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Page 258 SonicWALL Internet Security Appliance Administrator’s Guide
SonicWALL Support 24X7
For customers with mission-critical network requirements who cannot afford downtime, SonicWALL
Support 24X7 is an annual subscription service that offers
• Advanced-exchanged replacement of defective hardware
• Telephone or electronic support, 24 hours, seven days a week
• Enhanced escalation for high priority problems
• Access to SonicWALL’s electronic support and Knowledge Base systems
All of SonicWALL Support Services offer a variety of support services to meet your unique needs
including fast, responsive service, instant access to electronic support tools, and high quality
technical support.
SonicWALL Support Services Features and Benefits
Telephone or Web-based Technical Support. SonicWALL’s technical support experts help solve your
problems or answer your questions quickly, reducing your risk of Internet attack.
Knowledge Base. Instant access to solutions and documentation provides answers to questions
and solves problems electronically.
Firmware/Software Upgrades. Automatic firmware and software upgrades give instant access to
new features and capabilities, allowing you to extend your Internet security investment.
Annual Support Agreement. Low, fixed prices for support services allow you to budget accurately and
protect you from unexpected technical support expenses.
SonicWALL
Warranty
SonicWALL
Support 8X5
Super SonicWALL
Support
Telephone/Web-based
technical support
90 days
8:00 a.m. - 5:00 p.m.,
local time, Monday -
Friday
1-year
8:00 a.m. - 5:00 p.m.,
local time, Monday -
Friday
1-year
24 hours by 7 days a
week
Hardware Replacement 1 year, return to
factory
1 year, return to
factory
1 year, advanced
exchange
Software/Firmware
Updates
90 days 1-year 1-year
Enhanced Escalation Yes