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 Out of Warranty Component Replacement
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LiveSecurity Technical Support ProgramTechnical support is available for all WatchGuard LiveSecurity customers as part of our LiveSecurity subscription program. Annual LiveSecurity subscriptions can be purchased from your reseller or our online store. Scope of SupportThe LiveSecurity Technical Support Program is designed to remotely assist you with specific issues regarding the installation and ongoing maintenance of your WatchGuard appliance. All WatchGuard appliances1 come with a minimum of 90 days LiveSecurity Service. Annual subscription renewals entitle you to submit up to five support incidents per subscription year on the web or the phone. Reported issues that are the result of software or hardware defects are not counted against your five incident limit. Active subscribers who need additional assistance from technical support may opt to upgrade to LiveSecurity Gold, which includes an unlimited incident count while the subscription is active. Technical Support can help address specific technical issues during an installation, but is not intended to walk you through the entire installation process. If you need comprehensive installation assistance, you may opt for onsite installation services from your local authorized WatchGuard reseller. Remote Firebox or VPN installation services are also available directly from WatchGuard for customers in the United States and Canada. WatchGuard will provide technical support for the current software release of each WatchGuard product family. We also provide technical support for the software release immediately preceding the current version of software. Bug fixes are provided for the current release of software only. WatchGuard will provide signature updates for a software release for twelve months after the release of a newer version of software. 1 Currently supported products purchased from an authorized WatchGuard Reseller. Firebox X LiveSecurity Reinstatement LicenseAllowing your LiveSecurity to expire could cost you more than potential security gaps. If your LiveSecurity Subscription is expired for more than 30 days, you have two ways to renew. If you purchase a 1-year LiveSecurity Renewal you will be required to first activate a LiveSecurity Reinstatement license. Alternatively, you can waive the LiveSecurity Reinstatement fee by purchasing and activating a multi year LiveSecurity Service renewal, a Software Suite, or a LiveSecurity Gold Upgrade. Support HoursYour LiveSecurity support hours are built around your core business hours. We staff LiveSecurity technical support technicians continuously from 7:00PM Sunday until 7:00PM Friday PDT/PST (GMT-8/GMT-7) so we can provide you with support coverage from 6:00AM to 6:00PM Monday through Friday, based upon your local time. Regardless of where your offices are located throughout the world, LiveSecurity Technical Support is available during your business day. We are only closed during the following national holidays:
Contacting SupportAs a LiveSecurity Service Gold customer, you can contact WatchGuard Customer Support via the web or telephone. Single Incident Priority Response UpgradeAs a LiveSecurity subscriber, you can purchase a "Single Incident Priority Response Upgrade" for $195. All Single Incident Priority Response Upgrades are responded to within one business hour. Please note: Single Incident Priority Response Upgrades guarantee a response time, not a resolution time. Case resolution time will vary depending on the issue. All Single Incident Priority Response Upgrades must be paid for in advance with a credit card and are only available during your localized LiveSecurity support hours (6:00AM to 6:00PM, Monday through Friday, excluding holidays). If you are a LiveSecurity customer wishing to purchase a Single Incident Priority Response Upgrade, please call +1.877.947.3453. Single Incident After Hours UpgradeAs a LiveSecurity customer, you may purchase a "Single Incident After Hours Upgrade." Single Incident After Hours Upgrades are available during all hours outside of your localized LiveSecurity support hours (6:00AM to 6:00PM, Monday through Friday, excluding holidays) providing you with 24/7 coverage if needed. An hourly charge of $150 is applied to all "Single Incident After Hours Upgrades" with a one hour minimum. If you wish to purchase a Single Incident After Hours Upgrade, please call +1.877.947.3453 (toll free in the US and Canada). Online Technical Support ToolsIn addition to the providing you with direct personal support, your LiveSecurity subscription also entitles you to access a variety of online tools which are specifically designed to answer many of the more common questions you may have regarding the technical aspects of installing, configuration, and maintaining your WatchGuard products. These online resources include:
EscalationIf at any time you wish to comment on the handling of a particular case or on WatchGuard LiveSecurity Technical Support in general, please feel free to directly contact the appropriate team manager:
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