Sonicwall Support 24X7; Deliverables - SonicWALL TELE3 SP 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, seven 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.
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