Overview
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 warranty. In general, all SonicWALL products include one (1) year of hardware warranty or the hardware duration provided under local law.
SonicWALL‘s warranty and support agreements provide technical assistance during standard coverage hours, typically 8x5 or 24x7. A SonicWALL technical specialist will work with you to remotely diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding usage, implementation and configuration on a limited basis. SonicWALL’s warranty and support offerings do not include installation. If you need installation, SonicWALL will refer you to a certified value-added reseller or offer you one of our consulting services.
Warranty and support agreements provide for replacement of failing hardware returned to
SonicWALL’s 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.
Dynamic Support
Designed for customers who need continued protection through on-going firmware updates and advanced technical support. SonicWALL Dynamic Support is available during normal business hours, or 24X7, depending on your needs.
Services include:
- Annual subscription to firmware updates and upgrades
- Access to telephone and Web-based support for installation, configuration and troubleshooting assistance
- Advance exchange hardware replacement in the event of failure
- Annual subscription to SonicWALL Service Bulletins and access to electronic support tools and moderated discussion groups
Software and Firmware Updates Service
For customers with their own SonicWALL-certified IT staff, there’s SonicWALL Software and Firmware Updates. This simplified offering includes an annual subscription to firmware updates and upgrades, along with advanced exchange hardware replacement in the event of failure.
Support Service Reinstatement
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 warranty or support agreement.
Customers with appliances that have an expired warranty or support agreement who purchase SonicWALL Support Services Reinstatement and a new one-, two- or three-year support agreement receive a full 12/24/36 months of support from date of activation. Also included in SonicWALL Support Services Reinstatement is a single firmware update, allowing you access to the most current firmware features.
More information: http://www.sonicwall.com/downloads/Support_Services_Reference_Guide_Global.pdf
SonicWALL Support 
