Support Services

Remote Professional Services

Set up and optimize your WatchGuard solution quickly with guided remote support. In a scheduled session, a WatchGuard expert helps configure, test, and fine-tune your environment while walking you through best practices.

Proven Three-Phase Plan:

• Preparation: Define requirements and plan
• Deployment: Configure and validate setup
• Sign-off: Review and confirm results

Scheduling, Availability, and Cost

Schedule through WatchGuard Support with at least 72 hours notice. Services are available Monday to Friday, 6 AM to 6 PM local time. Contact your reseller for pricing.

Upon receipt of the request, a member of our support team will reach out to discuss scope of work, confirm purchase of order license, and provide additional materials to begin the installation process.

To find out more, contact your local WatchGuard Sales Rep or find a partner near you.

---

On-Site Professional Services

Get expert help to deploy and optimize your network security from day one. WatchGuard consultants support setup, configuration, and policy reviews, while sharing best practices to improve performance and maintain long-term security.

Each engagement includes:

• Defined scope and deliverables
• On-site implementation
• Knowledge transfer for ongoing success

To find out more, please contact WatchGuard Support.

---

Migration Assistance Services

Firewall Migration Assistance Services

Migrating firewall configurations between platforms can be one of the most complex and risky stages of a network security transition. This service is a WatchGuard-assisted offering designed to help partners and sales teams confidently support firewall migrations while minimizing operational friction.

• Reduced Migration Effort: Automates the most time-consuming and error prone parts of firewall migrations, reducing the need for manual configuration rebuilds.
• Lower Risk During Transitions: Combines automated conversion with WatchGuard expert review to help minimize misconfigurations and service disruption during firewall changes.
• Faster Time To Production: Simplifies and accelerates firewall transitions, helping partners complete migrations more efficiently, with lower cost, and keep projects moving forward.
• Increased Confidence: Provides a supported, repeatable migration approach that helps partners feel confident when recommending and delivering firewall platform transitions.

Scheduling, Availability, and Cost

Schedule through Customer Care with at least 72 hours notice. Services are available Monday to Friday, 6 AM to 6 PM local time. Contact your reseller for pricing.

Management Migration to WatchGuard Cloud

WatchGuard wants to help our customers embrace Cloud for Firebox management through dedicated assistance. We've created a new service designed specifically to assist customers who currently manage their Fireboxes on-premises. Our migration experts will work closely with you to prepare and migrate your Fireboxes to WatchGuard Cloud Management.

Each engagement includes:

• Providing configuration evaluation for Cloud readiness
• Presenting best practices for configuration consolidation and operational migration steps
• Being a resource to debug and troubleshoot
• Helping migrate a set of locally managed configurations to Cloud-managed

To find out more, contact your local WatchGuard Sales Rep or find a partner near you.

---

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.

What is Premium 4-Hour RMA Service?

All 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 4 hours of RMA approval by WatchGuard Support.

Service Availability

Available in select regions and metro areas:

• Americas: Limited to US and Canada. The service is not available in all geographic locations, although most major metro areas can be covered.
• Europe: Because of the expedited delivery times, this service will not be offered in all locations. Initially available in Germany, France, UK, Benelux, Denmark, Italy, and Spain.

WatchGuard maintains a list of locations where the service can be made available.

Generally, we will be able to provide coverage within 150 miles (240 km) by road to the listed stocking locations.

How long does it take to set up?

Depending on location, it may take up to 30 days once a purchase order is received and the service is activated on the appliance to get the service set up and inventory stocked to support a specific installed location. WatchGuard can provide detailed guidance on how quickly the service can be set up once a postal or zip code has been designated. Once the stocking depot is set up, 4-hour delivery becomes available.

Which appliances are covered?

Premium 4-Hour RMA is available as a subscription service for all WatchGuard Firebox and XTM hardware. Each appliance in a location needs to have a Premium 4-Hour RMA subscription to be eligible for coverage. Premium 4-Hour RMA is not included in any Bundles or Suites, and needs to be purchased in addition to the Support coverage that is required on the appliance. Transfer of service from one appliance to another is not allowed.

What type of Support coverage is required?

Customers must have a current subscription for Standard Support, Gold Support, or Platinum Support in order to get 24 x 7 coverage for replacement parts.

Get more information on WatchGuard Support levels.

How is the service licensed for a redundant pair of Fireboxes in a cluster?

Both appliances in the cluster need to have a license for the 4 hour RMA service, in both Active/Passive and Active/Active scenarios.

How do customers notify WatchGuard of their location?

Customers are required to enter the installed location of the appliance at activation time. It is the customer's responsibility to notify WatchGuard Customer Care of any changes in the installed location. Address changes are only allowed to locations supported by the program, and a 30-day setup period may apply again. WatchGuard can only commit to 4-hour delivery to locations that have been provided at activation time, or in subsequent updates to Customer Care.

Who is providing the service?

WatchGuard has partnered with Choice Logistics, a global leader in third-party logistics that specializes in fast delivery of replacement mission-critical parts.

Can we deliver across borders in Europe?

Yes. Within the European Union we can deliver parts to a neighboring country if it falls within the 150 miles (240 km) of the stocking location.

Terms and Conditions

WatchGuard will provide a replacement part on-site within 4 hours of when WatchGuard approves the RMA and the location of the failed appliance has been confirmed by WatchGuard. This service does not replace or supersede any of the terms in the WatchGuard Hardware Warranty.

WatchGuard only offers this service in approved locations. WatchGuard does not make any commitment to provide a replacement appliance within 4 hours for locations that are not on the approved list.

Customer is responsible for designating the location where the part will be installed. This install location is recorded at activation time. If the install location of the appliance needs to change, it is the customer's responsibility to contact WatchGuard Customer Care to update the records on file.

Customer is responsible for returning the defective product and all costs of shipping and handling for return of the defective product.

This service cannot be transferred from one appliance to another.

Customers are responsible for any customs fees and tariffs associated with the return of the failed hardware, unless otherwise specified.

Replacement devices may be new, or like-new. In the event of product obsolescence, WatchGuard reserves the right to replace a failed product with a product of like or better features and functionality.

Any failed device returned to WatchGuard with broken warranty seals will be returned to the customer as-is.

WatchGuard will complete the transfer of the registration information and subscription services to the replacement device. The replacement device includes instructions for returning the failed unit to WatchGuard. Please make sure that the RMA number is included with the shipment that you return to WatchGuard.

Technical Support programs are not available for products determined to be altered, repaired, modified, lost, stolen, or damaged by accident, misuse, or unauthorized modification or installation.