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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.
North America
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 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
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.
SonicWALL Installation Guide Page 84
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