Playbooks are customized pages for our customers that display their subscribed services, project and deployment statuses, and instructions for obtaining help. If you were looking for your playbook but landed on this page instead, please contact your NetFire representative or use the instructions below to inquire about your playbook.

<aside> <img src="/icons/conversation_purple.svg" alt="/icons/conversation_purple.svg" width="40px" /> Introduction

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Welcome to NetFire! This playbook is a comprehensive guide specifically designed for you, providing detailed information on the services you are subscribed to, how to get support, and key systems information pertaining to your setup. This playbook is designed and structured in a way to serve as your first point of reference when you need to understand more about your subscribed services, need assistance, or wish to make the best out of the solutions in which we provide.

We recommend that you familiarize yourself with the contents of this playbook and keep it handy. Please note, that this playbook is dynamic and will be updated as changes occur, either in your subscribed services or in our procedures and policies. We will always communicate these updates to you in order to ensure that you have the most current information.

<aside> <img src="/icons/headset_purple.svg" alt="/icons/headset_purple.svg" width="40px" /> How to get support

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<aside> 💡 In order for an Incident or a Problem response to be considered SLA eligible, NetFire must be notified via a Helpdesk ticket. Messages through Slack or other systems do not start the SLA timer, and therefore are not eligible for SLA.

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Through our Helpdesk

<aside> <img src="/icons/globe_purple.svg" alt="/icons/globe_purple.svg" width="40px" /> Access Helpdesk Online (view your existing tickets this way): support.netfire.com

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This is the preferred method to obtain support for your NetFire services and communicate with our support representatives. Our helpdesk is reviewed daily, making it the ideal method to get support quickly. In order to submit a ticket, follow the below instructions;

1. Navigate to https://support.netfire.com/ in your preferred browser.
2. If you already have an account, click ‘Sign in’ on the top right hand corner of the page. There are multiple methods to sign in, such as Sign in with Google, or Sign in with Microsoft. If you are used to emailing us directly for support to submit tickets, you can request a password to that email by clicking ‘Emailed us for support? Get a password’ in the bottom left hand corner of the Sign in screen.
3. Once signed in, click on ‘Submit a request’ in the top right hand corner of the page - next to where ‘Sign in’ was previously.
4. You will now be presented with a form to fill out regarding your request. Please be as thorough as possible to ensure a timely resolution of your request. If the request is urgent, make sure to set the priority of the ticket appropriately. Once complete, click ‘Submit’.

By Email

<aside> <img src="/icons/mail_purple.svg" alt="/icons/mail_purple.svg" width="40px" /> Email our Helpdesk: [email protected]

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You can also submit a ticket via email by sending your request to [email protected]. Please be as thorough as possible to ensure a timely resolution of your request in your initial email to our support team. If the reason you are reaching our for support is urgent, make sure that ‘URGENT’ appears in the subject line of your email in some way.

By Phone, SMS, Apple iMessage

<aside> <img src="/icons/phone_purple.svg" alt="/icons/phone_purple.svg" width="40px" /> Contact us by Phone, SMS, and 🍏 **Apple iMessage: (855-696-3834)**

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<aside> 💡 Want to talk to us about how NetFire can help your business?

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Please schedule a meeting with us at your convenience using our Microsoft Bookings page.