Getting Internet technical support
Known issues
Another source of information about the WatchGuard Firebox System is the Known Issues page on the Technical Support Web. When our engineering or Technical Support team discovers a limitation or problem with our product, we immediately post the information on the Known Issues page. We provide a description of the issue as well as workarounds and, where appropriate, the software version where a permanent fix will be implemented. To access the Known Issues page:
1Open your Web browser to https://www.watchguard.com/support/
2Log in.
3Click the Technical Support link on the left.
The Customer Support page appears.
4Click the LSS/SOHO Known Issues link on the left.
The Known Issues page opens.
Getting Internet technical support
Our Technical Support team developed a Web page to assist with framing and submitting a technical support issue. The information you provide allows us to route the question to the appropriate support technician. It also enables us to link the question with information you report about your network as well as our database of all the support issues you have brought to our attention.
To access Internet technical support, you must have your LiveSecurity License key. To access Technical Support and its Web interface, from the Control Center:
1Click the LiveSecurity Control Center button (shown at right).
2Select On the Web. Select Product Support.
Or, open your Web browser and connect to the secure WatchGuard support site at https://www.watchguard.com/support/.
3Log in.
4Click Create New Incident.
5Complete the Support Incident form. Click Submit.
Your issue is entered in the WatchGuard Technical Support database and routed to the appropriate support technician.
Getting telephone support
If you have a problem, please contact us via the Web to submit a profile of your case. Follow up with a phone call only if the need is too
The WatchGuard Technical Support team recognizes that no one likes to be put on hold. We make it our policy to answer every call. If we cannot answer your question immediately, we request your telephone number and call you back as soon as we have an answer.
12
