8×5: Monday through Friday, 8 a.m. to 5 p.m. for non-critical environments (according to local time zone)
7×24: Around the clock support, including weekends and holidays, for business-critical environments
Guideline and Policies
SonicWall provides telephone and Web-based support, unlimited software/firmware updates and upgrades, and hardware replacement (RMA) for units with an active support agreement or covered under the warranty support period. See the Product Warranty section below for more information on SonicWall product warranties. In addition, SonicWall products include one (1) year of hardware warranty or the hardware duration provided under local law. Hardware warranty is separate from warranty support and is specific to the replacement of defective hardware. It does not include telephone, email or web-based support or software/firmware updates and upgrades.
Warranty and Support Agreements
SonicWall warranty and support agreements provide technical assistance during standard coverage hours, typically 8×5 or 24×7. A SonicWall technical specialist will work remotely with you to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use and implementation on a limited basis. SonicWall’s warranty and support offerings do not include step-by-step installation or configuration of products or services. If you need installation or configuration assistance, SonicWall will refer you to a certified value-added reseller or offer you one of our Professional Services.
Warranty and support agreements provide for replacement of failing hardware returned to a SonicWall factory. The replacement product may be new, or like-new. In the event of product obsolescence, SonicWall reserves the right to replace failing product with a product of like or better features and functionality.
Repair and Return
Contact SonicWall Customer Support Center if you think you have a hardware problem. The support specialist will log your case and determine with you whether a replacement unit is required. If so, you will be provided with a Returned Material Authorization (RMA) number for your reference. SonicWall will ship you a replacement unit via pre-paid, next business day airfreight to the address that you specify. Routine RMA orders are filled on the day that they are received if the RMA is processed before 12:00 p.m. PST (1:00 p.m. GMT in Europe). You may be asked to provide a credit card number or billing authorization to secure the return of the defective unit to SonicWall. In Europe, an RMA Purchase Order Fax form can be used instead of a credit card. In certain regions or countries, RMA Services are facilitated via certified SonicWall resellers or partners.
SonicWall will automatically transfer the registration information and subscription services to the replacement unit. The replacement unit will include instructions for returning the defective unit to SonicWall. Shipping is paid by SonicWall. Please make sure that the RMA number is included with your shipment and that you return the defective unit to SonicWall within 30 days. After 30 days you will be billed the retail price of the new unit.
In addition to being extremely reliable, SonicWall products are recognized for being easy to install, configure and manage. SonicWall’s Limited Software Warranty enhances these features with:
Limited Software Warranty for All Non-E-Class Products
Software/Firmware Updates 90 days of software and firmware updates.
Support Tools Access to SonicWall’s electronic support tools.
Note: SonicWall E-Class appliances are not eligible for Limited Software Warranty
SonicWall will provide telephone and web-based support (via email) for active security services regardless of the appliance upon which the subscription is activated. Support for security services requires an active support contract for the appliance on which the service is running.
Support and updates/upgrades for SonicWall Global Management System (GMS) require a valid GMS support agreement, regardless of the appliance(s) that GMS is used to manage.
Generation 1, 2, 3 and 4 SonicWall appliances are not eligible to be registered.
8 a.m. – 5 p.m. local time is defined as follows: In North America: 8 a.m. – 5 p.m. Mountain Standard Time (MST). In Latin America: 8 a.m. – 5 p.m. Local Standard Time in the country where the product is deployed. In Europe, Middle East and Africa: 9 a.m. – 6 p.m. GMT +1 In Asia Pacific: 8 a.m. – 5 p.m. Local Standard Time in the country where the product is deployed. In Japan: 5 p.m. – 2 a.m. UTC/GMT
SR Severity Levels & Response Times
When a service request is created by the SonicWall Technical Assistance Center (TAC), a priority is assigned to the service request based on the problem type. Priorities and corresponding response targets are defined as follows:
|SEVERITY||DEFINITION||TARGET RESPONSE TIME|
|SEV-1||Customer’s production system is severely impacted or completely down. System operations of a mission critical applications are down. Requires support access to available customer resources on site 24x7 until resolution or a suitable workaround to restore function is implemented.||1 hour|
|SEV-2||The production system is functioning with limited capabilities. The production system is unstable, with periodic interruptions.||4 hours|
|SEV-3||Isolated errors in a production, test bed or development environment, with full system operation. Issues related to configuration, performance or suspected defects that cannot wait. Also, clarification of documentation. Product/ Feature Enhancement request.||1 business day|
SonicWall requires continuous coverage for support agreements. Appliances with an expired warranty or support agreement are considered to be “out of support compliance.” Support Services Reinstatement provides the opportunity to bring these appliances back into compliance and up to date. Generally, new agreements are retroactively activated to the expiration date of the most recent support agreement.
However, if you purchase a multi-year subscription (which includes support) you get Support Reinstatement included free. This means if your current support has expired and you renew with a 2+ Year subscription you'll get the full length of that subscription from date of activation. This also includes appliances which have never had support previously.