Document Library
We provide our customers with full access to our products’ help documentation such as user guides and other useful materials.
Support service
To contact us with any technical question, you need to sign in or register a new account, and submit a support ticket.
Knowledge Base
Our knowledge base contains reference materials, how-to guides, specifications, use cases, and much more.
Technical Support Plans
UserGate users get all the technical support they need. Our tech specialists and engineers work directly alongside our developers, so they have a deep understanding of the solution's working principles and can resolve even the most complex issues. We provide technical support not only to clients, but also to users who are conducting pilot projects. In these cases, the manager overseeing the project will designate the level of support.
Standard support is provided to UserGate users with an active Security Updates subscription. It allows full access to updates, as well as the online support system.
Expanded support is available as a supplement to standard support on special conditions for clients who need it. Under this package, you can receive quicker responses to support service requests and a variety of other benefits.
| No Support | Standard Support* | Expanded Support** | |
| Access to knowledgebases | Yes | Yes | Yes |
| Access to latest updates and service packages | N/A | Yes | Yes |
| Access to new versions | N/A | Yes | Yes |
| Online tech support | N/A | Yes | Yes |
| Service availability | N/A | 8-5 on weekdays | 24/7 |
| Telephone support | N/A | N/A | Yes |
| Personal tech support engineer | N/A | N/A | Yes |
| Requesting an engineer for urgent inquiries | N/A | N/A | Yes |
| Handling new feature requests | N/A | N/A | Yes |
* - Provided to UserGate users with an active Security Updates subscription.
** - Provided to users who have purchased an Expanded Tech Support package.