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. Expanded hours of coverage, industry-leading response times, and direct access to our U.S. based Priority Response Support Team assure that you get fast, around-the-clock support assistance when needed.

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.
Eligible customers with at least one or more of the following devices registered under their LiveSecurity Service account: Firebox® X Peak™, Firebox® X Core™, Firebox® SSL VPN, Firebox® III, or Firebox® Vclass.
Eligible customers with at least two or more of the following devices registered under their LiveSecurity Service account: Firebox® X Edge or SOHO, or a combination of both.
Customers with Firebox® Vclass products are required to purchase an annual LiveSecurity Service Gold Entrance Fee for the enterprise as well as maintain an active LiveSecurity Silver subscription for each appliance.
All other WatchGuard product lines require an active LiveSecurity Service Gold Upgrade for each device in the enterprise.

Scope of Support

WatchGuard LiveSecurity® Technical Support can help address specific technical issues during an installation, but is not designed 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 or through remote Firebox or VPN installation services directly from WatchGuard.

Firebox X LiveSecurity Reinstatement License

For customers with Firebox X products, not renewing your LiveSecurity costs you more than potential security gaps. If your Firebox X appliance's LiveSecurity Subscription is expired for more than 30 days, you will be required to purchase and activate a LiveSecurity Reinstatement license (Part #WG017109) prior to being eligible to activate a 1-year LiveSecurity Renewal or Gold Upgrade license key. You can waive the LiveSecurity Reinstatement fee by purchasing and activating a 2-year LiveSecurity Service renewal.

Support Hours

WatchGuard LiveSecurity Service Gold Technical Support offers support coverage 24 hours a day, seven days a week. Our Priority Response Support Team staffs our support center 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 Technical Support via the web or telephone. To submit an issue online, log in to Customer Support and click on the "New Incident" link. To contact us via telephone, call the following numbers:

+1.877.947.3453 - United States and Canada
+1.206.613.0456 - International

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:

FAQs. A searchable knowledge base of answers to the more commonly asked technical questions regarding the administration of WatchGuard products. FAQs are sorted into basic FAQs that focus on "how to," and advanced FAQs that provide more detailed technical information.
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 believe that a case is not being handled in accordance with the service levels within your support contract or you wish to comment on the way a particular case is being addressed by a technician, please feel free to contact the appropriate team manager:

Brendan Gladney, 1st Level Support Team Manager: +1.206.613.6631: (office hours 7:00AM - 4:00PM PST/PDT (GMT-8/GMT-7))
Kimberly Hamby, Priority Response 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))