WatchGuard Technologies Firebox X Hours, Telephone Number, Web Site Service Time, Type of Service

Technical Support

Note

You must activate the LiveSecurity Service before you can get technical support.

LiveSecurity Service Technical Support

All new Firebox products include the WatchGuard LiveSecurity® Technical Support Service. You can speak with the WatchGuard Technical Support team when you have a problem with the installation, man- agement, or configuration of your Firebox.

Hours

WatchGuard LiveSecurity Technical Support operates from 6:00 AM to 6:00 PM in your local time zone, Monday through Friday.

Telephone Number

877.232.3531 in United States and Canada +1.206.613.0456 in all other countries

Web Site

http://www.watchguard.com/support

Service Time

We try to supply a solution in a maximum time of four hours.

Type of Service

There is technical support available for special problems with the installation and continued maintenance of the Firebox and SOHO systems.

Single Incident Priority Response Upgrade (SIPRU) and Single Incident After Hours Upgrade (SIAU) are also available. For more data about these upgrades, refer to the WatchGuard Web site at:

http://www.watchguard.com/support

LiveSecurity Gold

WatchGuard Gold LiveSecurity Technical Support adds to your standard LiveSecurity Service. We recom- mend that you buy this upgrade if your company uses the Internet or VPN tunnels for most of your work.

With WatchGuard Gold LiveSecurity Technical Support you get:

•Live technical support 24 hours a day, seven days a week.

•The Priority Technical Support Team operates our support center continuously from 7 PM Sunday to 7 PM Friday (Pacific Time).

•We try to supply a solution to your problem in a maximum time of one hour.

•If a technician is not immediately available to help you, an administrator records your problem. The administrator gives you an incident number. The Priority Technical Support team will speak to you when they become available.

Firebox Installation Service

WatchGuard Remote Firebox Installation Service helps you to install and configure your Firebox. You can schedule a two-hour time with one of our WatchGuard Technical Support team. During this time, the technician helps you to:

•Do an analysis of your network and security policy

•Install the WatchGuard System Manager software and Firebox hardware

•Align your configuration with your company security policy

This service does not include VPN installation.

User Guide 21