Support

NETSHIELD Partner provides first level support to the customer to address use and configuration issues. Product issues (“bugs”) identified in the product will be reported to NETSHIELD by the Partner.

Support service is available 5 AM GMT to 10 PM GMT excluding company and national holidays.

Typically issues are not reported directly to NETSHIELD by the customer. NETSHIELD will work directly with the customer and partner as required to investigate and resolve issues.



Please submit a ticket for support requests.
We will respond to your ticket within 24 hours during business days.

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NETSHIELD Product Terms
  • NETSHIELD sells hardware and software network security products to customers through channel partners.
  • The customer will purchase a hardware appliance with a license that entitles the customer to access features during the subscription period.
  • The hardware has a standard one (1) year limited warranty.

Extended Hardware Warranty The customer may purchase an extended hardware warranty to extend the standard one (1) year limited warranty up to four (4) years. The extended warranty must be purchased prior to the expiration of the standard one (1) year warranty.
Subscription License The subscription license entitles the customer to utilize the features as defined in the license for the period of time defined in the license. The license varies per software version as defined below.

Version 9
  • Malware and Phishing updates to identify known Malware and Phishing sites.
  • Vulnerability updates to detect identified Common Vulnerabilities and Exposures (CVE)
  • 9.4 Patch 32 is the final version and will not operate on the current shipping hardware platforms.
Version 10
  • Malware and Phishing updates to identify known Malware and Phishing sites.
  • Vulnerability updates to detect identified Common Vulnerabilities and Exposures (CVE)
  • Ongoing feature, functionality and bug updates are released on a monthly basis and are available via automated installation.

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