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===============
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Support Options
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===============
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.. image:: images/support-1024x492.jpg
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Software Support Levels
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------------------------
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OPNsense is used in infrastructures of all sizes, in some cases it is very important to know what to expect when running into
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issues, certainly if part of the knowledge to maintain the infrastructure needs to be acquired from third parties.
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Our platform is easily extendable, which encourages people to work on components not directly supported by us but very valuable
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to our users.
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In order to offer clarity for all involved, we decided to explain how we treat the components available in this chapter.
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We currently distinct three different tiers of support, ranging from Critical to Community, where critical is always directly supported
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by the OPNsense® Core Team and Community you may safely assume the core team has no (or very limited) involvement.
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.. Tip::
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When designing infrastructures and in need of commercial support from the creators of OPNsense for community plugins,
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you can always contact us and discuss options.
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If community plugins are very popular it is possible to promote in terms of support options, but in order to grow out of
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the community tier some conditions have to be met.
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* The software should be usable and understandable.
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* Maintainability of the plugin should be good (code quality, following best practices)
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* Documentation should be available and at least explain the purpose of the component including the most common settings.
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These are the tiers in question:
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Critical (Tier 1)
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============================================
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* Core team develops and supports
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* Compiler errors or functional failures block git merges and releases
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* Functionality is part of the standard installation or an officially supported plugin
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Supplemental (Tier 2)
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=====================================================
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* 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.
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* Compiler errors or functional failures block git merges
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* Functionality problems such as 'known issues' might still go into releases
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* Features require user to install the plugin / functionality not installed by default
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Community (Tier 3)
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============================
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- Tier 3 is community supported, this means the OPNsense core development team won't support it to avoid overloading the team
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- When accepting a Tier 3 feature into the code base, it will come with a number of limits and conditions:
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* Submitter must commit to maintaining it:
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- Make sure code compiles and correctly functions after OPNsense and/or external (e.g. library) changes
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- Support users when they encounter problems (forum / git issue tracker – all related issues will be assigned to the maintainer)
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- 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
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- 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)
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- The feature will be removed if the submitter stops maintaining it and no-one steps up to take over
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Community
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---------
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If you need help with OPNsense you can always try the community options first.
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When resorting to community support it is important to understand that anyone
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helping you is doing so for free and at their own time. Even though your issue or
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question may not be answered fully, it would be nice to thank the people who
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help you.
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To receive community support, the following options are available:
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* Start searching this documentation & wiki
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* The `OPNsense forum <https://forum.opnsense.org>`__
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* Ask online users on `IRC Libera Chat <https://libera.chat/>`__ #opnsense
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* Open a GitHub ticket (`core <https://github.com/opnsense/core/issues>`__, `plugins <https://github.com/opnsense/plugins/issues>`__) using one of our templates
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.. Note::
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When a Github ticket is opened, it often is being tagged "support", but its status may change over time when more details
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are known. Triaging issues takes time, the easier one can replicate an issue on a clean install, the higher the chance
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tickets are being solved.
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Commercial
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----------
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As we build and maintain the software used by individuals and companies all around the globe, we are able to help you
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out when it comes to network design choices, solving issues and custom development around OPNsense.
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Extended professional support services are available for an annual fee.
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You can find our options in `the OPNsense webshop <https://shop.opnsense.com/product-categorie/support/>`__
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or you may `contact us <https://shop.opnsense.com/contact-us/>`__ directly.
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List of available community plugins
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---------------------------------------------------------------
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Below you will find the plugins available in the standard (community) version of OPNsense categorised by support tier
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as described at the support levels section.
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{% for tier in tiers|sort %}
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.. csv-table:: Tier {{ tier }}
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:header: "Name", "Description"
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{% for plugin in tiers[tier]|sort %}
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"{{tiers[tier][plugin].name}}", "{{tiers[tier][plugin].descr}}"
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{%- endfor %}
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{% endfor %}
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