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.
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Hardware Replacement Warranty
All WatchGuard hardware includes a one-year hardware warranty. Within this initial one-year timeframe, should an exchange be necessary it will quality for non-advanced replacement; WatchGuard will ship a replacement upon receipt of the original product. All active Support subscriptions include Advance Hardware Replacement which provides replacement via pre-paid, next-day airfreight to the requested address upon diagnosis and approval by a WatchGuard technician. Learn more >
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. WatchGuard also offers 1-, and 3-year Basic and Total Security subscriptions to unlock industry leading security services, support for the term of the subscription, and advanced hardware replacement. For users that may need a higher level of Support, Total Security includes Gold level support that offers a higher priority to your support case.
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. Any technical cases submitted through Customer Care will be transferred to the Technical Support team and Support subscription verification will be applied to the case.