Submitting a support request

Introduction

NetFire is committed to providing fast, effective assistance for any questions or issues you may encounter. To streamline the support experience, we use a centralized helpdesk system designed to make submitting and tracking requests simple and intuitive. This article will walk you through the process of using our helpdesk, including how to submit a request with all the necessary details.

Accessing the Helpdesk

To get started, visit our support portal at https://support.netfire.com. There, you’ll find a user-friendly interface for submitting new requests and managing your support history.

When you submit a request for the first time, our system automatically creates an account for you using the email address provided. This lets you securely log in to view, update, or reply to tickets at any time.

Submitting a Ticket

1. Navigate to the "Submit a Ticket" page on our support portal.
   
2. Fill in your name, email, and any other required contact details.
3. Use the Subject field to briefly describe the issue.
4. In the Description field, include key information:
   • Error messages (if any)
   • Systems or users affected
   • Steps to reproduce the issue
   • Screenshots or logs (if available)
5. If the request is critical, select "Urgent" priority when submitting your request.
   
6. Submit your request

Note on Urgent Requests

Urgent tickets should be used for critical situations, such as outages or widespread service disruptions that prevent multiple users from working. Please reserve the “Urgent” priority tag for these high-impact scenarios to help our team respond effectively and efficiently.

Response Times

Our standard business hours are Monday through Friday, 8:00 AM – 5:00 PM EST. During these hours, we aim to respond to support requests within 1–2 hours or within according to agreements.

If a non-emergency request is submitted outside of business hours, our team will respond on the next business day.

For critical requests submitted after hours, we provide 24/7 support to ensure rapid response and resolution. If you are enrolled in our helpdesk, you reach us by opening a support request and selecting "Urgent" for your ticket priority.