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Support Dell SonicWALL Support Services Offerings

Dell SonicWALL Global Support Services keep your security infrastructure current and help you to react swiftly to any problem that may occur. Support Services include crucial updates and upgrades, the finest technical support, access to extensive electronic tools and timely hardware replacement.

Choose the level of Support Services you need.

Before choosing your Dell SonicWALL Support Service, please read the Support Services General Terms and Conditions and the applicable Dell SonicWALL Product End User Agreement .


1. Gold Support

Exclusive to NSA 5600, NSA 6600 and SuperMassive 9000 Series next-generation firewalls, Gold Support provides the advanced support enterprises need to keep their networks running reliably and securely. Gold Support includes:

  • Direct access. 24x7x365 access to a team of seasoned support engineers located at a Dell SonicWALL Enterprise TAC
  • Around-the-clock support. 24x7x365 telephone, email and web-based technical support
  • Software/firmware updates. For all software and firmware updates and upgrades
  • Hardware replacement. Advanced exchange for replacement of defective hardware
  • Support tools. Access to Dell SonicWALL's electronic support tools

2. E-Class Support

Dell SonicWALL E-Class Support 24x7 is designed for customers with Dell SonicWALL E-Class solutions. Available 24x7, E-Class Support delivers the enterprise-class support features and quality of service that enterprise companies require to keep their networks running smoothly and efficiently. E-Class Support includes:

  • Direct access. 24x7x365 access to a team of highly-trained, senior support engineers located at a Dell SonicWALL Enterprise TAC
  • Telephone/email/web-based support. 24x7x365 telephone, email and web-based technical support
  • Software/firmware updates. For all software and firmware updates and upgrades
  • Hardware replacement. Advanced exchange for replacement of defective hardware
  • Support tools. Access to Dell SonicWALL's electronic support tools

3. Silver Support

More than a traditional, break-fix service, Dell SonicWALL Silver Support is a multi-layered security offering that provides you with access to critical firmware updates and upgrades, plus expert technical assistance and hardware replacement to keep your Dell SonicWALL solution performing optimally.

Available in one-, two- and three-year agreements, Dell SonicWALL Silver Support services include:

  • Email/web/telephone support. For technical assistance
  • Software/firmware updates. For all software and firmware updates and upgrades
  • Hardware replacement. Advanced exchange for replacement of defective hardware
  • Support tools. For access to Dell SonicWALL's electronic support tools

Silver Support 24x7 provides technical assistance 24/365, while Silver Support 8x5 provides technical assistance during local business hours 8:00 am – 5:00 pm Monday through Friday, excluding holidays.

8:00 am - 5:00 pm local time is defined as follows:

  • In North America: 8:00 am - 5:00 pm local time in the region where the product is registered
  • In Latin America: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1 in the country where the product is registered
  • In Asia Pacific: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Japan: 5:00 pm - 2:00 am UTC/GMT

4. Dynamic Support

Dell SonicWALL Dynamic Support is designed for customers who need continued protection through ongoing firmware updates and advanced technical support. Dynamic Support is available during normal business hours 8x5 or year-round 24x7, depending on your needs.

Available in one-, two- and three-year agreements, Dell SonicWALL Dynamic Support services include:

  • Email/web/telephone support. For technical assistance
  • Software/firmware updates. For all software and firmware updates and upgrades
  • Hardware replacement. Advanced exchange for replacement of defective hardware
  • Support tools. Access to Dell SonicWALL's electronic support tools

Dynamic Support 24x7 provides technical assistance 24/365, while Dynamic Support 8x5 provides technical assistance during local business hours, 8:00 am – 5:00 pm Monday through Friday, excluding holidays.

8:00 am - 5:00 pm local time is defined as follows:

  • In North America: 8:00 am - 5:00 pm local time in the region where the product is registered
  • In Latin America: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1 in the country where the product is registered
  • In Asia Pacific: 8:00 am - 5:00 pm local time in the country where the product is registered
  • In Japan: 5:00 pm - 2:00 am UTC/GMT

NOTE: All Dell SonicWALL hardware appliance products (other than E-Class products) purchased and registered prior to April 1, 2012, come with 90 days of Dynamic Support 8x5 at no additional charge.


5. Dell SonicWALL Comprehensive Global Management System (GMS) Support

For customers using Dell SonicWALL Global Management System (GMS) to manage their distributed networks, Dell SonicWALL Comprehensive GMS Support Service delivers all the benefits of a Dynamic Support 24x7 contract for every eligible Dell SonicWALL appliance managed through a Dell SonicWALL GMS deployment. Comprehensive GMS also provides support and software updates for the GMS application. And, because you’re purchasing a single co-terminus contract, there’s only one expiration date for everything, simplifying management and administration while also removing the likelihood of lapsed support coverage.

Please note: Dell SonicWALL E-Class, Email Security and Third Generation solutions are NOT eligible for support coverage under a Comprehensive GMS support contract.


6. 4-hr RMA for the SuperMassive 9000 Series

A support service for mission-critical network environments, 4-hr RMA provides peace of mind through expedited delivery of a replacement SuperMassive 9000 Series appliance. In the event of hardware failure, a replacement appliance will be delivered onsite to a location you designate within four hours of approval by Dell SonicWALL Support.

Please note: 4-hr RMA is available in the US only. Prerequisites for this service include an active Dell SonicWALL Gold Support contract on the failed SuperMassive 9000 Series appliance and the appliance must be located within the supported US coverage area as determined by Dell. Refer to the Dell SonicWALL Support Services Terms and Conditions for details.


7. Available Technical Resources

Regardless of your support contract, Dell SonicWALL provides a wealth of online technical information. It’s a good idea to review this information prior to requesting support as you may find fast resolution to your issue.

  • Documentation
    All of Dell SonicWALL’s product documentation is available online in Adobe Acrobat format at http://www.sonicwall.com/us/support/2354.html.
  • Knowledge Portal
    Dell SonicWALL’s state-of-the-art Knowledge Base system is a simple-to-use system that provides answers to installation, configuration and troubleshooting questions. The Knowledge Base is updated daily with the most current information about our network security, secure remote access, content security, backup and recovery, and policy and management solutions.
  • The Forum
    Our online, moderated Forum is a great place to get technical assistance, ideas and suggestions from the Dell SonicWALL user community. You’ll find The Forum at https://forum.sonicwall.com/. Use your MySonicWALL.com account to log onto the Forum and post questions and answers to other Dell SonicWALL users, customers and employees.
  • Software and Firmware Updates
    Software and firmware downloads are available on the Download Center at MySonicWALL.com. You will be presented with the list of updates you are entitled to when you select the "Type." Updates are limited to customers with valid service contracts.

8. Professional Services

Dell SonicWALL also provides a range of professional services to meet your needs, from our Remote Start-Up and Configuration Service to our traditional statement of work-based services. Please contact your local Dell SonicWALL Reseller for further information.


DELL SONICWALL SUPPORT SERVICES GENERAL TERMS AND CONDITIONS

THE FOLLOWING ARE THE TERMS AND CONDITIONS UNDER WHICH DELL SONICWALL, INC. (“DELL SONICWALL”) PROVIDES SUPPORT SERVICES TO YOU (THE CUSTOMER WHO PURCHASED/RECEIVES THE SUPPORT SERVICES) FOR DELL SONICWALL PRODUCTS. BY PURCHASING AND/OR RECEIVING DELL SONICWALL SUPPORT SERVICES YOU ACCEPT THESE TERMS AND CONDITIONS.

1. Dell SonicWALL Product Registration and Active Support Contract Required

Products for which support is requested must be registered with Dell SonicWALL and covered by an active Dell SonicWALL support contract.  If your support contract is expired, please contact your reseller to reinstate support.  If you do not have an active support contract, you should contact your local Dell SonicWALL reseller for assistance in purchasing a new support contract.

2. Contacting Dell SonicWALL to Open a Support Case

Dell SonicWALL can be contacted to open a support case by any of the methods set forth on the Contact Support page, contacting your Dell SonicWALL reseller if the reseller is authorized for support fulfillment on Dell SonicWALL Products, or through your MySonicWALL.com account.

You will need the following information in order to create a support case:

  • The serial number of the appliance or software solution
  • Your first and last name
  • Your email address
  • Your telephone number
  • A description of the problem
  • The severity of the problem

3. Advance Exchange

Dell SonicWALL Hardware Product(s) that are covered under an active support contract are eligible for “Advance Exchange.”  When a support case is called in for a Hardware issue and the Dell SonicWALL representative determines a replacement part is necessary, an advance shipment of the applicable replacement part will be sent to the Customer in exchange for the defective part, before the defective part is returned (“Advance Exchange”).  Customer shall be responsible for returning defective parts in accordance with the RMA Policy described in Section 4 below.  If an acceptable return part is not received by Dell SonicWALL within thirty (30) calendar days of the Return Material Authorization (“RMA”) number being provided, plus reasonable shipping time, an invoice for the replacement part(s) will be mailed to Customer.  Customer agrees to pay any such invoice(s) Net 30 days date of invoice.  Dell SonicWALL will automatically transfer the registration information and any subscription services Product on the defective part to the replacement unit.  The replacement unit will include instructions for returning the defective part to Dell SonicWALL which Customer must comply with to avoid being billed for the replacement part.

4. RMA Policy

When the Dell SonicWALL representative determines you require a replacement part under a support contract, and you are required to return the defective part, you will be provided with an RMA number for your reference and which needs to be provided with the part being returned. Dell SonicWALL will pay the return shipping if the return is made in accordance with Dell SonicWALL’s return shipping instructions. The replacement unit will include instructions for returning the defective part to Dell SonicWALL which Customer must comply with to avoid being billed for the replacement part. Dell SonicWALL reserves the right to invoice Customer for returned parts that show evidence of having been subjected to misuse and Customer agrees to pay such invoices. Customer is responsible for permanently deleting any and all of its data on the returned parts prior to the parts being shipped back to Dell SonicWALL. Dell SonicWALL shall neither be liable nor responsible for any data Customer leaves on the returned parts.

4.1 Standard RMA

For most geographic locations, the replacement unit shipment will be sent next-business day airfreight depending upon when the order is processed. Next business-day shipping is not available for all locations – please check with your reseller or Dell SonicWALL for determining whether next-business day shipping is available for your location. Shipment of replacement parts for Advance Replacement is routinely filled on the day that they are received if the RMA is processed before 12:00 PM Pacific Time (3:00 PM GMT in Europe). If processed later, it will be sent out the next day. You may be asked to provide a credit card number or billing authorization to secure the return of the defective part to Dell SonicWALL. In Europe, an RMA Purchase Order Fax form can be used instead of a credit card.

4.2 4-Hour RMA for SuperMassive 9000 Series with Gold 24x7 Support

If you have purchased the 4-Hour Replacement upgrade for RMA and your Gold 24x7 Support contract is active on the defective appliance, the replacement appliance will be delivered onsite within four hours of when Dell SonicWALL approves the replacement and confirms the location of the failed appliance. The four hour service is measured from the time the RMA is approved by Dell SonicWALL to the time the appliance is delivered onsite to you. You must have an authorized representative available onsite to sign for the delivery. 4-Hour RMA support is only available in the US and is not available at all locations. See our website for specific locations where 4-Hour RMA support is available (coverage area).

At time of service activation, you are responsible for designating the location where the unit will be installed. If the unit is not in the designated location, 4-Hour does not apply. If you change the location of a unit under support, it is your responsibility to contact Dell SonicWALL to update your support entitlement records. The 4-Hour RMA service will be available 30 days after activation or relocation of the unit under support.

5. Use of Refurbished Material

Dell SonicWALL reserves the right to use, at its discretion, refurbished material in providing replacement parts under terms of the hardware-related services.  Such replacement parts shall function in an equivalent manner to, or better than, the original parts which they are intended replace.

6. Software and Firmware Updates and Version Maintenance

Customer shall be responsible for maintaining software and firmware versions on its Dell SonicWALL Product(s), via download from the Dell SonicWALL Support web site (http://www.MySonicWALL.com), to levels consistent with the minimum supported versions.  As standard policy, Dell SonicWALL’s support obligation extends only to the two most recent point releases of the then shipping software/firmware version, and the two most recent point releases of the major release immediately preceding such software/firmware version, inclusive of all drivers and firmware associated with these major/point release combinations.  Major releases are signified by the integer preceding the first delimiter in the software/firmware version string, while the point release is indicated by the integer immediately following the first delimiter in the software/firmware version string (e.g. for the software/firmware version designated 3.04.02, the major release is 3, and the point release is 4).  As an example, if the last, officially released, software/firmware version in the 2.0 branch – prior to moving to the 3.0 branch – was 2.12.06, and the currently shipping software/firmware version is 3.04.02, Dell SonicWALL’s support obligation would extend only to software/firmware versions 3.04.xx, 3.03.xx, 2.12.xx and 2.11.xx.  Failure to maintain Dell SonicWALL Product software and firmware to these supported levels without the express authorization of Dell SonicWALL will relieve Dell SonicWALL of any obligation to resolve Customer technical issues and provide support.

If you receive any software or firmware updates or upgrades, you must be under an active support contract for the Product identified by Dell SonicWALL as being eligible for the update/upgrade in order to install and use the software or firmware update/upgrade – and you may use the software or firmware update only on those Products for which you purchased support (e.g., if you have only one unit under an active support contract, you may not may not install software/firmware provided under such support contract on units that are not covered under support).  A software or firmware update/upgrade replaces and/or supplements the Product that formed the basis for your eligibility for the update/upgrade, and does not provide you an additional license (copy) of the software or firmware to use separately from the Product to be updated/upgraded under the support contract. 

7. Field Hardware Retrofits, Upgrades and Recalls

In the event that Dell SonicWALL deems it necessary to perform field retrofits, upgrades or recalls due to critical functionality, reliability or product safety issues, Customer will make commercially reasonable efforts to comply with such requests in a timely manner, and make available for service or return all affected Dell SonicWALL Product(s).

8. Support Reinstatement

Dell SonicWALL requires continuous coverage for support agreements.  Products with an expired support contract are considered to be “out of support compliance.” Support Services Reinstatement provides a one-time updating, offering the opportunity to bring these Products back into compliance and up to date as of the date of the Support Services Reinstatement.  Included in Dell SonicWALL Support Services Reinstatement is a single firmware update, allowing you access to the most current firmware version available on MySonicWALL.com.

Customers with Products that have an expired support contract who purchase Dell SonicWALL Support Services Reinstatement and a new one-, two- or three-year support contract receive a full 12/24/36 months of support from the date of Support Services Reinstatement.

9. Targeted Service Levels

When a service request is created by the Dell SonicWALL Technical Assistance Center (TAC), a priority is assigned to the service request based on the problem type.  Priorities and corresponding response targets are defined as follows:

Priority Level Description Targeted Response Time
P1 Customer’s production network is down, causing critical impact to business operations if service is not restored quickly. No work around is available. 0 – 4 hours
P2 Customer’s production network is severely degraded, impacting significant aspects of business operations. No work around is available. 4 – 8 hours
P3 Customer’s network performance is degraded. Network functionality is noticeably impaired, but most business operations continue. 24 – 48 hours
P4 Customer requests information regarding product capabilities, installation or basic configuration. 48+ hours

10. Support Services Exclusions

Dell SonicWALL's Support Services Offerings do not create, nor do Dell SonicWALL’s prices include, any obligation, express or implied, to provide maintenance or support involving the repair or diagnosis of damage, malfunctions or product failures caused by: (a) any third party; (b) accident, misuse or abuse; (c) alteration of Dell SonicWALL Product(s) (including modification of Dell SonicWALL Software or Hardware) by anyone other than Dell SonicWALL or a Dell SonicWALL-authorized service provider; (d) Third Party Components sold by Dell SonicWALL or a Dell SonicWALL reseller that are not explicitly covered by a Dell SonicWALL Product warranty and/or Dell SonicWALL Support Services, as specified in the applicable documentation; (e) products not sold by Dell SonicWALL that are attached to or used with Dell SonicWALL’s Products, even if said non-Dell SonicWALL or non-authorized products were sold by one of Dell SonicWALL’s authorized resellers; (f) the Customer’s failure to provide a proper environment for the Dell SonicWALL Product(s) (within the range of tolerances listed in the applicable Dell SonicWALL site planning and installation guides); (g) damage during transit (other than shipment from Dell SonicWALL to Customer); (h) power surge or failure; (i) acts of God such as fire, storm, flood, or earthquake, government acts, labor strikes, acts of terrorism and riots or acts outside of Dell SonicWALL’s control; or (j) any other condition not arising under normal operating conditions.

Support Services Offerings further do not include the following:

  • Step-by-step installation or configuration of Dell SonicWALL or third-party products or services
  • Step-by-step assistance with configuration migrations, Product upgrades or general solution provider services
  • General network maintenance
  • On-site or Professional Services
  • Modification of firmware, hardware, Products or Services

If a Customer needs installation or configuration assistance, Dell SonicWALL may refer the Customer to a certified value-added reseller or other provider.

11. Warranty and Warranty Disclaimer

EXCEPT FOR THE EXPRESS WARRANTIES, IF ANY, PROVIDED WITH THE PRODUCT FOR WHICH YOU PURCHASED SUPPORT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW DELL SONICWALL HEREBY DISCLAIMS ON BEHALF OF ITSELF, ITS SUPPLIERS, DISTRIBUTORS AND RESELLERS ALL WARRANTIES, EXPRESS, STATUTORY AND IMPLIED, APPLICABLE TO THE PRODUCTS, SERVICES AND/OR THE SUBJECT MATTER OF THIS AGREEMENT, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE.

12. Limitation Of Liability

NOTWITHSTANDING ANYTHING ELSE IN THIS AGREEMENT OR OTHERWISE, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL DELL SONICWALL, ITS SUPPLIERS, DISTRIBUTORS OR RESELLERS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, LOST OR CORRUPTED DATA, LOST PROFITS OR SAVINGS, LOSS OF BUSINESS OR OTHER ECONOMIC LOSS OR COSTS OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, ARISING OUT OF OR RELATED TO THIS AGREEMENT, THE PRODUCTS OR THE SERVICES, WHETHER OR NOT BASED ON TORT, CONTRACT, STRICT LIABILITY OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT DELL SONICWALL HAS BEEN ADVISED OR KNEW OF THE POSSIBILITY OF SUCH DAMAGES.  TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, DELL SONICWALL'S MAXIMUM LIABILITY TO CUSTOMER ARISING FROM OR RELATING TO THIS AGREEMENT SHALL BE LIMITED TO THE AMOUNTS RECEIVED BY DELL SONICWALL FOR THE PRODUCTS AND THE SERVICES PURCHASED BY CUSTOMER, PROVIDED THAT WHERE ANY CLAIM AGAINST DELL SONICWALL RELATES TO PARTICULAR PRODUCTS AND/OR SERVICES, DELL SONICWALL'S MAXIMUM LIABILITY SHALL BE LIMITED TO THE AGGREGATE AMOUNT RECEIVED BY DELL SONICWALL IN RESPECT OF THE PRODUCTS AND/OR SERVICES PURCHASED BY CUSTOMER AFFECTED BY THE MATTER GIVING RISE TO THE CLAIM. (FOR SUPPORT SERVICES OR A PRODUCT SUBJECT TO RECURRING FEES, THE LIABILITY SHALL NOT EXCEED THE AMOUNT RECEIVED BY DELL SONICWALL FOR SUCH SUPPORT SERVICE OR PRODUCT PURCHASED BY CUSTOMER DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM).

13. Governing Law and Venue

This Agreement shall be governed by and construed in accordance with the laws of the State of California, without giving effect to any conflict of laws principles that would require the application of laws of a different state. The parties agree that neither the United Nations Convention on Contracts for the International Sale of Goods, nor the Uniform Computer Information Transaction Act (UCITA) shall apply to this Agreement, regardless of the states in which the parties do business or are incorporated. Any action seeking enforcement of this Agreement or any provision hereof shall be brought exclusively in the state or federal courts located in the County of Santa Clara, State of California, United States of America. Each party hereby agrees to submit to the jurisdiction of such courts.  Notwithstanding the foregoing, Dell SonicWALL is entitled to seek immediate injunctive relief in any jurisdiction to protect its intellectual property.

14. Part of Dell SonicWALL Agreement – Change of Terms

The Dell SonicWALL Support Services Offerings, and these Services General Terms and Conditions, are part of the Dell SonicWALL End User Product Agreements ("Product Agreements") covering the Product(s) purchased by Customer, and unless otherwise expressly specified in writing by Dell SonicWALL, these terms and conditions are incorporated by reference within such Agreement.  Dell SonicWALL reserves the right to change the terms of these Services General Terms and Conditions and the Support Services Offerings from time to time by posting a new/different Services General Terms and Conditions and Support Services Offerings on its web site (sonicwall.com); provided that the terms and conditions of the Services General Terms and Conditions and Support Services Offerings in effect as of the date of Support Services sales order booking by Dell SonicWALL shall apply to that specific sales order.

DELL SONICWALL LIMITED WARRANTY INFORMATION

Most Dell SonicWALL products come with a limited warranty.The limited warranty, if any, is set forth in the Dell SonicWALL End User Product Agreement (or software license) that accompanies the product for the agreement that applies to most Dell SonicWALL products).  The limited warranty is made only to the original end user purchaser (Customer).  Set forth below is additional warranty information applicable to the products that come with a limited warranty.

1. Limited Software Warranty:   Provides Customer with bug fixes, updates and any maintenance releases that occur during the coverage term.  NOTE: The standard Limited Software Warranty does NOT entitle Customer to software upgrades or major releases which may include feature enhancements and/or additional functionality unless these extended capabilities are incorporated into a maintenance release specifically compiled for the code version originally shipped to/or downloaded by Customer.

  • Coverage Starts:   Date of Product registration (but in no event later than seven (7) days after date of initial purchase/download)
  • Coverage Term:   90 days
  • Update Notification:   SonicWALL Support web site
  • Update Method:   Download

2. Limited Hardware Warranty:   Provides Customer with delivery of critical replacement parts for defective parts under warranty.  Replacement parts will be provided consistent with Section 3, ADVANCE EXCHANGE AND PARTS RETURN in the Support Services General Terms and Conditions, (“Advance Exchange”). For purposes of clarity, Customer is responsible for returning the defective part(s) in accordance with Advance Exchange, or Customer will be required to pay for the part.

  • Coverage Starts: Date of Product registration (but in no event later than seven (7) days after date of initial purchase)
  • Coverage Term:   One (1) year 
  • Parts Delivery SLC:  Where available by Dell SonicWALL (and depending upon when issue reported), next day delivery advance replacement

3. No Technical Support:  Dell SonicWALL Limited Warranties do not include technical support.  However, certain Dell SonicWALL products may come bundled with support for a limited period.  See the Support Services Offerings for support services that may be purchased by Customer.

4. To Make A Warranty Claim:  Contact Dell SonicWALL as described in “Contacting Dell SonicWALL for Support and Warranty Service.”  Note that you may be required to provide proof of date of purchase for warranty service eligibility.