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Support Tools
SonicWALL Support 24X7 provides access to SonicWALL's Web-based support tools,
including FAQs, documentation, and Knowledge Base systems.
Availability
SonicWALL Support 24X7 is an annual service available for sale at the time of product
purchase or anytime before warranty expiration.
SonicWALL Support 8X5
Overview
Available for all products, SonicWALL Support 8X5 includes software/firmware technical
support and factory hardware replacement. Coverage is provided during standard business
hours.
Deliverables
Coverage Hours
Support is provided during standard business hours, 8:00 a.m. - 5:00 p.m. local time, Monday
through Friday, excluding 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 8X5 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. Upon receipt of the failed
appliance, SonicWALL ships a fully functional replacement appliance to you. The replacement
appliance is equivalent to a new appliance.
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 8X5 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.
SonicWALL Support Solutions Page 73
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