Additional Support Services

Priority Response Upgrade

Support subscribers that experience an issue that requires a priority response can purchase a one-hour Priority Response Upgrade to have a one-time priority response applied to the specific case. Upgraded cases are prioritized in the queue for the first available technician and are typically responded to within minutes of applying the upgrade.

Note that this guarantees a response within a one-hour time frame and not a resolution to the issue being reported. Case resolution time varies depending on the issue. Priority Response Upgrades can be used on any WatchGuard appliance that is covered by an active Support subscription.

To submit a case with a Priority Response Upgrade, contact WatchGuard Customer Care by phone at 1.877.947.3453 Option #1 or +1.206.613.0877 Option #1. A valid credit card is required to purchase this upgrade.

  • Cost:
    $195 USD per priority response

  • Availability:
    Monday to Friday 6:00 AM to 6:00 PM in your local time zone for Support subscriptions
    24/7 for all 24 x 7 Support subscriptions

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.

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.



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