Technical Support

Whether you need a fast answer over the phone or more in-depth assistance, FireMon can answer your technical questions with its team of trained, experienced experts. Contact us by calling +1 913.730.1130 or by logging into our user portal and submitting a ticket under your support agreement.

Software Support

FireMon currently offers a choice of two support agreements:

Silver Level Support

Gold Level Support

* With Gold Level support, FireMon provides a comprehensive response and escalation grid that ensures our clients will receive the attention they need to resolve support issues in a timely and efficient manner. Calls made to the FireMon Support Center after normal business hours (7:00 A.M. CT – 7:00 P.M. CT) are routed directly to the FireMon after-hours support desk from which a support engineer can be paged for critical issues.

Hardware Support

Currently offering support agreements for the following appliances only.

SPX 315-DC Appliances

SPX 320-ES Appliances

SPX 615-DC Appliances

* There is a maximum of three years for hardware support plans. To renew hardware support, there must be no interruption of coverage.

All FireMon customers with current support and maintenance contracts have access to technical support resources. Our online support center is generally the fastest and most convenient means of support and is available 24×7 for self-service technical assistance for the following:

  • Viewing and downloading updates
  • Accessing product documentation, release notes, technical articles, and FAQs
  • Submitting support tickets