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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, Remote Installation Scheduling and LiveSecurity® subscription renewals. Registration issues related to products purchased from a third party require that a Transfer of Ownership transaction request must be submitted to the Customer Care Department. LiveSecurity subscriptions are non-transferable. Individuals buying a used WatchGuard product must purchase a new LiveSecurity subscription. When calling Customer Care please have your product serial number, the associated LiveSecurity key number, and your login credentials available. This information will assist us in expediting a resolution of your support request. Please note that for reasons of privacy and security we are unable to provide login credentials to anyone other than the individual to whom those credentials are assigned. We are unable to provide product registration or ownership information to anyone other than the individual to whom the product is registered. Any individual opening a support incident must be listed on the account to which the product is registered prior to opening a support incident. Exceptions will be made for WatchGuard Authorized Resellers only. If the individual requesting support is not listed on the account, they may be asked to complete a Change of Administrator transaction, or requested to contact the primary administrator of that account to be added to the customer record. Support HoursYour LiveSecurity support hours are built around your core business hours. We staff LiveSecurity Customer Support continuously from 7:00PM Sunday until 7:00PM Friday PDT/PST (GMT-8/GMT-7) so we can provide you with support coverage from 6:00AM to 6:00PM Monday through Friday, based upon your local time. Regardless of where your offices are located throughout the world, LiveSecurity Customer Care is available during your business day. We are only closed during the following national holidays:
Contacting Customer CareFor account administrative issues, please contact Customer Care on the web or on the phone. Please have your product serial number, the associated LiveSecurity key number, or your login credentials available. Response TimesWe target a four business hour maximum response time for all incoming cases and twenty-four business hours for email requests. Transfer of Ownership and Change of Administrator requests may take up to 72 hours to complete, depending on the length of time necessary to validate the provided information. EscalationIf at any time you wish to comment on the handling of a particular case or on WatchGuard Customer Care Support in general, please contact our Customer Care Team Manager:
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