SonicWall Dynamic Support 24x7 Licenses, Subscriptions & Renewals
Customer Support Services
SonicWall requires continuous coverage for Support Agreements:
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.