Customer portal Licenses and support

Contact support

Open a ticket in the portal: sign in at portal.firesightsystems.com and choose Support, then Open a ticket. Pick the system it's about and how urgent it is, and attach screenshots or logs. We see your organisation, system and license with the ticket, so you don't need to look them up. Everyone in your organisation can follow its tickets under Support, and replies also come by email.

Or email support@firesightsystems.com: that opens a ticket too. To help us answer quickly, include:

the FireSight version, from Settings, System (or /api/health);
the system serial, from Settings, License;
what you were doing, and the exact message you saw;
for a deployment or sync problem, the log (Show log on the deployment, or the sync warning);
for FireSight OT, the Hub's version and serial and the Cloud Connector's serial (see FireSight OT troubleshooting).

Warning

Never send passwords, API tokens, keys, .env files or unredacted firewall configurations or backups by email. If we need a configuration, we'll arrange a secure way to share it.

Before you write

Troubleshooting covers the most common problems.
FAQ answers common questions.
Use Search the docs above the page list to find a message or a setting.

Portal accounts and licenses

For portal access (approval, a disabled account, an organisation switched off), license requests, re-hosts and systems registered to the wrong organisation, email the same address. If you buy through a reseller, license requests made on the portal go to your reseller.

Privacy requests

To see, correct or delete the details the portal holds about you, or to stop product news, email hello@firesightsystems.com.