How are packages supported

tinfoilmatt

@JonathanLee i personally wouldn't share that story if it were me. it certainly doesn't land, in my opinion, the way you seem to think it should.

"pfSense Plus software enables web (HTTP and HTTPS) proxy functions via Squid [ . . . ], SquidGuard [ . . . ] and Lightsquid [ . . . ] packages."

emphasis added.

the home page read exactly the same as i've quoted on January 21, 2023.

the Complete List of Supported Packages of the same date indicated that only Lightsquid was "Maintained by Netgate." both Squid and SquidGuard were noted as "Netgate TAC Support can only assist with the installation of this package. Netgate Professional Services can assist with custom configurations."

michmoor

@cyberconsultants
The problem is how to interpret the support of these packages. It's not clear as i documented in a few threads as to what is covered under a TAC sub vs what is actually covered under supported packages. Also as documented there are times where the netgate team would assist in the support of the non-supported packages such as pfBlockerNG.
Also myself and another poster showed examples of how to properly document, so there is no confusion to consumers, what is supported and what isnt.

So at the end of the day what is the expected coverage level of any of these pkgs? Its unclear.

JonathanLee

Feature Request: Donate to Package Maintainer Button. This would make it clear right at the start and resolve a ton of issues. If money could be sent to them for issues or even for a thank you, they would be more appreciated. Who knows anyone else like this idea?

https://redmine.pfsense.org/issues/15056

Maybe it can be like Wikipedia.

jdeloach

This is getting a little bit ridiculous. Seems the few people on here are forgetting that Netgate is in business to make money.

Expecting them to support these packages for FREE is ridiculous. They have already stated that some of these packages are not compatiable with the latest versions of FreeBSD, so the package would have to be rewritten. They would have to hire more programmers but someone has to pay those folks salary. Programmers make thousands of dollars per year. Are the 8 to 10 folks on here wanting them to support all these packages willing to pay these programmers salary every year so Netgate can support them? I would venture to say the answer is NO.

tinfoilmatt

@michmoor i disagree with everything you've said. if one has only the time and/or requisite skill to have everything just work, then buy a black box and all teh support to go with it.

michmoor

@cyberconsultants
Not asking for a turn-key solution from netgate. I know it isnt one. Just clarify in the documentation and marketing material.
edit: But again thats not really the issue as well. If you say you support a feature similar to what a blackbox offers than thats the expectation. Clearly there is some misunderstanding here between what is offered and supported.

AlternateShadow

@jdeloach said in How are packages supported:

Expecting them to support these packages for FREE is ridiculous.

Let's take a look at the store page where I can purchase something from them.

Fully 29% of their bullet points under features are unsupported by TAC after installation and they haven't even bothered to include a footnote pointing to the page on their site where they do provide that information.

If they can't afford to support these features they should either stop advertising them or start charging more money so that they can.

tinfoilmatt

@michmoor said in How are packages supported:

Clearly there is some misunderstanding here between what is offered and supported.

yes, definitely. all three of you here.

michmoor

@cyberconsultants
if you say so ma'am.

tinfoilmatt

@michmoor said in How are packages supported:

if you say so ma'am.

careful. your confusion is showing again.

JonathanLee

https://redmine.pfsense.org/issues/15056

Redmine is open please respond if you feel the same way.