WatchGuard Technologies, Inc.

Additional Support Offerings

Remote Installation Services

If you are a LiveSecurity subscriber and need comprehensive assistance with the initial setup, configuration, or VPN installation for your WatchGuard product, you can schedule a "Remote Installation Slot" with a WatchGuard technician.

A WatchGuard technician will assist you for up to two hours to review your needs, educate you on how to configure your product, and test your configuration to ensure that you receive the best performance.

To schedule a remote installation slot, contact WatchGuard Customer Support by calling +1.206.613.0800.

Cost

$599 USD first 2 hours / $300 USD each additional hour

Availability

Monday to Friday
6:00 AM to 6:00 PM in your local time zone
After-hours installation slots are available upon request for a fee of $799 USD per 2-hour slot

1-Hour Priority Response Upgrade

If you are a LiveSecurity subscriber and have an issue that requires a more immediate response than your LiveSecurity subscription provides, you can upgrade your incident to have a 1-hour response time from a WatchGuard technician.

This will ensure that your issue is set to high priority when it is reported and updated by you, ensuring that a WatchGuard technician will respond within one business hour. Please note that this guarantees a response time, not a resolution time. Case resolution time will vary depending on this issue.

To submit an incident with the 1-Hour Priority Response Upgrade, contact WatchGuard Customer Support by calling 1.877.947.3453 or +1.206.613.0877.

Cost

$195 USD per incident

Availability

Monday to Friday
6:00 AM to 6:00 PM in your local time zone

Afterhours Upgrade

If you are a LiveSecurity subscriber and need to contact WatchGuard Customer Support outside the hours covered in your LiveSecurity subscription, you can upgrade your incident to have afterhours support.

A WatchGuard technician will be available 24x7 to troubleshoot your issue.

To submit an incident with an afterhours upgrade, contact WatchGuard Customer Support by calling 1.877.947.3453 or +1.206.613.0877.

Cost

$150 USD per hour (one hour minimum)

Availability

24x7, excluding December 25 and January 1

3-Incident Upgrade

If you are a LiveSecurity subscriber and have used all of the incidents included in your LiveSecurity subscription, you can get additional incidents using a 3-incident Upgrade.

As the name suggests, this will add three incidents to your account, which will allow you to contact the WatchGuard Customer Support team should an issue arise.

To obtain a 3-incident Upgrade, see our How to Buy page for purchase options.

Cost

$519 USD

Availability

Available for WatchGuard products with an active LiveSecurity subscription