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Additional Support Offerings

Priority Case Upgrade, 5-Pack

If you are a LiveSecurity subscriber, you can pre-purchase a five-pack of Gold level support case upgrades, providing 24/7 support with a one-hour response time. Case upgrades can be used on any WatchGuard appliance that is currently covered by an active LiveSecurity support contract, including XTM 2 Series, XTM 33/33-W, and Firebox X Edge e-Series, and are valid for one year.

To obtain an Case Upgrade 5-Pack, see our How to Buy page for purchase options.

Cost
$1,000 USD

Premium 4-Hour Hardware Replacement

All LiveSecurity subscriptions include an Advance Hardware Replacement service, which means that WatchGuard will ship a replacement via pre-paid, next-day airfreight in advance of receiving the returned appliance. Customers with mission-critical requirements that need replacements sooner can purchase the Premium 4-Hour RMA subscription with round-the-clock coverage. With this upgrade, a courier will deliver a replacement appliance on-site from local stocking depots within four hours RMA approval by WatchGuard Support. Get details in the RMA FAQ.

See a list of locations where Premium 4-Hour RMA is available.

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 +1.206.613.0456 or +1.877.232.3531.

Learn more about our remote installation services.

Cost
$595 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 for an additional fee of $300 USD

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

Single Case, After-Hours 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 case to have after-hours support.

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

To submit a case with an after-hours 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

Additional 3-Cases

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

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

To purchase the additional three cases, see our How to Buy page for purchase options.

Cost
$519 USD
Availability
Available for WatchGuard products with an active LiveSecurity subscription
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