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Standard Support for NSa 4700

Includes 8x5 telephone, email and web-based support, software and firmware updates, advance exchange hardware replacement, access to electronic support tools and moderated discussion groups.
SKU: 02-SSC-9220


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:

SeverityDefinitionTarget Response Time
SEV-1Customer’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-2The production system is functioning with limited capabilities. The production system is unstable, with periodic interruptions.4 hours
SEV-3Isolated 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 requests1 business day
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