WatchGuard Technologies FireboxTM System 4.6 - Manual (Page 23)

User Guide 13
Training
When you call WatchGuard Technical Support, you are prompted for your
LiveSecurity License key. We use this key to track the information you report about
your network, and to add this issue to our database of all the support issues you have
brought to our attention.
After you enter your LiveSecurity License key, you are automatically routed to a
support technician familiar with your WatchGuard product. If no one is available,
our call manager will speak with you, logging your call and a description of your
issue to ensure the fastest possible response. The call manager may be aware of new
documentation or FAQs that can aid you immediately.
Before calling Technical Support, you should:
Often, the Technical Support team requires access to your Firebox to assist with
troubleshooting the problem. Please have this service configured to allow for remote
WatchGuard troubleshooting prior to calling Technical Support. To open your
Firebox for remote access by WatchGuard Technical Support, edit the Incoming
service properties for the WatchGuard service icon to allow:
• From: network address 208.146.43.0/24
• To: Any
WatchGuard Technical Support numbers are:
(877) 232-3531 (U.S. end-user support)
(206) 521-8375 (U.S. authorized reseller support)
(360) 482-1083 (International support)
Training
WatchGuard is committed to providing you with accessible and comprehensive
training covering our entire product line. Although WatchGuard products are
designed for ease of use, understanding how to correctly install, configure, manage,
and troubleshoot these products is an important component of effective Internet
security.
WatchGuard Interactive Training System (WITS)
WatchGuard Training offers the WatchGuard Interactive Training System (WITS), a
freely available online training system. WITS is designed to guide students through
all components of the Firebox System. Courseware features Basic and Advanced
curriculums, and is divided into training modules and units for self-paced
instruction. WITS is available to all current LiveSecurity subscribers. To access WITS,
log in to your LiveSecurity account and click the link to Training.
• Check online for an FAQ.
• Document your question.
• Be prepared with your LiveSecurity key.
• Have completed the Network Configuration Worksheet.