Sonicwall Support 24X7; Deliverables - SonicWALL PRO 200 Installation Manual

SonicWALL Support 24X7

Overview
Available for all SonicWALL products, SonicWALL Support 24X7 includes software/
firmware technical support, and factory replacement of defective hardware. Coverage is
provided 24 hours a day, 7 days a week.

Deliverables

Coverage Hours
Support is provided during standard business hours, 24 hours per day local time, seven
days per week, including locally-recognized SonicWALL holidays.
Telephone and Web-based Support
SonicWALL provides technical assistance during standard coverage hours by telephone or
through web-based support tools. A SonicWALL technical specialist works with you to
remotely diagnose and identify firmware and hardware not performing to documented
specifications. Web-based support includes interactive communication with a SonicWALL
technical specialist. SonicWALL also provides general assistance regarding usage and
documentation on a limited basis.
Hardware Service
SonicWALL Support 24X7 includes the repair or replacement of failing hardware
returned to the SonicWALL factory.
Upon diagnosis of a hardware failure, a SonicWALL technical specialist issues an RMA
number and provides instructions for returning the hardware to SonicWALL. SonicWALL
ships a replacement appliance to you based upon the RMA information. You are responsible
for returning the failed appliance to SonicWALL with 30 days or be charged for the full
replacement cost.
SonicWALL does not accept failed appliances without a valid RMA number.
Software/Firmware Support
SonicWALL logs, tracks, prioritizes, and resolves software, firmware and/or documentation
bug reports and enhancement requests for software support under this agreement.
SonicWALL Support 24X7 includes priority escalation based on problem severity.
Support for software, firmware, and documentation is limited to the most current version
and the immediate prior revision.
Software/Firmware Updates
All software and firmware maintenance releases and updates are included with this
agreement. SonicWALL notifies administrators via electronic mail of new updates. The
updates are delivered exclusively via the web.
SonicWALL Installation Guide Page 82