Getting internet technical support, Getting telephone support – WatchGuard Technologies FireboxTM System 4.6 User Manual
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Getting Internet technical support
12
Known issues
Another source of information about the WatchGuard Firebox System is the Known
Issues page on the Technical Support Web. When our engineering or Technical
Support team discovers a limitation or problem with our product, we immediately
post the information on the Known Issues page. We provide a description of the issue
as well as workarounds and, where appropriate, the software version where a
permanent fix will be implemented. To access the Known Issues page:
2
Log in.
3
Click the Technical Support link on the left.
The Customer Support page appears.
4
Click the LSS/SOHO Known Issues link on the left.
The Known Issues page opens.
Getting Internet technical support
Our Technical Support team developed a Web page to assist with framing and
submitting a technical support issue. The information you provide allows us to route
the question to the appropriate support technician. It also enables us to link the
question with information you report about your network as well as our database of
all the support issues you have brought to our attention.
To access Internet technical support, you must have your LiveSecurity License key.
To access Technical Support and its Web interface, from the Control Center:
1
Click the
LiveSecurity Control Center
button (shown at right).
2
Select
On the Web
. Select
Product Support
.
3
Log in.
4
Click
Create New Incident
.
5
Complete the Support Incident form. Click
Submit
.
Your issue is entered in the WatchGuard Technical Support database and routed to the
appropriate support technician.
Getting telephone support
If you have a problem, please contact us via the Web to submit a profile of your case.
Follow up with a phone call only if the need is too time-critical to wait for a Web
response.
The WatchGuard Technical Support team recognizes that no one likes to be put on
hold. We make it our policy to answer every call. If we cannot answer your question
immediately, we request your telephone number and call you back as soon as we
have an answer.