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SonicWall Support Services

SonicWall Global Support Services are designed not only to keep your security infrastructure current, but also to react swiftly to any problem that may occur. However, that’s not enough to keep your network safe these days, so our support services also include crucial updates and upgrades, the finest technical support, access to extensive electronic tools and timely hardware replacement.

All support services are provided and subject to the Support Services General Terms and Conditions and the applicable SonicWall Product End User Agreement.

SonicWall Product Lifecycle's can be found here!


Overview:

1. Gold Support

Exclusive to NSa 5600, NSa 6600 and SuperMassive 9000 Series Next-Generation Firewalls, Gold Support provides the advanced support features enterprise organizations need to keep their networks running reliably and securely. With Gold Support, customers have around-the-clock access to seasoned support engineers at a SonicWall Enterprise TAC plus the latest firmware features and Advance Exchange hardware replacement, all of which combine to protect and maximize their SonicWall investment

  • Direct Access - 24x7x365 access to a team of seasoned support engineers located at a SonicWall Enterprise TAC
  • Around-the-clock Support - 24x7x365 telephone, email and Web-based technical support
  • Software/Firmware Updates - for all software and firmware updates and upgrades
  • Hardware Replacement - Advance Exchange for replacement of defective hardware
  • Support Tools - for access to SonicWall's electronic support tools

2. E-Class Support

SonicWall E-Class Support 24x7 is designed for customers with SonicWall E-Class solutions. Available 24x7, E-Class Support delivers the enterprise-class support features and quality of service that enterprise companies require to keep their networks running smoothly and efficiently. As an around-the-clock support service, E-Class Support includes:

  • Direct Access - 24x7x365 access to a team of highly-trained senior support engineers located at a SonicWall Enterprise TAC
  • Telephone/Email/Web-based Support - 24x7x365 telephone, email and Web-based technical support
  • Software/Firmware Updates - for all software and firmware updates and upgrades
  • Hardware Replacement - Advance Exchange for replacement of defective hardware
  • Support Tools - for access to SonicWall's electronic support tools

3. Silver Support

More than a traditional break-fix service, SonicWall Silver Support is a multi-layered security offering that provides you with access to critical firmware updates and upgrades plus expert technical assistance and hardware replacement to keep your SonicWall solution performing optimally.

Available in one-, two- and three-year agreements, SonicWall Silver Support services include:

  • Chat/Email/Web/Telephone Support - for technical assistance
  • Software/Firmware Updates - for all software and firmware updates and upgrades
  • Hardware Replacement - Advance Exchange for replacement of defective hardware
  • Support Tools - for access to SonicWall's electronic support tools

4. Dynamic Support - Visit our 24x7 Dynamic Support Page | Standard Support (8x5)Page

SonicWall Dynamic Support is designed for customers who need continued protection through ongoing firmware updates and advanced technical support. Dynamic Support is available during normal business hours 8x5 or year round 24x7, depending on your needs.

Available in one-, two- and three-year agreements, SonicWall Dynamic Support services include:

  • Chat/ Email/Web/Telephone Support - for technical assistance
  • Software/Firmware Updates - for all software and firmware updates and upgrades
  • Hardware Replacement - Advance Exchange for replacement of defective hardware
  • Support Tools - for access to SonicWall's electronic support tools

Silver Support 24x7 and Dynamic Support 24x7 provide for direct technical assistance 24 hours a day 365 days a year, while Silver 8x5 Support and Standard Support (8x5) provide for direct technical assistance during local business hours 8:00am – 5:00pm Monday through Friday, excluding holidays. Chat support is available 6:00am – 6:00pm Pacific Time Monday through Friday for firewall customers in N. America.

8:00 am - 5:00 pm local time is defined as follows:

  • In North America: 8:00 am - 5:00 pm local time in the region where the product is registered
  • In Latin America: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1 in the country where the product is registered
  • In Asia Pacific: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Japan: 5:00 pm - 2:00 am UTC/GMT

NOTE: All SonicWall hardware appliance products (other than E-Class products) purchased and registered prior to April 1, 2012 come with 90 days of Standard Support (8x5) at no additional charge.

5. SonicWall Comprehensive Global Management System (GMS) Support

For customers using SonicWall Global Management System (GMS) to manage their distributed networks, there’s SonicWall Comprehensive GMS. This umbrella support service delivers all the benefits of a Dynamic Support 24x7 support contract for every eligible SonicWall appliance managed through a SonicWall GMS deployment. Not only that, Comprehensive GMS provides support and software updates for the GMS application itself. And, because you’re purchasing a single co-terminus contract, there’s only one expiration date for everything, simplifying management and administration while also removing the likelihood of lapsed support coverage.

Please note: SonicWall E-Class, Email Security and Third Generation solutions are NOT eligible for support coverage under a Comprehensive GMS support contract.

6. Available Technical Resources

Regardless of your support contract, SonicWall provides a wealth of online technical information. It’s a good idea to review this information prior to requesting support as you may find your issue easily resolved.

Documentation
All of SonicWall’s product documentation is freely available online in Adobe Acrobat format athttp://www.sonicwall.com/us/support/2354.html.

Knowledge Portal
SonicWall’s state-of-the-art Knowledge Base system is a simple-to-use system that gets you answers to installation, configuration and troubleshooting questions. The Knowledge Base is updated daily with the most current information about our network security, secure remote access, content security, backup and recovery, and policy and management solutions.

The Forum 
Our online, moderated Forum is a great place to get technical assistance, ideas and suggestions from the SonicWall user community. You’ll find The Forum at https://forum.sonicwall.com/. Use your MySonicWall.com account to log onto the Forum and post questions—and answers—to other SonicWall users, customers and employees.

Software and Firmware Updates 
Software and firmware downloads are available on the Download Center at MySonicWall.com. You will be presented with the list of updates you are entitled to when you select the "Type." Updates are limited to customers with valid service contracts.

7. Professional Services

SonicWall also provides a range of professional services to meet your needs, from our Remote Start-Up and Configuration Service to our traditional statement of work-based services. Please contact SonicGuard.com today for further information.