SonicWALL Installation Guide Page 80

6

SonicWALL Support Solutions

SonicWALL’s powerful security solutions give unprecedented protection from the

risks of Internet attacks. SonicWALL’s comprehensive support services protect your

network security investment and offer the support you need - when you need it.

Knowledge Base

All SonicWALL customers have immediate, 24X7 access to our state-of-the-art

electronic support tools. Power searching technologies on our web site allow

customers to locate information quickly and easily from our robust collection of

technical information - including manuals, product specifications, operating

instructions, FAQs, web pages, and known solutions to common customer

questions and challenges.

Internet Security Expertise

Technical Support is only as good as the people providing it to you. SonicWALL

support professionals are Certified Internet Security Administrators with years of

experience in networking and Internet security. They are also supported by the

best in class tools and processes that ensure a quick and accurate solution to your

problem.

Support Offers

Warranty Support - North America and International

SonicWALL products are recognized as extremely reliable as well as easy to

configure, install, and manage. SonicWALL Warranty Support enhances these

features with

•1 year, factory replacement for defective hardware

•90 days of advisory support for installation and configuration assistance during lo-

cal business hours.

•90 days of software and firmware updates

•Access to SonicWALL’s electronic support and Knowledge Base system.

SonicWALL Support 8X5

Designed for customers who need advanced technical support and the additional

benefits of ongoing software and firmware updates, SonicWALL Support 8X5 is an

annual service that includes

•Factory replacement for defective hardware

•Telephone or electronic technical support during local business hours

•Access to SonicWALL’s electronic support and Knowledge Base systems

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•All software and firmware updates and upgrades

SonicWALL Support 24X7

For customers with mission-critical network requirements who cannot afford downtime,

SonicWALL Support 24X7 is an annual subscription service that offers

•

Advanced-exchanged replacement of defective hardware

•

Telephone or electronic support, 24 hours, 7 days a week

•

Enhanced escalation for high priority problems

•

Access to SonicWALL’s electronic support and Knowledge Base systems

All of SonicWALL Support Services offer a variety of support services to meet your unique

needs including fast, responsive service, instant access to electronic support tools, and high

quality technical support.

SonicWALL Support Services Features and Benefits

Telephone or Web-based Technical Support

. SonicWALL’s technical support experts

help solve your problems or answer your questions quickly, reducing your risk of Internet

attack.

Knowledge Base

. Instant access to solutions and documentation provides answers to

questions and solves problems electronically.

Firmware/Software Upgrades.

Automatic firmware and software upgrades give instant

access to new features and capabilities, allowing you to extend your Internet security

investment.

Annual Support Agreement.

Low, fixed prices for support services allow you to budget

accurately and protect you from unexpected technical support expenses.

SonicWALL

Warranty

SonicWALL

Support 8X5

Super

SonicWALL

Support

Telephone/Web-based

technical support

90 days

8:00 a.m. - 5:00 p.m.,

local time, Monday -

Friday

1-year

8:00 a.m. - 5:00 p.m.,

local time, Monday -

Friday

1-year

24 hours by 7 days a

week

Hardware Replacement

1 year, return to

factory

1 year, return to

factory

1 year, advanced

exchange

Software/Firmware

Updates

90 days

1-year

1-year

Enhanced Escalation

Yes

SonicWALL Installation Guide Page 82

SonicWALL Support 24X7

Overview

Available for all SonicWALL products,

SonicWALL

Support 24X7

includes software/

firmware technical support, and factory replacement of defective hardware. Coverage is

provided 24 hours a day, 7 days a week.

Deliverables

Coverage Hours

Support is provided during standard business hours, 24 hours per day local time, seven

days per week, including locally-recognized SonicWALL holidays.

Telephone and Web-based Support

SonicWALL provides technical assistance during standard coverage hours by telephone or

through web-based support tools. A SonicWALL technical specialist works with you to

remotely diagnose and identify firmware and hardware not performing to documented

specifications. Web-based support includes interactive communication with a SonicWALL

technical specialist. SonicWALL also provides general assistance regarding usage and

documentation on a limited basis.

Hardware Service

SonicWALL Support 24X7

includes the repair or replacement of failing hardware

returned to the SonicWALL factory.

Upon diagnosis of a hardware failure, a SonicWALL technical specialist issues an RMA

number and provides instructions for returning the hardware to SonicWALL. SonicWALL

ships a replacement appliance to you based upon the RMA information. You are responsible

for returning the failed appliance to SonicWALL with 30 days or be charged for the full

replacement cost.

SonicWALL does not accept failed appliances without a valid RMA number.

Software/Firmware Support

SonicWALL logs, tracks, prioritizes, and resolves software, firmware and/or documentation

bug reports and enhancement requests for software support under this agreement.

SonicWALL

Support 24X7

includes priority escalation based on problem severity.

Support for software, firmware, and documentation is limited to the most current version

and the immediate prior revision.

Software/Firmware Updates

All software and firmware maintenance releases and updates are included with this

agreement. SonicWALL notifies administrators via electronic mail of new updates. The

updates are delivered exclusively via the web.

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Support Tools

SonicWALL Support 24X7

provides access to SonicWALL’s web-based support tools,

including FAQs, documentation, and Knowledge Base systems.

Availability

SonicWALL Support 24X7

is an annual service available for sale at the time of product

purchase or anytime before warranty expiration.

SonicWALL Support 8X5

Overview

Available for all products,

SonicWALL Support 8X5

includes software/firmware technical

support and factory hardware replacement. Coverage is provided during standard business

hours.

Deliverables

Coverage Hours

Support is provided during standard business hours, 8:00 a.m. - 5:00 p.m. local time,

Monday through Friday, excluding locally-recognized SonicWALL holidays.

Telephone and Web-based Support

SonicWALL provides technical assistance during standard coverage hours by telephone or

through web-based support tools. A SonicWALL technical specialist works with you to

remotely diagnose and identify firmware and hardware not performing to documented

specifications. Web-based support includes interactive communication with a SonicWALL

technical specialist. SonicWALL also provides general assistance regarding usage and

documentation on a limited basis.

Hardware Service

SonicWALL Support 8X5

includes the repair or replacement of failing hardware returned

to the SonicWALL factory.

Upon diagnosis of a hardware failure, a SonicWALL technical specialist issues an RMA

number and provides instructions for returning the hardware to SonicWALL. Upon receipt

of the failed appliance, SonicWALL ships a fully functional replacement appliance to you.

The replacement appliance is equivalent to a new appliance.

SonicWALL does not accept failed appliances without a valid RMA number.

Software/Firmware Support

SonicWALL logs, tracks, prioritizes, and resolves software, firmware and/or documentation

bug reports and enhancement requests for software support under this agreement.

SonicWALL

Support 8X5

includes priority escalation based on problem severity.

Support for software, firmware, and documentation is limited to the most current version

and the immediate prior revision.

SonicWALL Installation Guide Page 84

Software/Firmware Updates

All software and firmware maintenance releases and updates are included with this

agreement. SonicWALL notifies administrators via electronic mail of new updates. The

updates are delivered exclusively via the web.

Support Tools

SonicWALL Support 8X5 provides access to SonicWALL’s web-based support tools,

including FAQs, documentation, and Knowledge Base systems.

Availability

SonicWALL Support 8X5 is an annual service available for sale at the time of product

purchase or anytime before warranty expiration.

Warranty Support -

Overview

Included with all SonicWALL products, SonicWALL warranty support includes return-to-

factory hardware replacement for one year. Warranty Support also includes technical

support and software/firmware updates for 90 days. Coverage is provided during normal

business hours.

Deliverables

Coverage Hours

Support is provided during standard business hours, 24 hours per day local time, seven

days per week, including locally-recognized SonicWALL holidays.

Telephone and Web-based Support

SonicWALL provides technical assistance during standard coverage hours by telephone or

through web-based support tools for 90 days after the date of purchase. A SonicWALL

technical specialist works with you to remotely diagnose and identify firmware and

hardware not performing to documented specifications. Web-based support includes

interactive communication with a SonicWALL technical specialist. SonicWALL also provides

general assistance regarding usage and documentation on a limited basis.

Hardware Service

Warranty Support includes the repair or replacement of failing hardware returned to the

SonicWALL factory for a period of year following the date of purchase.

Upon diagnosis of a hardware failure, a SonicWALL technical specialist issues an RMA

number and provides instructions for returning the hardware to SonicWALL. SonicWALL

ships a replacement appliance to you based upon the RMA information. Upon receipt of the

failed appliance, SonicWALL ships a fully functional replacement appliance to you. The

replacement appliance is equivalent to a new appliance.

SonicWALL does not accept failed appliances without a valid RMA number.