Page 258 SonicWALL Internet Security Appliance Administrator’s Guide
SonicWALL Support 24X7
For customers with mission-critical network requ irements who cannot afford d owntime, SonicWALL
Support 24X7 is an annual subscription service that offers
• Advanced-exchanged replacement of defective hardware
• Telephone or electronic support, 24 hours, sev en days a week
• Enhanced escalation for high prior ity problems
• Acce ss to So ni cWA LL’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 se rvice, instant access to electro nic support tools, and high qualit y
technical support.
SonicWALL Support Services Features and Benefits
Telephone or Web-based Tech ni cal Suppo rt . 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 docu mentation prov ides answers to que stions
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 accurat ely and
protect you from unexpected technical support expenses.
SonicWALL
Warranty SonicWALL
Support 8X5 Super SonicW ALL
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 Repla c e ment 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