All active Standard and Gold Support subscriptions include phone and web-based support, software updates and enhancements, and advance hardware replacement (RMA).
Software and Services Support
WatchGuard provides technical support for the current software release of each model family and for the software release immediately preceding the current version of software.
Bug fixes are provided for the current release of software only.
WatchGuard provides signature updates for a software release for 12 months after the release of a newer version of software.
Product End of Life
The WatchGuard End-of-Life Policy contains model and support lifecycle information and includes valuable information on recommended hardware upgrades. Maintaining up-to-date hardware and software helps to ensure network integrity.
Renewing Expired Licenses and Back Dating
WatchGuard requires continuous coverage of Security Service subscriptions. Service licenses should be renewed before they expire to avoid any lapse in service. If the subscription has expired, the renewal license start date will be set to the original license expiration date, up to a maximum of six months back.
- If a service expiration date is less than 6 months in the past, the renewal start date will become the original license expiration date.
- If a service expiration is more than 6 months in the past, the renewal start date will be set to 6 months in the past.
- If a service expiration is some date in the future, the renewal start date will be the date of the future expiration.
If a customer upgrades from Standard Support to a Basic or Total Security Suite, or from a Basic Security Suite to a Total Security Suite, the start date is the activation date. In this case, the renewal is not backdated.
All newly registered WatchGuard hardware includes a one-year hardware warranty. Hardware Advance Replacement is available with the Standard and Gold Support options, and Premium 4-Hour Replacement can be purchased for customers with mission-critical environments. Learn more >