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SonicWall support agreements provide technical assistance during the license coverage hours. 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 support offerings do not include step-by-step installation or configuration of products or services. If you need installation or configuration assistance, please contact us for a quote.
Support agreements provide for replacement of failing hardware (not applicable to the NSv series) 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.
8×5: Monday through Friday, 8 a.m. to 5 p.m. for non-critical environments (according to local time zone) This is for licenses named "Standard Support".
24 x 7: Around the clock support, including weekends and holidays, for business-critical environments. This is included with all EPSS and APSS licenses.
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:
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