Support Programs

WatchGuard offers a variety of support programs and services for your WatchGuard products. In addition to the WatchGuard programs listed here, some of our WatchGuard Certified Partners (predominately in Europe, Australia, and Asia) offer localized technical support contracts as well. Please check with your local reseller if you are interested in contracting localized technical support.

LiveSecurity® Service Gold Technical Support Program

This premium program is designed to meet the aggressive support needs of companies that are heavily dependent upon the internet for web-based commerce or VPN tunnels.

LiveSecurity® Technical Support Program

LiveSecurity® Technical Support is included with every new WatchGuard appliance. This support program is designed to assist you in maintaining your enterprise security system involving WatchGuard appliances.

Customer Care

WatchGuard's Customer Care Department is available to assist you with a variety of account administration issues.

Partner Options

Partner Options are available to all WatchGuard Secure Partners. This support program offers extended hours of support coverage and aggressive service levels.

MSS Partner Technical Support Program

MSS Partner Technical Support is available to all WatchGuard Authorized MSS Partners.

WatchGuard Return Merchandise Agreement (RMA) Information

WatchGuard offers RMA's to customers whose product is covered under a valid Hardware Warranty and current LiveSecurity subscription.

Firebox® Firewall Installation Services

WatchGuard Remote Firewall Installation Services are designed to provide you with comprehensive assistance for basic appliance installation. For $599 USD, you may schedule a dedicated two hour time slot with one of our WatchGuard technicians to help you review your network and security policy, install the LiveSecurity software and Firewall hardware, and build a configuration in accordance with your security policy. VPN setup is not included as part of this service.

VPN Installation Services

WatchGuard Remote VPN Installation Services are designed to provide you with comprehensive assistance for basic VPN installation. For $599 USD, you may schedule a dedicated two-hour time slot with one of our WatchGuard technicians to review your VPN policy and help you configure and test your VPN configuration. This service assumes you have already installed and configured your Fireboxes properly.

WatchGuard Out of Warranty Component Replacement Program

Hardware associated with WatchGuard products typically comes with a one year limited warranty, starting on the day of purchase. For customers needing component coverage beyond this one year limited warranty, WatchGuard provides you with a component replacement option.

Disclaimer
TECHNICAL SUPPORT PROGRAMS SHALL NOT BE AVAILABLE FOR PRODUCTS DETERMINED TO BE ALTERED, REPAIRED, MODIFIED, LOST, STOLEN, OR DAMAGED BY ACCIDENT, MISUSE, OR UNAUTHORIZED MODIFICATION OR INSTALLATION.