How Can We Help?
Problems Solved
At WatchGuard, we understand just how important support is when you are trying to secure your network with limited resources. You require greater knowledge and assistance in a world where security is becoming ever more critical and complex, and downtime can spell disaster. Our support program gives you the backup you need, starting with an initial subscription that supports you from the moment you activate your WatchGuard appliance.
| Standard Support | Gold Support | Platinum Support | |
|---|---|---|---|
| Hours Per Day/Days Per Week | 24x7 | 24x7 | 24x7 |
| Cases Per Year of Service | Unlimited | Unlimited | Unlimited |
| Targeted Response Time | Live Call – Critical 4 Hours – High 8 Hours - Medium 24 Hours - Low |
Live Call - Critical 1 Hour – High 4 Hours – Medium, Low |
Live Call – All Phone Cases 1 Hour – All Web Cases All Cases Given Highest Priority |
| Advanced Hardware Replacement | ✓ | ✓ | ✓ |
| Software Updates and Patches | ✓ | ✓ | ✓ |
| Technical Account Manager | - | - | ✓ |
| Quarterly Account Review | - | - | ✓ |
24x7 Technical Support
No matter which WatchGuard network security appliance you buy, your support needs will be covered 24x7 by our in-house team of highly trained technical experts.
Hardware Warranty
WatchGuard’s hardware warranty includes advance hardware replacement to ensure that a replacement appliance is shipped immediately if a fault is identified.
Software Updates
WatchGuard continually enhances the capabilities of its operating system software and services. Your Support license gives you access to all new releases at no cost.
Get Access to the WatchGuard Beta Program
We don’t develop products by sitting at our desks. We work closely with those who use them every day, and find out what they want most. As a WatchGuard partner or customer with an active account, you can join our software beta program to experience our products in the early stages, and give your feedback to influence the course of development. We highly value all feedback, as it is critical to the success of our solutions and ensuring what we ultimately deliver meets all your needs.