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LiveSecurity® Service Gold Technical Support ProgramWatchGuard 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:
Scope of SupportWatchGuard 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 LicenseFor 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 HoursWatchGuard 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:
Contacting SupportAs 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 Response TimesRealizing 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 ToolsIn 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:
Managerial EscalationIf 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:
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