Page 262 SonicWALL Internet Security Appliance Administrator’s Guide
SonicWALL Support 8X5
Available for all products, SonicWALL Support 8X5 includes software/firmware tech nical supp ort
and factory hardware replacement. Coverage is provided during standa rd business hours.
Coverage Hours
Support is provided during standard business hours, 8:00 a.m. - 5:00 p.m. local time, Monday
through Friday, excl uding locally-recognized SonicW ALL 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 work s 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 fact ory.
Upon diagnosis of a hardware f ailure, a SonicWALL technical specialist i ssues an RMA number and
provides instructions for returning t he hard ware to So nicWALL. Upon re ceip t of the fai led applian ce,
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.
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 a ccess to SonicWALL’s Web-based support tools, in cluding FAQs,
documentation, and K nowledge Base systems.
Availability
SonicWALL Support 8X5 is an annual service available for sale at the time of product purchase or
anytime before warranty expiration.