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:
|Target Response Time
|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.
|The production system is functioning with limited capabilities. The production system is unstable, with periodic interruptions.
|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 requests
|1 business day