About WatchGuard Support

WatchGuard® knows just how important support is when you must secure your network with limited resources. Our customers require greater knowledge and assistance in a world where security is critical. LiveSecurity® Service gives you the backup you need, with a subscription that supports you as soon as you register your XTM device.

LiveSecurity Service

Your XTM device includes a subscription to our ground-breaking LiveSecurity Service, which automatically activates when you activate your product. As soon as you activate, your LiveSecurity Service subscription gives you access to a support and maintenance program unmatched in the industry.

LiveSecurity Service comes with the following benefits:

Hardware Warranty with Advance Hardware Replacement

An active LiveSecurity subscription extends the one-year hardware warranty that is included with each XTM device. Your subscription also provides advance hardware replacement to minimize downtime in case of a hardware failure. If you experience a hardware failure, and a certified WatchGuard technician approves your RMA, WatchGuard will ship a replacement unit to you before you have to send back the original hardware.

Software Updates

Your LiveSecurity Service subscription gives you access to updates to current software and functional enhancements for your WatchGuard products.

Technical Support

When you need assistance, our expert teams are ready to help:

Support Resources and Alerts

Your LiveSecurity Service subscription gives you access to a variety of professionally produced instructional videos, interactive online training courses, and online tools specifically designed to answer questions you may have about network security in general or the technical aspects of installation, configuration, and maintenance of your WatchGuard products.

Our Rapid Response Team, a dedicated group of network security experts, monitors the Internet to identify emerging threats. They then deliver LiveSecurity Broadcasts to tell you specifically what you can do to address each new menace. You can customize your alert preferences to fine-tune the kind of advice and alerts the LiveSecurity Service sends you.

LiveSecurity Service Gold

LiveSecurity Service Gold is available for companies that require 24-hour availability. This premium support service gives expanded hours of coverage and faster response times for around-the-clock remote support assistance. You can purchase LiveSecurity Service Gold for an individual device or as an account level subscription.

Service Expiration

To secure your organization, we recommend that you keep your LiveSecurity subscription active. When your subscription expires, you lose up-to-the-minute security warnings and regular software updates. This loss can put your network at risk. Damage to your network is much more expensive than a LiveSecurity Service subscription renewal. If you renew within 30 days, there is no reinstatement fee.

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