Support Guidelines & Policies
SonicWALL provides telephone, email and Web-based support, unlimited software/firmware updates and upgrades, and hardware replacement (RMA) for units with an active support agreement or covered under the warranty support period. See the Warranty Support tables below for information on the length of warranty support on SonicWALL products. In addition, SonicWALL products include one (1) year1 of hardware warranty or the hardware duration provided under local law. Hardware warranty is separate from warranty support and is specific to the replacement of defective hardware. It does not include telephone, email or Web-based support or software/firmware updates and upgrades.
Warranty & Support Agreements
SonicWALL's warranty and support agreements provide technical assistance during standard coverage hours, typically 8x5 or 24x7. A SonicWALL technical specialist will work remotely with you to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use and implementation on a limited basis. SonicWALL's warranty and support offerings do not include step-by-step installation or configuration of products or services. If you need installation or configuration assistance, SonicWALL will refer you to a certified value-added reseller or offer you one of our Professional Services.
Warranty and support agreements provide for replacement of failing hardware returned to SonicWALL's factory. The replacement product may be new, or like-new. In the event of product obsolescence, SonicWALL reserves the right to replace failing product with a product of like or better features and functionality.
Repair and Return
Contact SonicWALL’s Customer Support Center if you think you have a hardware problem. The support specialist will log your case and determine with you whether a replacement unit is required. If so, you will be provided with a Returned Material Authorization (RMA) number for your reference. SonicWALL will ship you a replacement unit via pre-paid, next business day airfreight to the address that you specify. Routine RMA orders are filled on the day that they are received if the RMA is processed before 12:00 PM PST (3:00 PM GMT in Europe). You will be asked to provide a credit card number or billing authorization to secure the return of the defective unit to SonicWALL. In Europe, an RMA Purchase Order Fax form can be used instead of a credit card.
SonicWALL will automatically transfer the registration information and subscription services to the replacement unit. The replacement unit will include instructions for returning the defective unit to SonicWALL. Shipping is paid by SonicWALL. Please make sure that the RMA number is included with your shipment and that you return the defective unit to SonicWALL within 30 days. After 30 days you will be billed the retail price of the new unit.
In addition to being extremely reliable, SonicWALL products are recognized for being easy to install, configure and manage. SonicWALL’s Limited Software Warranty enhances these features with:
|Limited Software Warranty for All Non-E-Class Products|
|Software/Firmware Updates||90 days of software and firmware updates.|
|Support Tools||Access to SonicWALL's electronic support tools.|
Note: SonicWALL E-Class appliances do not include Limited Software Warranty
Support Services Reinstatement
SonicWALL requires continuous coverage for support agreements. Appliances with an expired warranty or support agreement are considered to be “out of support compliance.” Support Services Reinstatement provides the opportunity to bring these appliances back into compliance and up to date. Generally, new agreements are retroactively activated to the expiration date of the most recent warranty or support agreement.
Customers with appliances that have an expired warranty or support agreement who purchase SonicWALL Support Services Reinstatement and a new one-, two- or three-year support agreement receive a full 12/24/36 months of support from date of activation. Also included in SonicWALL Support Services Reinstatement is a single firmware update, allowing you access to the most current firmware features.
|Support Services Reinstatement|
|Software and Firmware Updates||One-time update to the latest firmware version|
SonicWALL will provide telephone, email and Web-based support for active security services regardless of the appliance upon which the subscription is activated. Support for security services requires an active support contract for the appliance on which the service is running. Support is limited to the subscription and does not include issues related to the operation of the appliance, firmware or software updates/upgrades or hardware replacement.
Similar to subscription services which require an active support contract on the appliance for technical support and updates/upgrades, SonicWALL ViewPoint requires a valid Dynamic 8x5/24x7 or E-Class Support 24x7 contract in order to receive technical support and updates/upgrades.
Support and updates/upgrades for SonicWALL Global Management System (GMS) require a valid GMS support agreement, regardless of the appliance(s) that GMS is used to manage.
- Generation 1, 2 and 3 SonicWALL appliances are not eligible to be registered.
- 8:00 am - 5:00 pm local time is defined as follows: In North America: 8:00 am - 5:00 pm Mountain Standard Time (MST). In Latin America: 8:00 am - 5:00 pm Local Standard Time in the country where the product is deployed. In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1 In Asia Pacific: 8:00 am - 5:00 pm Local Standard Time in the country where the product is deployed. In Japan: 5:00 pm - 2:00 am UTC/GMT Note: Warranty support and hardware warranty begin on the date of product registration. Telephone fees may apply for phone assistance. Telephone numbers and hours of operation vary by geographic region and are subject to change.