WatchGuard Technologies

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

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. Hardware warranty service can be both enhanced and extended with an active Standard or Gold Support subscription. 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 >


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.

 

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