SonicWALL Internet Security Appliances - Manual (Page 258)

Appendices Page 259
Warranty Support - North America
Included with all SonicWALL products, SonicWALL warranty support includes return-to-factory
hardware replacement for one year. Warranty Support also includes technical support and
software/firmware updates for 90 days. Coverage is provided during normal business hours.
Coverage Hours
Support is provided during standard business hours, 24 hours per day local time, seven days per
week, including locally-recognized SonicWALL holidays.
Telephone and Web-based Support
SonicWALL provides technical assistance during standard coverage hours by telephone or through
Web-based support tools for 90 days after the date of purchase. A SonicWALL technical specialist
works with you to remotely diagnose and identify firmware and hardware not performing to
documented specifications. Web-based support includes interactive communication with a
SonicWALL technical specialist. SonicWALL also provides general assistance regarding usage and
documentation on a limited basis.
Hardware Service
Warranty Support includes the repair or replacement of failing hardware returned to the SonicWALL
factory for a period of year following the date of purchase.
Upon diagnosis of a hardware failure, a SonicWALL technical specialist issues an RMA number and
provides instructions for returning the hardware to SonicWALL. SonicWALL ships a replacement
appliance to you based upon the RMA information. Upon receipt of the failed appliance, SonicWALL
ships a fully functional replacement appliance to you. The replacement appliance is equivalent to a
new appliance.
SonicWALL does not accept failed appliances without a valid RMA number.
Software/Firmware Support
SonicWALL logs, tracks, prioritizes, and resolves software, firmware and/or documentation bug
reports and enhancement requests for software support for a period of 90 days after the date of
purchase.
Software/Firmware Updates
All software and firmware maintenance releases and updates are included for 90 days after the
date of purchase. SonicWALL notifies administrators via electronic mail of new updates. The
updates are delivered exclusively via the Web.
Support Tools
Warranty Support provides access to SonicWALL’s Web-based support tools, including FAQs,
documentation, and Knowledge Base systems.
Availability
This warranty is available only in the United States and Canada.