Support Services

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.

 

Hire an Expert

WatchGuard technicians can provide comprehensive assistance with installation and configuration.

Support Levels

Browse the available Support options to make sure your business has the right level of support.

Additional Services

Extended support services include Professional Services, Remote Installation, and hardware upgrade options.

 

 

Hardware Replacement Warranty

An active Support subscription extends the one-year hardware warranty that is included with each WatchGuard® appliance. It also provides advance hardware replacement.


Premium 4-Hour Hardware Replacement

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.


Software Updates

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.


Technical Support

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.


Knowledge Base:

Working with Customer Support

Review this information to better understand the process for working with Technical Support


Account Administration Assistance

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.

About WatchGuard

WatchGuard has deployed nearly a million integrated, multi-function threat management appliances worldwide. Our signature red boxes are architected to be the industry's smartest, fastest, and meanest security devices with every scanning engine running at full throttle. Why buy WatchGuard? Find out here.

 

GET IN TOUCH

  • Global Headquarters
    505 Fifth Avenue South, Suite 500
    Seattle, WA 98104, United States
  • Phone
    1.800.734.9905 US & Canada