Understanding your support options is important to ensure the best support available.
WatchGuard’s Support website provides access to direct personal support, as well as a variety of video tutorials, training courseware (WatchGuard login required), and online tools such as the WatchGuard User Forum (user forum login required) and Knowledge Base. Use these tools to help answer questions about network security and how to install, configure, and maintain WatchGuard products.
All active Support subscriptions include an Advance Hardware Replacement service, which means that WatchGuard will ship a replacement via pre-paid, next-day airfreight in advance of receiving the returned appliance. Customers with mission-critical requirements that need replacements sooner can purchase the Premium 4-Hour RMA subscription with round-the-clock coverage. With this upgrade, a courier will deliver a replacement appliance on-site from local stocking depots within four hours of RMA approval by WatchGuard Technical Support. Get details in the RMA FAQ.
See a list of locations where Premium 4-Hour RMA is available.
Your Support subscription provides access to updates and enhancements for WatchGuard® appliances. Software updates are not limited to minor software patches. New software versions are available to active subscribers throughout the supported life of the appliance.
All WatchGuard appliances come with a minimum of 90 days Support, which includes unlimited support cases. Active subscribers who need additional assistance from Technical Support can opt to upgrade to Gold Support, which provides live call for all critical cases submitted by phone and priority queuing on all web based support cases.
Review this information to better understand the process for working with Technical Support
WatchGuard Customer Care provides assistance with account-related issues, activation problems or questions, RMA processing, and general non-technical questions. A Support subscription is not required to receive assistance from WatchGuard’s Customer Care team. Cases submitted must be administrative in nature and do not count against your Support subscription case limits. Technical cases submitted through the Customer Care team will be transitioned to the Technical Support team and the appropriate case count deduction will be made.