Compare Support Levels
| Compare Levels | ||||
|---|---|---|---|---|
| Standard | Gold | Platinum | ||
| Technical Support | ||||
| 24×7 Support |  |
|
|
|
| Number of support cases per annual subscription | Unlimited | Unlimited | Unlimited | |
| Targeted Response Time | Live Call – Critical 4 Hours – High 8 Hours – Medium 24 Hours – Low |
Live Call – Critical 1 Hour – High 4 Hours – Medium, Low |
Live Call – All Phone Cases 1 Hour –All Web Cases All Cases Given Highest Priority |
|
| Web-Based Support | |
|
|
|
| Phone-Based Support | |
|
|
|
| Technical Account Manager | – | – | |
|
| Quarterly Account Review | – | – | |
|
| Remote Installation Services | Purchased separately | Purchased separately | Purchased separately | |
| Compare Levels | ||||
|---|---|---|---|---|
| Standard | Gold | Platinum | ||
| Software Support | ||||
| Software Updates and Patches | |
|
|
|
| New Feature Releases | |
|
|
|
| Broadcast Updates and Alerts | |
|
|
|
| Compare Levels | ||||
|---|---|---|---|---|
| Standard | Gold | Platinum | ||
| Hardware Warranty | ||||
| Advance Hardware Replacement | |
|
|
|
| Premium 4-Hour RMA Service | Purchased separately | Purchased separately | Purchased separately | |
| Spare and Replacement Parts | Purchased Separately | Purchased Separately | Purchased Separately | |
| Compare Levels | ||||
|---|---|---|---|---|
| Standard | Gold | Platinum | ||
| Technical Training & Certification | ||||
| Product Documentation and Guides | |
|
|
|
| Technical Training Materials | |
|
|
|
| Moderated Customer Forum | |
|
|
|
| Compare Levels | ||||
|---|---|---|---|---|
| Standard | Gold | Platinum | ||
| Support Renewals | ||||
| Multi-Year Renewals | |
|
|
|
| Five (5) Year Maximum Length | |
|
|
|
Account-Wide Support Programs
WatchGuard offers an additional support program for businesses that have more complex support environments.
- Platinum Support is an account-wide support upgrade. Along with 24×7 support with a one-hour response time and unlimited cases, Platinum Support includes an assigned Technical Account Manager to work with the customer to achieve maximum benefits and ROI from their network security investment. The program also provides regular security reviews and proactive notifications of updates and upgrades.
Note: For Platinum Support, the account must maintain an active Support contract for each appliance.
