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Support ProgramsWatchGuard offers a variety of technical support services for your WatchGuard products. In addition to the WatchGuard programs listed here, some of our WatchGuard Certified Partners (predominately in Europe, Australia, and Asia) offer localized technical support contracts as well. Please check with your local reseller if you are interested in contracting localized technical support. Currently, there are seven support programs available through WatchGuard Technical Support: LiveSecurity® Service Gold Technical Support ProgramThis premium program is designed to meet the aggressive support needs of companies that are heavily dependent upon the internet for web-based commerce or VPN tunnels. LiveSecurity® Technical Support ProgramWatchGuard LiveSecurity® Technical Support is included with every new Firebox®. This support program is designed to assist you in maintaining your enterprise security system involving our Firebox, all SOHO products, ServerLock, AppLock and VPN products. Customer CareWatchGuard's Customer Care Department is available to assist you with a variety of issues including product registration, transfer of ownership, change of account administrator, login credential recovery, account maintenance, opt-out requests, upgrade and add-on product sales, in-warranty RMA submissions, Out of Warranty Upgrade purchases, hardware warranty extension purchases, and Remote Installation Scheduling. Partner OptionsPartner Options are available to all WatchGuard Authorized Partners. This support program offers extended hours of support coverage and aggressive service levels. MSS Partner Technical Support ProgramWatchGuard MSS Partner Technical Support is available to all WatchGuard Authorized MSS Partners. One-Year Express Limited Hardware Warranty Extension ProgramFor customer's needing hardware coverage beyond the manufacturer's one year limited warranty, the WatchGuard Limited Hardware Warranty Extension Program lets you extend your original hardware warranty for an additional year on an annual basis. WatchGuard Return Merchandise Agreement (RMA) InformationAn RMA is defined as a "Return Merchandise Agreement". WatchGuard Technical Support offers RMA's to customers whose product is covered under a valid Hardware Warranty and current LiveSecurity subscription. Firebox® Firewall Installation ServicesWatchGuard Remote Firewall Installation Services are designed to provide you with comprehensive assistance for basic Firebox® or Vclass installation. For $599 USD, you may schedule a dedicated two hour time slot with one of our WatchGuard technicians to help you review your network and security policy, install the LiveSecurity software and Firewall hardware, and build a configuration in accordance with your security policy. VPN setup is not included as part of this service. VPN Installation ServicesWatchGuard Remote VPN Installation Services are designed to provide you with comprehensive assistance for basic VPN installation. For $599 USD, you may schedule a dedicated two-hour time slot with one of our WatchGuard technicians to review your VPN policy and help you configure and test your VPN configuration. This service assumes you have already installed and configured your Fireboxes properly. WatchGuard Hardware Repair and Replace OptionsHardware associated with WatchGuard products typically comes with a one year limited warranty, starting on the day of purchase. For customer's needing hardware coverage beyond this one year limited warranty, WatchGuard provides you with two different options. Disclaimer |
