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Partner OptionsWatchGuard is dedicated to providing our valued partners with the highest level of technical support and online self help resources, designed to meet the needs of our customers. WatchGuard partner technical support offerings are defined as:
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. Please do not create a case under your end user's account. 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 online, this process will log a web based incident that a technician will use to update you. Once you have contacted technical support online or by phone and have logged an incident, you can expect a response within the time frame specified for your partner status listed above. WatchGuard Partner Technical Support is available free of charge to all qualified Partners. All WatchGuard Partners should be fully capable of addressing first level installation and maintenance issues for their customers. This support program is designed to assist Partners with second level support issues and an escalation path to third level support, should the technical issue require escalation. Registered Resellers will receive first-level customer support. Expedited Partner Technical SupportIf you are on site at a customer location or are experiencing a critical down situation and you require immediate technical support, we now offer Expedited Partner Support at a fee of $100.00 USD for our US and Canada based Partners. This option is available Monday through Friday from 6am - 6pm Pacific Time. This program will offer the ability to be transferred directly to a technician once the case has been created by our Customer Care Team. Please log the support incident via phone by calling our Partner line at +1.206.521.8375 Option #2. Customer Care will ask for your Partner ID and a credit card for the associated fee. Please note that this program will allow you to be immediately transferred to a technician but does not guarantee a resolution to your issue at the time of the initial call. General Partner Technical SupportTo submit an incident via phone you will need:
To submit an incident online you will need:
Registered Reseller SupportWatchGuard registered resellers receive a targeted four hour initial response from first level support teams. Times may vary based on call volume. Expedited Partner Support is available to registered resellers. Partner Technical Support Account MaintenanceMaintaining 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 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 department at +1.877.232.3531. If you do not have a Partner LiveSecurity Key, forgot your Partner ID, forgot your Partner log in 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 +1.206.613.0895. Online Technical Support ResourcesIn addition to the providing you with direct personal support, resellers and partners with an activated LiveSecurity Partner Key also have access a variety of on-line 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 WatchGuard products. These on-line resources include:
Technical Support HoursWatchGuard Partner Technical Support business hours run continuously from 7:00PM Sunday to 7:00PM Friday Pacific Time (GMT-8/GMT-7) (24/5). Please note that WatchGuard Partner Technical Support is closed on the following national holidays:
Critical care support on these national holidays will be offered via our paging services. Should you encounter a critical down issue on one of these holidays and require assistance, 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 +1.877.947.3453 to leave your contact information for our on call technician. Please provide your web based incident ID, Partner ID, company name and personal contact information and our paging service will page the on-call technician for a return call. Weekend On-Call Support CoverageShould you encounter a critical down issue outside of our established 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 +1.877.947.3453 to leave your contact information for our on call technician. Please provide your web based incident ID, Partner ID, company name and personal contact information and our paging service will page the on-call technician for a return call. Please note that this service is a fee based service and will cost $150.00 per hour, one hour minimum. 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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