Compare Support Levels

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.