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Features and Benefits
Hardware Replacement Warranty
Having an active Support Subscription extends the one-year hardware warranty that is included with each WatchGuard® appliance. Not only that, it also provides advance hardware replacement, which means that should there ever be a hardware failure, WatchGuard will ship a replacement in advance of receiving the returned appliance to minimize downtime.
Hackers never sleep. That's why your LiveSecurity Service subscription gives you access to updates and enhancements for your WatchGuard® product. And you're not limited to minor software patches; new software versions are available to active LiveSecurity subscribers throughout the supported life of the product.
All WatchGuard appliances come with a minimum of 90 days LiveSecurity Service. Annual subscription renewals entitle you to submit up to five support incidents per subscription year on the web or the phone. Reported issues that are the result of software or hardware defects are not counted against your five incident limit. Active subscribers who need additional assistance from technical support may opt to upgrade to LiveSecurity Gold, which includes an unlimited incident count while the subscription is active, or purchase a Priority Incident Upgrade 5-pack.
Our Rapid Response Team, a dedicated group of network security experts, monitors the Internet to identify emerging threats, then delivers LiveSecurity Service alerts that tell you specifically what you can do to address each new menace. By customizing your alert preferences, you can fine-tune what kind of advice and alerts the LiveSecurity Service sends you.
Online Training & Tools
In addition to providing you with direct personal support, your LiveSecurity Service subscription entitles you to access a variety of professionally produced instructional videos, interactive online training courses, and online tools like user forums and our knowledge base specifically designed to answer questions you may have regarding network security in general or the technical aspects of installing, configuration, and maintaining your WatchGuard products.
Remote Installation Services
Need help getting your network security configured for maximum effectiveness? WatchGuard offers Remote installation Services for comprehensive assistance with initial setup and configuration of your WatchGuard product. Schedule an appointment for a remote installation consultation at your convenience, and an experienced WatchGuard technician will assist you over the phone for up to two hours to review your needs, configure and test your product, while educating you on how to achieve the best performance.
Comparison of Support Levels
Compare Levels Standard 24x7 (Plus) Gold Platinum Technical Support 12x5 Support (6am - 6pm in your local time zone) ✓ - - - 24x7 Support - ✓ ✓ ✓ Number of support cases per annual subscription 5 5 Unlimited Unlimited Priority Case Upgrades,
Purchased separately Purchased separately n/a n/a Single Case Upgrade Purchased separately ✓ n/a n/a Additional Three Cases Purchased separately Purchased separately n/a n/a Web-Based Support ✓ ✓ ✓ ✓ Phone-Based Support ✓ ✓ ✓ ✓ Technical Account Manager - - - ✓ Quarterly Account Review - - - ✓ Remote Installation Services Purchased separately Purchased separately Purchased separately Purchased separately Compare Levels Standard 24x7 (Plus) Gold Platinum Software Support Software Updates and Patches ✓ ✓ ✓ ✓ New Feature Releases ✓ ✓ ✓ ✓ Broadcast Updates and Alerts ✓ ✓ ✓ ✓ Compare Levels Standard 24x7 (Plus) Gold Platinum Hardware Warranty Advance Hardware Replacement ✓ ✓ ✓ ✓ Spare and Replacement Parts Purchased Separately Purchased Separately Purchased Separately Purchased Separately Compare Levels Standard 24x7 (Plus) Gold Platinum Technical Training & Certification Product Documentation and Guides ✓ ✓ ✓ ✓ Technical Training Materials ✓ ✓ ✓ ✓ Moderated Customer Forum ✓ ✓ ✓ ✓ Compare Levels Standard 24x7 (Plus) Gold Platinum Support Renewals Multi-Year Renewals ✓ ✓ ✓ ✓ Five (5) Year Maximum Length ✓ ✓ ✓ ✓
Support Level Availability by Model
Below you can see the support level included with your model and the available upgrade options.
Standard 24x7 (Plus) Gold WatchGuard Model Firebox T10, XTM 2 Series
& XTM 33/33-W
✓ n/a¹ Available only with Enterprise Gold upgrade* Firebox T30 & T50 ✓ ✓ Available only with Enterprise Gold upgrade* XTM 330 & XTM 5 Series ✓ ✓ ✓ Firebox M200, M300, M400,
✓ ✓ ✓ XTM 8 Series ✓ ✓ ✓ XTM 800 Series ✓ ✓ ✓ XTM 1050 & XTM 2050 ✓ ✓ ✓ XTM 1500/1500-RP Series ✓ ✓ ✓ XTM 2520 Series ✓ ✓ ✓ Standard 24x7 (Plus) Gold WatchGuard XCS XCS 280 & 580 ✓ ✓³ ✓ XCS 770R, 880 & 1180 ✓ ✓³ ✓ Standard 24x7 (Plus) Gold WatchGuard SSL SSL 100 & 560 ✓ ✓ ✓
¹ Sold as 24x7 Upgrade for Firebox T10, XTM 2 Series
² Included in all Bundles and Suites
³ Included with appliance purchase
Account-Wide Support Programs
WatchGuard offers two additional support programs for businesses that have more complex support environments.
- Enterprise Gold is ideal for accounts with large numbers of Firebox T10 and XTM 2 Series appliances. It enables an account-wide upgrade to Gold level for 24x7 support with a one-hour response and unlimited cases. All appliances must have an active Support subscription to be eligible for Enterprise Gold Support.
- Platinum Support is an account-wide support upgrade. Along with 24x7 support with a one-hour response time and unlimited cases, Platinum Support includes an assigned Technical Support Manger 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 or Enterprise Gold Support, the account must maintain an active Support contract for each appliance.
- Technical Specs
Global UPC N/A Manufacturer WatchGuard Supplier Other Subscription Service WatchGuard Standard Support Subscription Length 1 Year Subscription Length (New) N/A Special Sales Message No