Impulse Support FAQs

Watch this space and subscribe to announcements for upcoming videos and additional FAQ about how to use Impulse Support.

In the meantime, please see our existing, technical FAQs.

Getting Started

How can I get support?

Impulse has three primary methods for our customers to get support for our products:

  1. Impulse's Customer Q & A Forum, where customers can help one another solve issues with Impulse's products.

  2. Impulse's Ideas Forum, where customers can suggest improvements to Impulse's products.

  3. Impulse's support portal, known as Impulse Support, where customers can get help from Impulse's support team.

Where can I find SafeConnect technical guides?

Visit this page for the complete set of administration guides.

Where can I find Impulse's technical FAQs?

Impulse has the following FAQs found on the pages below:

How do I access Impulse's Support?

By visiting support.impulse.com and logging in with your credentials. If you don't have an account, make one here.

When should I contact Impulse Support?

If searching using Impulse Support's search bar does not give you the information you need, we recommend contacting Impulse Support sooner rather than later. Problems that have to grow over time are often much more difficult to fix than they would have been if someone had contacted Impulse Support at their first opportunity.

How do I enable individuals from my organization to contact Impulse Support?

Learn how to request authorization to contact Impulse Support for yourself or someone else by reading How to Request a Contact be Authorized.

Ticket Creation

How do I open a ticket?

By following these steps:

  1. Visit support.impulse.com.

  2. Click on the menu beneath the search bar and choose the category that most applies to your question.

  3. An additional menu should appear beneath the first. Select the subcategory that most applies to your question.

  4. Fill in the remaining categories, and press "Send".

When will Impulse Support respond to my ticket?

This depends on the urgency of your ticket. As of 2019, Impulse Support strives to respond to issues within the following time periods depending on a ticket's urgency:

  • Extensive: Within 1 hour.

  • Major: Within 4 business hours.

  • Moderate: Within 8 business hours.

  • Minor: Within 16 business hours.

How do I decide which category to use when creating a ticket?

Impulse Support offers the following categories. Attempt to place your question in the category and subcategory it most applies to:

Categories

Subcategories

Examples

Problem: Use this category to report something making it difficult or impossible to use SafeConnect, or if you are experiencing a problem and are not sure if SafeConnect is the cause.

Report: Report problems that relate to problems making SafeConnect difficult or impossible to use.

Users who have acceptable antivirus software installed are being blocked for failing anti-virus policies.

Rule out SafeConnect as the Problem: Report a problem you are not sure SafeConnect is causing.

Users cannot access your network, but you don't know why.

Questions: Ask questions not related to a problem.

Product Questions: Ask questions related to Impulse's products.

A question about whether SafeConnect can tell the difference between an Apple TV and an iPhone.

Other Questions: For questions Impulse Support can help you with that do not directly relate to Impulse's products.

A question about whether Impulse Support will be available on New Year's Eve.

Rule out SafeConnect as the Problem: Ask questions you are not sure Impulse Support can help you with.

A question about recommend anti-virus software.

Changes/Upgrades: For advice and/or help with upgrading your server.

Change Request: For discussing changes not related to upgrading your software to the current release.

A SafeConnect Admin wants to upgrade to a version of SafeConnect that released three years ago.

Software Upgrade: Request your server upgrade to the latest release.

A SafeConnect Admin wants to upgrade from a physical server to a virtual environment and move to the latest SafeConnect release.

Networking: For networking help. This includes layer 2 and 3 integration, ACL inquiries, etc. and requests for support to networking related changes.

Networking

A SafeConnect admin wants to configure their new network switch to support SafeConnect layer 3 enforcement.

New Feature/Improvement: Suggest additions to Impulse's products and recommend improvements to existing features.

Suggest a new feature: Use this category to recommend additional features for Impulse products.

An admin wants to block devices that have downloaded a single specific PDF.

Suggest improvement: Use this category to recommend improvements to existing features of SafeConnect products.

An admin wants to make it possible to block guest users on weekends but still allow them access on weekdays with a single command.

Additional Contact

A SafeConnect admin has a new coworker and wants this coworker to be able to access Impulse Support.

  • Is SafeConnect the problem? Find out whether Impulse Support can help.

Rule out SafeConnect as the Problem

Users cannot access your network, but you don't know why.

How long will my ticket stay open?

This depends on the urgency of your ticket and how quickly you can give Impulse Support any additional necessary input. As of 2018, Impulse Support strives to resolve tickets within the following time periods based on their urgency:

  • Extensive: In 4 hours.

  • Major: In 12 business hours.

  • Moderate: In 16 business hours or in the next maintenance release.

  • Minor: Attend to if needed in the next maintenance release.

Reporting A Problem

What is the impact of my problem?

Read this page to learn more about impact: Selecting the correct impact and urgency values for your request.

What is the urgency of my problem?

Read this page to learn more about impact: Selecting the correct impact and urgency values for your request.