Portnox Support

Support Access
Portnox CLEAR

Important Support Highlights:

  • Access to the knowledge base
  • Unplanned service disruption notifications
    (Subscribe to Updates here)
  • Planned service update notifications
  • Our global support team is available 24x7x365 to ensure uninterrupted assistance whenever you need it. In addition, we provide regional coverage staffed by expert network professionals during local business hours:
    • 8 AM – 5 PM - AMER (North/South America)
    • 7 AM – 4 PM - EMEA (Europe, Middle East & Africa)
    • 7 AM – 4 PM - APAC (Asia and Pacific)

Methods to Submit Cases

Portal

Using the portal allows you to track all cases associated with your company and add comments directly.
For best results, please:

  • Provide a clear and concise subject line summarizing the issue.
  • Include environment details (e.g., operating system, version, configurations).
  • List the steps to reproduce the issue and attach relevant screenshots or logs.
  • Select the appropriate severity level and describe the business impact.
  • Use the portal to submit, track, and update all cases.

Email

You may also email cases to [email protected].

Please note that cases submitted by email are automatically assigned a Medium priority by default.

If the Technical Support Team determines it beneficial to interact with your environment directly, your support representative may host a secure remote session to work with you and your environment. Support is provided primarily in English.

If needed, the Technical Support Team may host a secure remote session to work with you directly. Support is provided primarily in English.

Contacting Portnox

Customers or MSSPs can contact Portnox using the following methods according to their plan and benefits:

Online Support Center

Visit success.portnox.com – the central portal for trouble tickets, company-wide case tracking, knowledge base, updates, and more.
This is the recommended contact method.

Email Support

Send an email to [email protected].

Frequently Asked Questions

What do you get with an Active Subscription?

An active subscription entitles you to full use of the service, all product updates and fixes, as well as Technical Support. Technical Support hours depend on the level of Support purchased by each customer.

What happens if my CLEAR Subscription expires?

If you open a Technical Support ticket with an expired subscription, your ticket will be transferred to the Customer Success teams. We can respond to your Support ticket only after your subscription is renewed.

What happens if I renew my subscription after the expiration date?

If you let your subscription fully lapse and your product stops working, you will need to purchase a new subscription at current prices. We retain customer data for only 90 days after a subscription is canceled. Beyond this period, data from your old subscription will no longer be available with your new subscription. You will also be charged a one-time penalty equal to the subscription fee over your “out of support” period.

What if I renew one product but not another?

If you renew one product but not another (e.g., renew NAC-as-a-service but not TACACS+-as-a-service), the functionality of the non-renewed product will be discontinued after its expiration date, but the renewed product will continue.

What happens if I exceed the device count specified in my CLEAR license?

For RADIUS-as-a-service and NAC-as-a-service, customers may exceed their license by 5% or up to 50 devices, whichever is smaller. After that, to add new devices, customers must manually delete devices or wait for some devices to age out of the system so their licenses can be reclaimed.

If a customer exceeds their license, Customer Success or Sales will contact them to arrange an upgrade that matches their usage.

For TACACS+-as-a-service, we do not allow customers to exceed seats or device limits.

Portnox CORE

Portnox End of Life Policy

Overview

Portnox strives to continually innovate and evolve our software to provide customers with more secure and robust products. As part of this continued effort, certain products and/or product versions will reach the end of their product life cycle. Reasons include product obsolescence, security issues, new software releases, market demands, and technology innovation.

This article outlines Portnox’s communication and transition plans for any discontinued software product and version. While Portnox shall utilize commercially reasonable efforts to meet these EOL milestones for its software, there may be circumstances that make it unable to do so. Technical Support means technical assistance provided to Portnox customers eligible for support under a current, paid maintenance or subscription contract. This includes general guidance about Portnox Software and any workarounds, bug fixes, etc. designed prior to the EOE Date.

End of Life (EOL) Announcement

Portnox will publicly post EOL Announcements on the support section of Portnox.com. The EOL Announcement should precede the End of Life Date by up to 6 months.

End of Life (EOL) Date

EOL Date means the date when all support shall cease for a discontinued Release of the Software.

EOL Dates for Portnox CORE

Event Date
Messaging all customers February 2023
EOL for CORE 3.42 and older July 2023
EOL for CORE 3.47 and older January 2024

Perpetual

What do you get with Active Maintenance?
Active maintenance entitles you to receive Technical Support, new releases, and product fixes until maintenance expires. Some new features are available only to subscription customers. Technical Support hours depend on the level of Support purchased by each customer.

What happens if my Maintenance expires?
With perpetual Portnox licenses, you can continue to use product features after maintenance expires, but once expired, you lose access to all future product updates. If you open a Technical Support ticket with an expired maintenance license, your ticket will be transferred to the Customer Success teams. We can respond only after your license is renewed.

What happens if I renew my Maintenance after the expiration date?
If you pay late, your maintenance term will be backdated to the original expiration date. There is no benefit to waiting. You will be required to buy a new subscription license (since new perpetual licenses are no longer sold) at 70% of the current subscription list price. You will also be charged a one-time penalty equal to the maintenance fee over your “out of maintenance” period.

What if I want to add more ports to my perpetual license?
Portnox is no longer selling new CORE Perpetual licenses. Existing customers can purchase add-on CORE Subscription (term license) ports or migrate to a CLEAR subscription license. CORE and CLEAR subscriptions include maintenance costs, so no additional maintenance fees are required for incremental subscription ports.

Subscription

What do you get with an Active Subscription?
An active subscription entitles you to receive Technical Support, new releases, and product fixes until expiration. Technical Support hours depend on the level of Support purchased by each customer.

What happens if my Core Subscription expires?
When your subscription expires, the product will cease to function. If you open a Technical Support ticket with an expired subscription, your ticket will be transferred to the Customer Success teams. We can respond only after your subscription is renewed.

What happens if I renew my subscription after the expiration date?
If your subscription lapses and the product stops working, you must purchase a new subscription at current prices. You will also be charged a one-time penalty equal to the subscription fee over your “out of support” period.

What happens if I exceed the device count specified in my CORE license?
Customers may exceed their license by 5% or up to 25 devices, whichever is smaller. After that, the product will no longer allow new devices to be added. To add devices, customers must manually delete devices or wait for some to automatically age out of the system so their licenses can be reclaimed.

Try Portnox Cloud for Free Today

Gain access to all of Portnox's powerful zero trust access control free capabilities for 30 days!

Start Free Trial