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WatchGuard Support
The Best Support & Maintenance Package in the Industry

At WatchGuard, we understand just how important support is when you are trying to secure your network with limited resources. You require greater knowledge and assistance in a world where security is becoming ever more critical and complex, and downtime can spell disaster. Our support program gives you the backup you need, starting with an initial subscription that supports you from the moment you activate your WatchGuard Appliance.

Support Program Overview Table

24x7 Technical Support

No matter which WatchGuard network security appliance you buy, your support needs will be covered 24x7 by our in-house team of highly trained technical experts.

Hardware Warranty

WatchGuard’s hardware warranty includes advanced hardware replacement to ensure that a replacement appliance is shipped immediately if a fault is identified.

Software Updates

WatchGuard continually enhances the capabilities of its operating system software and services. Your Support license gives you access to all new releases at no cost.

Compare Support Levels

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

Standard Gold Platinum
Technical Support
24x7 Support
Number of support cases per annual subscription Unlimited Unlimited Unlimited
Targeted Response Time 4 Hour – Critical, High
8 Hours – Medium
24 Hours - Low
Live Call - Critical
1 Hour – High
4 Hour – 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
Software Support
Software Updates and Patches
New Feature Releases
Broadcast Updates and Alerts
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
Technical Training & Certification
Product Documentation and Guides
Technical Training Materials
Moderated Customer Forum
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.

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

LiveSecurity

WatchGuard® knows just how important support is when you are trying to secure your network with limited resources. You require greater knowledge and assistance in a world where security is becoming more critical. LiveSecurity Service gives you the backup you need, starting with an initial LiveSecurity subscription that supports you from the moment you activate your WatchGuard appliance.

Your LiveSecurity Service subscription provides access to telephone and web support from our team of security experts.

Hardware Warranty:

Hardware warranty with advance hardware replacement saves you time and money.

Software Updates and Enhancements:

LiveSecurity gives you ongoing software updates to ensure your security is always working in top form.

Your Early Warning System:

WatchGuard security experts closely monitor daily security developments and emerging hacker techniques, delivering timely, concise security intelligence. LiveSecurity alerts, available by RSS feed, email, and at watchguardsecuritycenter.com, deliver threat information that is:

WatchGuard LiveSecurity Service Subscriptions can be purchased on the individual product pages.