WatchGuard LiveSecurity® Service
Support & Maintenance Services
Choose the level of support that best fits your network's security landscape.
Technical Support:
All WatchGuard appliances come with a minimum of 90 days LiveSecurity Service. Annual subscription renewals entitle you to submit up to five support incidents per subscription year on the web or the phone. Reported issues that are the result of software or hardware defects are not counted against your five incident limit. Active subscribers who need additional assistance from technical support may opt to upgrade to LiveSecurity Gold, which includes an unlimited incident count while the subscription is active.
Hardware Replacement Warranty:
Having an active LiveSecurity® subscription extends the one-year hardware warranty that is included with each WatchGuard® appliance. Not only that, it also provides advance hardware replacement, which means that should there ever be a hardware failure, WatchGuard will ship a replacement in advance of receiving the returned appliance to minimize downtime
Software Updates:
Hackers never sleep. That's why your LiveSecurity Service subscription gives you access to updates and enhancements for your WatchGuard® product. And you're not limited to minor software patches; new software versions are available to active LiveSecurity subscribers throughout the supported life of the product.
Security Alerts:
Our Rapid Response Team, a dedicated group of network security experts, monitors the Internet to identify emerging threats, then delivers LiveSecurity Service alerts that tell you specifically what you can do to address each new menace. By customizing your alert preferences, you can fine-tune what kind of advice and alerts the LiveSecurity Service sends you.
Online Training & Tools:
In addition to providing you with direct personal support, your LiveSecurity Service subscription entitles you to access a variety of professionally produced instructional videos, interactive online training courses, and online tools like user forums and our knowledge base specifically designed to answer questions you may have regarding network security in general or the technical aspects of installing, configuration, and maintaining your WatchGuard products.
Remote Installation Services:
Need help getting your network security configured for maximum effectiveness? WatchGuard offers Remote Installation Services for comprehensive assistance with initial setup and configuration of your WatchGuard product. Schedule an appointment for a remote installation consultation at your convenience, and an experienced WatchGuard technician will assist you over the phone for up to two hours to review your needs, configure and test your product, while educating you on how to achieve the best performance.
| Compare LiveSecurity Levels | Standard | Plus* | Gold** |
|---|---|---|---|
| Technical Support | |||
| 12x5 Support (6am - 6pm in your local time zone) |  |
- | - |
| 24x7 Support | - | |
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| Single Incident After-Hours Upgrade | Fee-based | |
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| Number of support incidents per annual subscription | 5 | 5 | Unlimited |
| Three-incident Support Package | Purchased Seperately | Purchased Seperately | |
| Web-based Support | |
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| Phone-based Support | |
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| Remote Installation Services | Fee-based | Fee-based | Fee-based |
| Included with new application activation | |
* |
- |
| Software Support | |||
| Software Updates and Patches | |
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| New Feature Releases | |
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| LiveSecurity Broadcast Updates and Alerts | |
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| Advanced Features | Purchased Seperately | Purchased Seperately | Purchased Seperately |
| Hardware Warranty | |||
| Advanced Hardware Replacement | |
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| Spare and Replacement Parts | Purchased Seperately | Purchased Seperately | Purchased Seperately |
| LiveSecurity Customer Portal | |||
| Product Documentation and Guides | |
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| Technical Training Materials | |
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| My Products Management Center | |
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| Moderated Customer Forums | |
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| LiveSecurity Renewals | |||
| One, two and three (1, 2 and 3) Year Renewals | |
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| Five (5) Year Maximum Length | |
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* LiveSecurity Plus is included by default on XTM 5 and 8 Series Security Bundles, Firebox X Core and Peak e-Series UTM Bundles, and XCS model 570 and higher.
** LiveSecurity Gold is available on all e-Series, XTM, SSL, and XCS models, with the exception of XTM 2 Series.
WatchGuard LiveSecurity Service Subscriptions can be purchased on the individual product pages.