Portnox Support
Important Support Highlights:
- Access to the knowledge base
- Unplanned service disruption notifications (Subscribe to Updates here)
- Planned service update notifications
- Support teams offering regional coverage in AMER, EMEA and APAC with best-in-class network professionals
Hours:- 8 AM – 5 PM - AMER (North/South America)
- 7AM – 4PM - EMEA (Europe, Middle East & Africa)
- 7AM – 4PM - APAC (Asia and Pacific)
Top 3 methods to submit cases and why they are fastest:
- Fastest: Customers with Elite Services call the dedicated phone line for a support engineer 24 x 7 x 365. Priority set based on the severity level and SLA definitions described below.
- Faster: Submit a case via the Portnox Support Center portal. Customers are able track all cases associated with their company, and comment on cases. Priority set based on the severity level and SLA definitions described below.
- Fast: Email [email protected]; system automation lists emailed cases as Medium priority. This is not ideal for emergent problems.
Available Technical Support Services:
Features | Standard | Elite |
Online “Portnox Support Center” portal – trouble ticket management | ✓ | ✓ |
Email trouble tickets/case submission | ✓ | ✓ |
Access to the support knowledgebase | ✓ | ✓ |
Resource center access | ✓ | ✓ |
Unplanned service disruption notifications | ✓ | ✓ |
Planned service updates notifications | ✓ | ✓ |
24 x 5 Global Support | ✓ | |
24 x 7 x 365 Global Support | ✓ | |
Priority trouble ticket processing | ✓ | |
Dedicated phone line to support engineers* | ✓ | |
Named Support Representative (NSR) * | ✓ | |
Global Technical Support Manager Escalation & Case Review** | ✓ |
* Portnox will assign a Named Support Representative (“NSR”) who will act as the primary technical support engineer, this engineer is not dedicated, they support multiple customers, in multiple regions.
** Coordinates, prioritizes elite support cases and escalations to ensure customers receive the required attention, available for case reviews
Standard Support:
- Portnox Technical Support helps with fault finding and troubleshooting related to the setup and operation of Portnox products and environments for customers under active maintenance. Response times depend on the support level contract purchased, support SLA and target response time by severity level.
- 24 x 5 – Urgent/High priority cases submitted via Portnox Support Center portal will be supported by on-call engineers on weekends. Standard support is limited to Support Center and email, routine cases are worked during normal hours Monday – Friday.
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.
Elite Services:
- Portnox Customers may be eligible to purchase Elite Services via a subscription that must be coterminous with the Customer’s then-current Order. Portnox reserves the right to adjust the eligibility criteria for Elite Services from time to time at its sole discretion. For Customers who qualify and have purchased a subscription to Elite Services in their then-current Order, Portnox will assign a Named Support Representative (“NSR”) who will act as the primary support contact for that Customer’s account. Portnox can’t guarantee that the NSR will be available every time the Customer contacts Portnox (our employees get sick and take vacations too), but Elite Services Customers will receive a dedicated, non-published support phone line, access to enhanced 24x7 support coverage, and an NSR or equivalently skilled individual with knowledge of that Customer’s environment.
- 24 x 7 x 365 – Call anytime, submit cases via Portnox Support Center portal or email us. Schedule meetings with your Named Support Representative or our Global Manager to discuss escalations or accomplish case reviews.
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.
Contacting Portnox
Customers or MSSPs can contact Portnox using the following methods according to their paid subscription plan and benefits:
Online Support Center
Click success.portnox.com – Portnox’s Support Center portal is the central place for support Products, including trouble ticket and support case submission, company-wide ticket tracking, knowledge base, recent updates, etc. It is the recommended method of contacting support. If Customer or MSSP chooses to contact support in any other way, Portnox’s support personnel will guide Customer or MSSP through the Portnox’s Support Center portal to open a case for better case management and tracking.
Email Support
By sending email to [email protected]
Customers or MSSPs who have purchased Elite Services should contact their Account Executive to receive contact details for Elite Services .
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 based on current prices. We retain customer data for only 90 days after a subscription is canceled, beyond this 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 other 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, we allow for customers to exceed their license by 5% or up to 50 devices, whichever is smaller. After that number, to add new devices, customers must manually delete devices or wait for some devices to automatically age out of the system so their licenses can be reclaimed.
However, if a customer exceeds their license, Customer Success or Sales will contact the customer to allow them to upgrade their license to match their usage.
For TACACS+-as-a-service, we do not allow customers to exceed seats or device limits.
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 a part of this continued effort certain products and/or product versions will reach the end of their product life cycle. There are several reasons why products reach the end of their product life cycle, including 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 pertaining to the Software 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. that have been designed prior to the EOE Date.
End of Life (EOL) Announcement
Portnox will publicly post the 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. Note that some new features are available only to subscription customers. Technical Support hours depend on the level of Support purchased by each customer. r.
What happens if my Maintenance expires?
With perpetual Portnox licenses, you can continue to use product features after maintenance expires, but once your maintenance license has expired, you lose access to all future product updates. Furthermore, 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 to your Support ticket 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 until after the expiration date.
We will require you to buy a new license. We no longer sell new perpetual licenses. You will be required to buy a new subscription license 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. If you are an existing CORE perpetual license customer and would like to add more ports, you can purchase add-on CORE Subscription (term license) ports or migrate to a CLEAR subscription license. CORE and CLEAR subscriptions include maintenance costs, so you will not need to pay for maintenance on incremental CORE 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 the subscription expires. 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. Furthermore, 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 lapse and your product stops working, you will need to purchase a new subscription based on then-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?
We allow customers to exceed their license by 5% or up to 25 devices, whichever is smaller. After that number, the product will no longer allow new devices to be added. To add new devices, customers must manually delete devices or wait for some devices to automatically age out of the system so their licenses can be reclaimed.
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