MSS Partner Program

WatchGuard Partner Technical Support Program for MSS-Enterprise Partners

NOTE: This support program refers to WatchGuard MSS-Enterprise customers. WSP-MSS Partners receive support according to the WSP Support programs. Please refer to this page for WSP-MSS Support: www.watchguard.com/partners/programs/techprogram.asp.

WatchGuard Partner Technical Support for MSS-Enterprise Partners is available to all WatchGuard Partners who have a registered LiveSecurity® Partner Key and have been pre-qualified as an MSS-Enterprise Partner by our Inside Sales Team. This support program offers service levels that have a targeted response time of under one hour and technical assistance provided by a qualified 2nd Level Technician. If you have not already pre-qualified for this MSS-level program, please contact WatchGuard Sales at +1.800.734.9905 for further information.

Scope of Support

WatchGuard Partner Technical Support for MSS-Enterprise Partners is available free of charge to all qualified MSS-Enterprise Partners. All WatchGuard MSS-Enterprise Partners should be fully capable of addressing first-level installation and maintenance issues with their customers. This support program is designed to assist MSS-Enterprise Partners with second-level support issues and an escalation path to third-level support should the technical issue require escalation. The unit for which you are requesting support must have a current LiveSecurity subscription.

Support Hours

WatchGuard Secure Partner Technical Support for MSS-Enterprise Partners business hours run continuously from 7:00PM Sunday to 7:00PM Friday PST/PDT (GMT-8/GMT-7) (24/5). Please note that WatchGuard Secure Partner Technical Support is not available on the following holidays:

New Years Day (January 1)
Christmas Day (December 25)

Critical care support may be provided by one of our on-call MSS technicians via cell phone on these holidays and outside of our normal support hours. Should you encounter a critical down issue on one of these holidays or outside of our normal support hours, please log onto our online support center and submit a Web-based incident to describe the situation and obtain an incident ID number. Then call our on-call MSS technician at +1.206.910.6490. Please be prepared to provide your Web-based incident ID and Partner ID.

Contacting Support

You can access Partner Technical Support via telephone or our online interface. It is crucial when contacting support on behalf of your customers that you use your Partner ID. When you contact Technical Support via phone, a Customer Care Representative will log your incident for a return call from a technician. When you contact Technical Support via our online interface at www.watchguard.com/support/, this process will log a Web-based incident that a technician will use to work with you. Once you have contacted technical support via Web or phone and logged an incident, we target a response time according to your MSS-Enterprise Partner status of less than one hour.

Onsite and Critical Care Support

If you are onsite at a customer location or are experiencing a critical down situation and you need immediate technical support, please log the support incident via phone using your Partner ID. Please state that you are onsite or experiencing a critical issue and that you need immediate assistance and our Customer Care Team will queue your case for the next available WatchGuard technician. The Customer Care Representative will then update the 2nd Level Support Team and the Support Managers with the critical nature of the case so that every effort is made to return the call as soon as possible.

To submit an incident via phone you will need:

Your Partner ID to identify you as a partner. If you do not know your ID you can email partners@watchguard.com to request it.
To indicate the nature of your call and provide a brief description of the issue.
The serial number for the unit in which you are requesting support. This unit must have an active LiveSecurity subscription.
Partner technical support contact number is +1.206.521.8375 or +44.203.002.8409 for United Kingdom.

To submit an incident online you will need:

Your partner login credentials that identify you as a partner, so your technical support incident will be routed to the appropriate support queue.
A Partner LiveSecurity Key registered to your WatchGuard Account. This allows you to use the web to log support incidents in the technical support queue. You can confirm if you have a Partner LiveSecurity Key by logging into the LiveSecurity Home page with your partner credentials and viewing your products.
The serial number for the unit in which you are requesting support. This unit must have an active LiveSecurity subscription.

Online Technical Support Tools

In addition to receiving direct personal support, being a WatchGuard Secure Partner also entitles you to access a variety of online tools that are specifically designed to answer many of the 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.
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.

Partner Technical Support Account Maintenance

Maintaining your partner LiveSecurity account with WatchGuard will assure that everyone in your company will have access to technical support. Any employee that will be accessing WatchGuard MSS-Enterprise Partner Technical Support will need to be added as a member under your master WatchGuard partner account. If an employee has left your company, please have them removed from your master partner account by contacting our Customer Care Team at +1.877.232.3531.

If you do not have a Partner LiveSecurity Key, forgot your Partner ID, forgot your Partner login credentials, or have any questions about accessing WatchGuard Partner Technical Support please email partners@watchguard.com or call your inside account representative at +1.800.734.9905 or +1.206.521.613.0895.

Escalation

If at any time you wish to comment on the handling of a particular case or on WatchGuard Partner Technical Support in general, please feel free to directly 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))