple reasons:

1. You keep confusing hardware and software.
2. Your issues with 22.7 are strange when you have a free 22.4 1-year business license with your hardware.
3. Software improvements require qualified input and may take time to materialize outside your immediate setup requirements.


Cheers,
Franco

[hescominsoon]

we asked for an rma..the reply was..please do not send the machine back..it's not a hardware problem.  If you will honor the rma i'll message you the order number, allow you to research it.  If you will then offer the RMa option, i'll present this to my partner.

[JamesFrisch]

Actually for a 5k server from Dell you get minimum 3 year on-site hardware support.  I wound up reinstalling 22.1 to solve the failover issue that led to this post.  Lesson learned.

A: I was talking about workstations not servers

B: That is a perfect example of how any company and even products within a company offer different types of support

C: Reread your sentence. Did you notice, that you used the word hardware? If you understand the difference between hardware and software support, you really have learned your lesson.

D: 3y onsite is not even true for all Dell servers. T150 offers only 13 months. Also take a look at the Dell "help me choose" page for support: https://www.dell.com/en-us/shop/help-me-choose/cp/supportforenterprise
Now take a look at "Product coverage". Can you see how you only get Hardware support at Basic Warranty and you have to upgrade to ProSupport to get software coverage?

[franco]

we asked for an rma..the reply was..please do not send the machine back..it's not a hardware problem.

This is actually getting very difficult to communicate. Yes, that's how RMAs work. You can get an RMA with your hardware is what I was trying to say, but that is for hardware issues. You already noted it's not. Why you started a RMA process for this reason and try to let everyone in the forum know is beyond me.

I'll probably refrain from further interaction.


Cheers,
Franco

[hescominsoon]

Please either lock or delete this thread

[Vesalius]

If you want to RMA please do. I don't see your point for multiple reasons:

1. You keep confusing hardware and software.
2. Your issues with 22.7 are strange when you have a free 22.4 1-year business license with your hardware.
3. Software improvements require qualified input and may take time to materialize outside your immediate setup requirements.


Cheers,
Franco

@hescominsoon is there a reason you choose not to use the more conservative and stable business release? Your issue is exactly one of the reasons it’s available and often months behind the public releases. You jumped on the relative bleeding edge for a mission critical device.

Let the home users be your business’ and OPNsense’s beta testers (relative to mission critical production your job/reputation is on the line use) not you and your customers.

[hescominsoon]

not thanks.  my clients..either home or business are not used by me to beta test my vendors products.  I now know the release policy of OpNSense..lesson learned..

[hescominsoon]

Actually for a 5k server from Dell you get minimum 3 year on-site hardware support.  I wound up reinstalling 22.1 to solve the failover issue that led to this post.  Lesson learned.

A: I was talking about workstations not servers

B: That is a perfect example of how any company and even products within a company offer different types of support

C: Reread your sentence. Did you notice, that you used the word hardware? If you understand the difference between hardware and software support, you really have learned your lesson.

D: 3y onsite is not even true for all Dell servers. T150 offers only 13 months. Also take a look at the Dell "help me choose" page for support: https://www.dell.com/en-us/shop/help-me-choose/cp/supportforenterprise
Now take a look at "Product coverage". Can you see how you only get Hardware support at Basic Warranty and you have to upgrade to ProSupport to get software coverage?

5k was the threshold mentioned..5k is how is responded.  5k workstaiton gets you a minimum of 3 year NBD oonsite as well. you are arguing with a long time dell partner here.  quit while you are behind. 

i understand now the software is effectively unsupported now without additional cost.  Read my other posts as to my disappointment in this regression.