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Open a support request through our self-hosted portal
Open Portal →Knowledge Base
Troubleshooting guides, how-tos, and common solutions
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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, SafeNet, 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.
SafeNet Members
Best Efforts- SecureNet OS configuration
- SafeNet 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 $9/month or $89/year and includes SafeNet everyday VPN, full support, and GlassBox verification. Learn more about SafeNet →
What to Include in Your Ticket
Help us help you faster by including these details:
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.
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.