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LiveSecurity® Service Gold Technical Support Program

WatchGuard is pleased to offer you our LiveSecurity® Service Gold Program. This premium program is designed to meet the aggressive support needs of companies that are heavily dependent upon the Internet for web-based commerce.

The LiveSecurity Service Gold Program is subject to the following program rules:

The Gold Program is only available at an enterprise level. Whether your company owns a single Firebox® firewall, or multiple WatchGuard appliances deployed in a Branch Office VPN configuration, each must be upgraded to LiveSecurity Service Gold in order to receive Gold level support.
You must have one or more of the following devices to be eligible for LiveSecurity® Service Gold: Firebox® X Peak™, Firebox® X Core™, WatchGuard SSL, Firebox® SSL VPN, or XTM 10.
You must have two or more of the following devices to be eligible for LiveSecurity® Service Gold: Firebox® X Edge or SOHO, or a combination of both.

Scope of Support

WatchGuard LiveSecurity® Technical Support can help address specific technical issues during an installation, but is not intended to walk you through the entire installation process.

If you need comprehensive installation assistance, you may opt for onsite installation services from your local authorized WatchGuard reseller. Remote Firebox or VPN installation services are also available directly from WatchGuard for customers in the United States and Canada.

WatchGuard is committed to providing technical support for the current software release of each WatchGuard product. We also provide technical support for the software release immediately preceding the current version of software. Bug fixes are provided for the current release of software only. WatchGuard will provide signature updates for a software release for twelve months after the release of a newer version of software.

Support Hours

WatchGuard LiveSecurity Service Gold Technical Support offers support coverage 24 hours a day, seven days a week. WatchGuard Customer Support staffs continuously from 7:00PM Sunday to 7:00PM Friday PST/PDT (GMT-8/GMT-7), and can help you with any technical issues you might have during these hours. Emergency coverage for critical issues is available via a paging service during all other hours and the following national holidays:

New Year's Day
Christmas Day

Contacting Support

As a LiveSecurity Service Gold customer, you can contact WatchGuard Customer Support via the web or telephone.

Response Times

Realizing that your WatchGuard firewall is a mission critical component of your network and business we target a one hour maximum response time for all new incoming cases.

Online Technical Support Tools

In addition to the providing you with direct personal support, your LiveSecurity Service Gold subscription also entitles you to access a variety of online tools which are specifically designed to answer many of the more common questions you may have regarding the technical aspects of installing, configuring, and maintaining your WatchGuard products. These online resources include:

Knowledge Base. A searchable knowledge base to get answers to your questions.
Known Issues List. A current list of known product problems, including any known fixes or workarounds for those problems.
Online Training. A complete and searchable archive of the procedural "help" instructions available for WatchGuard products.
User Forum. An interactive forum where users can post issues and solicit help from others and the WatchGuard User Forum technical moderator.

Managerial Escalation

If at any time you wish to comment on the handling of a particular case or on WatchGuard LiveSecurity Technical Support in general, please feel free to directly contact the appropriate team manager:

Kimberly Taylor, End User and Gold Team Manager: +1.206.613.0815: (office hours 6:00AM - 3:00PM, PST/PDT (GMT-8/GMT-7))
John Bitondo, 2nd Level Support Team Manager: +1.206.613.0810: (office hours 7:00AM - 4:00PM, PST/PDT (GMT-8/GMT-7))
Mike Williamson, AsiaPac/EMEA Team Manager: +1.206.613.0809: (office hours 7:00PM - 4:00AM, PST/PDT (GMT-8/GMT-7))