Compare Support Levels

Choose the level of support that best fits your network’s security landscape.


Compare Levels
Standard Gold Platinum
Technical Support
24x7 Support
Number of support cases per annual subscription Unlimited Unlimited Unlimited
Targeted Response Time Live Call – Critical
4 Hours – High
8 Hours - Medium
24 Hours - Low
Live Call - Critical
1 Hour – High
4 Hours – Medium, Low
Live Call – All Phone Cases
1 Hour –All Web Cases
All Cases Given Highest Priority
Web-Based Support
Phone-Based Support
Technical Account Manager - -
Quarterly Account Review - -
Remote Installation Services Purchased separately Purchased separately Purchased separately
Compare Levels
Standard Gold Platinum
Software Support
Software Updates and Patches
New Feature Releases
Broadcast Updates and Alerts
Compare Levels
Standard Gold Platinum
Hardware Warranty
Advance Hardware Replacement
Premium 4-Hour RMA Service Purchased separately Purchased separately Purchased separately
Spare and Replacement Parts Purchased Separately Purchased Separately Purchased Separately
Compare Levels
Standard Gold Platinum
Technical Training & Certification
Product Documentation and Guides
Technical Training Materials
Moderated Customer Forum
Compare Levels
Standard Gold Platinum
Support Renewals
Multi-Year Renewals
Five (5) Year Maximum Length

Account-Wide Support Programs

WatchGuard offers an additional support program for businesses that have more complex support environments.

  • Platinum Support is an account-wide support upgrade. Along with 24x7 support with a one-hour response time and unlimited cases, Platinum Support includes an assigned Technical Account Manager to work with the customer to achieve maximum benefits and ROI from their network security investment. The program also provides regular security reviews and proactive notifications of updates and upgrades.

Note: For Platinum Support, the account must maintain an active Support contract for each appliance.

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