SonicWALL Internet Security Appliances - Manual (Page 261)

Page 262 SonicWALL Internet Security Appliance Administrator’s Guide
SonicWALL Support 8X5
Available for all products, SonicWALL Support 8X5 includes software/firmware technical support
and factory hardware replacement. Coverage is provided during standard business hours.
Coverage Hours
Support is provided during standard business hours, 8:00 a.m. - 5:00 p.m. local time, Monday
through Friday, excluding 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 8X5 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. 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 under this agreement.
SonicWALL Support 8X5 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 8X5 provides access to SonicWALL’s Web-based support tools, including FAQs,
documentation, and Knowledge Base systems.
Availability
SonicWALL Support 8X5 is an annual service available for sale at the time of product purchase or
anytime before warranty expiration.