Support & Maintenance Services
WatchGuard Support Programs and Services
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Standard | Plus* | Gold** | Platinum** |
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| Technical Support | ||||
| 12x5 Support (6am - 6pm in your local time zone) |  |
- | - | - |
| 24x7 Support | - | |
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| Single Incident After-Hours Upgrade | Fee-based | n/a | n/a | n/a |
| Number of support incidents per annual subscription | 5 | 5 | Unlimited | Unlimited |
| Three-incident Support Package | Purchased separately | Purchased separately | |
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| Web-Based Support | |
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| Phone-Based Support | |
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| Technical Account Manager | - | - | - | |
| Quarterly Account Review | - | - | - | |
| Remote Installation Services | Fee-based | Fee-based | Fee-based | Fee-based |
| Software Support | ||||
| Software Updates and Patches | |
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| New Feature Releases | |
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| LiveSecurity Broadcast Updates and Alerts | |
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| Hardware Warranty | ||||
| Advanced Hardware Replacement | |
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| Spare and Replacement Parts | Purchased Separately | Purchased Separately | Purchased Separately | Purchased Separately |
| LiveSecurity Customer Portal | ||||
| Product Documentation and Guides | |
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| Technical Training Materials | |
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| My Products Management Center | |
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| Moderated Customer Forum | |
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| LiveSecurity Renewals | ||||
| One, two and three (1, 2 and 3) Year Renewals | |
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| Five (5) Year Maximum Length | |
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* LiveSecurity Plus is included by default on XTM 5 and 8 Series Security Bundles, Firebox X Core and Peak e-Series UTM Bundles, and XCS model 570 and higher.
** LiveSecurity Gold and LiveSecurity Platinum are available for all e-Series, XTM, SSL, and XCS models, with the exception of XTM 2 Series. Only LiveSecurity Platinum is available for XTM 2 Series solutions. LiveSecurity Platinum is an account-wide support upgrade that provides an assigned TAM. Each appliance on the account must continue to maintain an active LiveSecurity subscription at one of the other levels.
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About WatchGuard
Affordable, easy-to-manage network security is our game. Learn about our Extensible Threat Management (XTM) solutions and discover how WatchGuard SSL makes secure remote access easy and affordable. The enterprise-ready WatchGuard XTM 1050 and 8 Series extensible threat management appliances represent the next generation of WatchGuard threat management solutions while our new Extensible Content Security (XCS) appliances offer best-in-class email security and web security combined with data loss prevention for complete content protection. WatchGuard delivers powerful security and performance without the powerful price tag. Learn more about us.
