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 Hardware Repair & Replace Options
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LiveSecurity Technical Support ProgramTechnical support is available for all WatchGuard LiveSecurity customers as part of our LiveSecurity subscription program. Annual LiveSecurity subscriptions can be purchased from your reseller or our online store. Scope of SupportWatchGuard LiveSecurity Service Technical Support is designed to remotely assist you with specific issues regarding the installation and on going maintenance of your Firebox class, Vclass, all SOHO models and Sever Security products. Firebox and Server Security products come with one year of LiveSecurity Service. Both the included and subsequent annual subscription renewals entitle you to submit up to three support incidents per subscription year online or by telephone. Reported issues that are the result of software or hardware defects are not counted against your 3 incident limit. Active subscribers who need additional assistance from technical support may opt to upgrade to LiveSecurity Gold, which includes an unlimited incident count while the subscription is active. Subscribers also have the option of supplementing their standard LiveSecurity subscription by buying a single support or 3-incident support upgrade, from calling technical support, our online store, or your local WatchGuard authorized reseller. Firebox X Peak™, Core™, Edge, Firebox Vclass, and Firebox SOHO 6 products come with 90-day LiveSecurity Service. This entitles you to submit two support incidents during the initial 90 day subscription period via the web or by telephone. Subsequent annual subscription renewal entitles you to submit up to five support incidents per subscription year. Reported issues that are the result of software or hardware defects are not counted against your incident limits. Active subscribers who need additional assistance from technical support may opt to upgrade to LiveSecurity Gold, which includes an unlimited incident count. You may also supplement your standard LiveSecurity subscription by buying a single support or 3-incident support upgrade, technical support, our online store, or your local WatchGuard authorized reseller. 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. 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. 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 HoursYour LiveSecurity support hours are built around your core business hours. We staff LiveSecurity technical support technicians 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 Technical Support is available during your business day. We are only closed during the following national holidays:
Contacting SupportAs a LiveSecurity 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: +1.877.232.3531 (option #2) - United States and Canada To submit an incident via telephone you will need:
To submit an incident online you will need:
Single Incident Priority Response UpgradeAs a LiveSecurity subscriber, you can purchase a "Single Incident Priority Response Upgrade" (SIPRU) for $195. All Single Incident Priority Response Upgrades are responded to within one business hour and bypass our first level support team, going directly to our Priority Response Support Team. Please note: Single Incident Priority Response Upgrades guarantee a response time, not a resolution time. Case resolution time will vary depending on the issue. All Single Incident Priority Response Upgrades must be paid for in advance with a credit card and are only available during your localized LiveSecurity support hours (6:00AM to 6:00PM, Monday through Friday, excluding holidays). If you are a LiveSecurity customer wishing to purchase a Single Incident Priority Response Upgrade, please call +1.877.947.3453. Single Incident After Hours UpgradeAs a LiveSecurity customer, you may purchase a "Single Incident After Hours Upgrade." Single Incident After Hours Upgrades are available during all hours outside of your localized LiveSecurity support hours (6:00AM to 6:00PM, Monday through Friday, excluding holidays) providing you with 24/7 coverage if needed. An hourly charge of $150 is applied to all Single Incident After Hours Upgrades with a one hour minimum. The responding technician will update our Customer Care Team of the hours spent on the incident and Customer Care will charge your credit card accordingly. If you wish to purchase a Single Incident After Hours Upgrade, please call +1.877.947.3453 (toll free in the US and Canada). Online Technical Support ToolsIn addition to the providing you with direct personal support, your LiveSecurity 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, configuration, and maintaining your WatchGuard products. These online resources include:
EscalationIf 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:
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