SonicWALL Internet Security Appliances - Manual (Page 260)

Appendices Page 261
SonicWALL Support 24X7
Available for all SonicWALL products, SonicWALL Support 24X7 includes software/firmware
technical support, and factory replacement of defective hardware. Coverage is provided 24 hours a
day, seven days a week.
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. 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
SonicWALL Support 24X7 includes the repair or replacement of failing hardware returned to the
SonicWALL factory.
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. You are responsible for returning the failed
appliance to SonicWALL with 30 days or be charged for the full replacement cost.
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 under this agreement.
SonicWALL Support 24X7 includes priority escalation based on problem severity.
Support for software, firmware, and documentation is limited to the most current version and the
immediate prior revision.
Software/Firmware Updates
All software and firmware maintenance releases and updates are included with this agreement.
SonicWALL notifies administrators via electronic mail of new updates. The updates are delivered
exclusively via the Web.
Support Tools
SonicWALL Support 24X7 provides access to SonicWALL’s Web-based support tools, including
FAQs, documentation, and Knowledge Base systems.
Availability
SonicWALL Support 24X7 is an annual service available for sale at the time of product purchase or
anytime before warranty expiration.