SonicWall Global Support Services keep your security infrastructure current and help you to react swiftly to any problem that may occur. Support Services include crucial updates and upgrades, the finest technical support, access to extensive electronic tools and timely hardware replacement.
*** The SonicWall Support service extends the current expiration date by the term purchased i.e. 1, 2, 3, 4 or 5 Years.
If your current support service has already expired, then you should consider either the 2-, 3-, 4- or 5-Year (where available) support option that includes support reinstatement (means your support is not back-dated).
Technical Support
8×5: Monday through Friday, 8 a.m. to 5 p.m. for non-critical environments (according to local time zone)
7×24: Around the clock support, including weekends and holidays, for business-critical environments
Warranty and Support Agreements
SonicWall warranty and support agreements provide technical assistance during standard coverage hours, typically 8×5 or 24×7. A SonicWall technical specialist will work remotely with you to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use and implementation on a limited basis. SonicWall’s warranty and support offerings do not include step-by-step installation or configuration of products or services.
If you need installation or configuration assistance, SonicWall will refer you to a certified value-added reseller or offer you one of our Professional Services. Warranty and support agreements provide for replacement of failing hardware returned to a SonicWall factory. The replacement product may be new, or like-new. In the event of product obsolescence, SonicWall reserves the right to replace failing product with a product of like or better features and functionality.
(8x5) - 8 a.m. – 5 p.m. local time is defined as follows: In North America: 8 a.m. – 5 p.m. Mountain Standard Time (MST). In Latin America: 8 a.m. – 5 p.m. Local Standard Time in the country where the product is deployed. In Europe, Middle East and Africa: 9 a.m. – 6 p.m. GMT +1 In Asia Pacific: 8 a.m. – 5 p.m. Local Standard Time in the country where the product is deployed. In Japan: 5 p.m. – 2 a.m. UTC/GMT
Repair and Return
Contact SonicWall Customer Support Center if you think you have a hardware problem. The support specialist will log your case and determine with you whether a replacement unit is required. If so, you will be provided with a Returned Material Authorization (RMA) number for your reference. SonicWall will ship you a replacement unit via pre-paid, next business day airfreight to the address that you specify. Routine RMA orders are filled on the day that they are received if the RMA is processed before 12:00 p.m. PST (1:00 p.m. GMT in Europe). You may be asked to provide a credit card number or billing authorization to secure the return of the defective unit to SonicWall. In Europe, an RMA Purchase Order Fax form can be used instead of a credit card. In certain regions or countries, RMA Services are facilitated via certified SonicWall resellers or partners.
SonicWall will automatically transfer the registration information and subscription services to the replacement unit. The replacement unit will include instructions for returning the defective unit to SonicWall. Shipping is paid by SonicWall. Please make sure that the RMA number is included with your shipment and that you return the defective unit to SonicWall within 30 days. After 30 days you will be billed the retail price of the new unit.
Product Warranty
In addition to being extremely reliable, SonicWall products are recognized for being easy to install, configure and manage. SonicWall’s Limited Software Warranty enhances these features with:
Limited Software Warranty for All Non-E-Class Products
Software/Firmware Updates 90 days of software and firmware updates.
Support Tools Access to SonicWall’s electronic support tools.
Note: SonicWall E-Class appliances are not eligible for Limited Software Warranty
Support Services Reinstatement
SonicWall requires continuous coverage for support agreements. Appliances with an expired warranty or support agreement are considered to be “out of support compliance.” Support Services Reinstatement provides the opportunity to bring these appliances back into compliance and up to date. Generally, new agreements are retroactively activated to the expiration date of the most recent support agreement.
Customers with appliances that have an expired support agreement who purchase SonicWall Support Services Reinstatement and a new one-, two- or three-year support agreement receive a full 12/24/36 months of support from date of activation. Also included in SonicWall Support Services Reinstatement is a single firmware update, allowing you access to the most current firmware features.
| SOFTWARE AND FIRMWARE UPDATES |
ONE-TIME UPDATE TO THE LATEST FIRMWARE VERSION |
| Telephone/Email/web-based Support |
No |
| Hardware Replacement |
No |
| Enhanced Escalation |
No |
SR Severity Levels & Response Times
When a service request is created by the SonicWall Technical Assistance Center (TAC), a priority is assigned to the service request based on the problem type. Priorities and corresponding response targets are defined as follows:
| SEVERITY |
DEFINITION |
TARGET RESPONSE TIME |
| SEV-1 |
Customer’s production system is severely impacted or completely down. System operations of a mission critical applications are down. Requires support access to available customer resources on site 24x7 until resolution or a suitable workaround to restore function is implemented . |
1 hour |
| SEV-2 |
The production system is functioning with limited capabilities. The production system is unstable, with periodic interruptions . |
4 hours |
| SEV-3 |
Isolated errors in a production, test bed or development environment, with full system operation. Issues related to configuration, performance or suspected defects that cannot wait. Also, clarification of documentation. Product/ Feature Enhancement requests |
1 business day |
