Support

We're here to help when you need it

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Have Your Vault Serial Number Ready

Your serial number identifies your system and subscription 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 your SafeNet subscription. If you're a subscriber, you have full support for everything OSS configured. If not, we still help with hardware issues.

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SafeNet Subscribers

Full Support

SecureNet OS configuration
SafeNet VPN connectivity
OPNsense firewall questions
Hardware troubleshooting
WiFi access point (EAP720)
Network segmentation (VLANs)
Monit alerts and monitoring

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Non-Subscribers

Hardware Only

Hardware failure troubleshooting
Protectli RMA coordination
Configuration issues: self-service restore from backup
SafeNet VPN: not available

Support is included with SafeNet at $9/month or $89/year. Learn more about SafeNet →

Before You Submit a Ticket

Many common issues have quick solutions. Check the Knowledge Base first - you might find your answer immediately.

Knowledge Base

Troubleshooting guides, how-tos, and common solutions

Browse Articles →

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

Ready to Submit a Ticket?

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

Submit a Support Ticket

Or email us directly at support@opensourcesecurity.net

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