Customer Support

E-Class Support 24x7

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

• Direct Access - 24x7x365 access to a team of highly-trained senior support engineers
• Telephone/Web-based Support - 24x7x365 telephone and Web-based technical support
• Software/Firmware Update - for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - access to SonicWALL's electronic support tools

Dynamic Support

Designed for customers who need continued protection through on-going firmware updates and advanced technical support, SonicWALL Dynamic Support is available during normal business hours, or 24x7, depending on your needs.

SonicWALL Dynamic Support 24x7

Customers with mission-critical network requirements cannot afford downtime.  Available in one-, two- and three-year agreements, SonicWALL Dynamic Support 24x7 is an around-the-clock support service that includes:

• Telephone/Web-based Support - for basic configuration assistance 24x7
• Software/Firmware Updates - for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - access to SonicWALL's electronic support tools

SonicWALL Dynamic Support 8x5

Designed for customers who need advanced technical support and the additional benefits of on-going software and firmware updates, SonicWALL Dynamic Support 8x5 is available in one-, two- and three-year agreements that include:

• Telephone/Web-based Support - for basic configuration assistance during local business hours (8:00 am - 5:00 pm, local time, Monday - Friday)*
• Software/Firmware Updates- for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - access to SonicWALL's electronic support tools

*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

SonicWALL Software and Firmware Updates

For customers with their own SonicWALL-certified IT staff, there’s SonicWALL Software and Firmware Updates. This simplified offering includes an annual subscription to firmware updates and upgrades, along with return to factory hardware replacement in the event of failure.

SonicWALL Comprehensive Global Management System (GMS)

For customers using SonicWALL Global Management System (GMS) to manage their distributed networks, there’s SonicWALL Comprehensive GMS. This umbrella support service delivers all the benefits of an 8x5 or 24x7 support contract for every appliance managed through a SonicWALL GMS deployment.  Not only that, Comprehensive GMS provides support and software updates for the GMS application itself. 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: SonicWALL Aventail and SonicWALL E-Class NSA Series solutions are NOT eligible for support coverage under a Comprehensive GMS support contract.