Support

Best efforts for OSS Members. Hardware support for everyone.

Same-day responses to tickets
Real Support, Not a Phone Tree

Need help? Talk to an OSS Engineer.

No AI Chatbots

You won't get a wall of canned suggestions before reaching a human. Your first reply is from an engineer.

No Tier 1, 2, or 3

No script-reading gatekeepers. No escalation queues. One ticket, one engineer, start to finish.

Real OSS Engineers

Deep knowledge of every package, protocol, and config we run. They know the answer because they ran the deploy.

US-Based

Support staffed by people in the United States. Your tickets don't get routed offshore to overnight call centers.

Submit a Ticket

Open a support request through our self-hosted portal

Open Portal →

Knowledge Base

Troubleshooting guides, how-tos, and common solutions

Browse Articles →

Email Us

Reach us directly at [email protected]

Send Email →

Have Your Vault Serial Number Ready

Your serial number identifies your system and membership status. Without it, we cannot look up your configuration or verify your account. You'll find it on a sticker on the bottom of your Protectli Vault.

What's Covered

Support is bundled with OSS Membership. Members get best efforts on the system we configured for you. Non-members can open tickets for hardware issues. Everything else points to the Knowledge Base.

What "best efforts" means in practice: if it touches your Vault, OPNsense, GlassBox VPN, or your WAP, we're on it. If a device on your network won't behave, we'll help you figure out whether it's a network problem (ours) or the device itself (not ours), and point you in the right direction either way.

OSS Members

Best Efforts
  • SecureNet OS configuration
  • GlassBox VPN connectivity
  • OPNsense firewall questions
  • Hardware troubleshooting
  • WiFi access point setup
  • Network segmentation (VLANs)
  • Monit alerts and monitoring
  • Backup config / ZFS snapshot rollback

Outside scope: the devices themselves (phones, smart TVs, NAS configs, app settings), and anything not on the network we built.

Non-Members

Guides
  • Hardware failure troubleshooting
  • Protectli RMA coordination
  • Public Knowledge Base access

Our rule: if your question touches the network and we can answer it in ten minutes, we will. Getting your new Nest thermostat on the right VLAN? Yes. Configuring the Nest itself? That's Google's support. We can't promise to be your personal IT department, but we'll go above and beyond when we can.

OSS Membership is $90/year and includes GlassBox VPN everyday VPN, full support, and GlassBox verification. Learn more about GlassBox VPN →

What to Include in Your Ticket

Help us help you faster by including these details:

1.Vault serial number
2.Screenshot of the issue (if applicable)
3.Steps you've already tried
4.When the issue started
5.Any recent changes to your network
6.Which network(s) are affected

Self-hosted support. Our ticketing system and Knowledge Base run on our own infrastructure, built with Elixir and Phoenix. No third-party SaaS. Your support data stays on our servers, not someone else's cloud.

Ready to Get Help?

We respond during business hours, typically within one business day. Include your Vault serial number for faster service.

Submit a Support Ticket Browse Knowledge Base

Or email us directly at [email protected]

We do not retain personal information beyond what's needed to resolve your ticket. See our Privacy Policy for details.