User guide

Chapter 2: Service and Support
18 WatchGuard Firebox System
Web Contact
http://www.watchguard.com/support
Response Time
Four (4) business hours maximum target
Type of Service
Technical assistance for specific issues concerning the installation
and ongoing maintenance of Firebox, SOHO, and ServerLock
enterprise systems
Single Incident Priority Response Upgrade (SIPRU) and Single Incident
After-hours Upgrade (SIAU) are available. For more information, please
refer to the WatchGuard Web site at:
http://support.watchguard.com/lssupport.asp
LiveSecurity
®
Gold Program
This premium program is designed to meet the aggressive support needs
of companies that are heavily dependent upon the Internet for Web-based
commerce or VPN tunnels.
WatchGuard Gold LiveSecurity Technical Support offers support
coverage 24 hours a day, seven days a week. Our Priority Support Team
staffs our support center continuously from 7 PM Sunday to 7 PM Friday
Pacific Time (GMT — 7), and can help you with any technical issues you
might have during these hours.
We target a one-hour maximum response time for all new incoming cases.
If a technician is not immediately available to help you, a support
administrator will log your call in our case response system and issue a
support incident number.
Firebox Installation Services
WatchGuard Remote Firebox Installation Services are designed to provide
you with comprehensive assistance for basic Firebox installation. You can
schedule a dedicated two-hour time slot with one of our WatchGuard
technicians to help you review your network and security policy, install
the LiveSecurity software and Firebox hardware, and build a
configuration in accordance with your company security policy. VPN
setup is not included as part of this service.