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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.
Support Tools
SonicWALL Support 8X5 provides access to SonicWALL's Web-based support tools, including
FAQs, documentation, and Knowledge Base systems.
Availability
SonicWALL Support 8X5 is an annual service available for sale at the time of product purchase
or anytime before warranty expiration.
Warranty Support -
Overview
Included with all SonicWALL products, SonicWALL warranty support includes return-to-factory
hardware replacement for one year. Warranty Support also includes technical support and
software/firmware updates for 90 days. Coverage is provided during normal business hours.
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 for 90 days after the date of purchase. A SonicWALL technical
specialist works with you to remotely diagnose and identify firmware and hardware not
performing
to
communication with a SonicWALL technical specialist. SonicWALL also provides general
assistance regarding usage and documentation on a limited basis.
Hardware Service
Warranty Support includes the repair or replacement of failing hardware returned to the
SonicWALL factory for a period of year following the date of purchase.
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. 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.
Page 74 SonicWALL TELE3 SP Installation Guide
North America
documented
specifications.
Web-based
support
includes
interactive
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