Keep your network security up to date, while keeping your expenses under control

SonicWALL Global Support Services

SonicWALL designed its support services not only to keep your network security and data backup and recovery infrastructure current, but to also react swiftly to any problem that may occur. However that’s not enough to keep your network safe these days. So, Dell SonicWALL’s support services also include crucial software and firmware updates and upgrades, the finest technical support, timely hardware replacement and access to extensive electronic tools.

Dynamic Support
Designed for customers who need continued protection through ongoing firmware updates and advanced technical support, SonicWALL Dynamic Support is available during normal business hours, or 24x7, depending on your needs. Services include:

• Subscription to firmware updates and upgrades
• Access to chat, email, web and telephone support
• Advance Exchange hardware replacement in the event of failure

Silver Support
More than a traditional break-fix service, SonicWALL Silver Support is a multi-layered security offering that provides you with access to critical firmware updates and upgrades plus expert technical assistance to keep your SonicWALL solution performing optimally. Services include:

• Subscription to firmware updates and upgrades
• 8x5 or 24x7 access to chat, email, web and telephone technical support
• Advance Exchange Next Business Day hardware replacement in the event of failure

E-Class Support
Available only on E-Class products, E-Class Support provides the enterprise class support features and quality of service companies require to keep their networks running smoothly and efficiently. E-Class Support includes all the features of our Dynamic Support offerings PLUS 24x7 direct access to a team of highly-trained senior support engineers located at a SonicWALL Enterprise TAC.

Gold Support
Exclusive to NSA 5600, NSA 6600 and SuperMassive 9000 Series Next- Generation Firewalls, Gold Support provides the advanced support features enterprise organizations need to keep their networks running reliably and securely. With Gold Support, you have around-the-clock access to seasoned support engineers at a SonicWALL Enterprise TAC and the latest firmware features plus Advance Exchange hardware replacement, all of which combine to protect and maximize your SonicWALL investment.

Comprehensive Global Management System (GMS)
For customers using SonicWALL Global Management System (GMS) to manage their distributed networks, there’s SonicWALL Comprehensive GMS. This umbrella support service delivers all the benefits of a Dynamic Support 24x7 contract for every Dell SonicWALL appliance managed through a SonicWALL GMS deployment. Not only that, Comprehensive GMS provides support and software updates for the GMS application itself. And, because you’re purchasing a single co-terminus contract, there’s only one expiration date for SonicWALL support contracts on all eligible appliances, simplifying management and administration while also removing the likelihood of lapsed support coverage.

Warranty support
All SonicWALL appliances come with a 1-year Limited Hardware Warranty which provides delivery of critical replacement parts for defective parts under warranty.

Network security and data protection expertise
Finally, support is only as good as the person providing it. So all of SonicWALL’s support professionals are extremely knowledgeable on every SonicWALL solution and have years of experience in networking and network security. And they’re backed up by best in- class tools and processes, ensuring you get quick and accurate resolution to your problem.

SonicWALL Premium Support Services

Overview

Mission-critical customers need mission critical support. The SonicWALL Focused Technical Support service is designed to provide the highest quality, most responsive support services available in the industry.

This premium support offering includes a comprehensive suite of proactive services, all of which are managed by a designated SonicWALL Security Engineer (SSE) who understands your technical requirements and your business. Focused Technical Support customers have immediate access to subject matter experts (SMEs) and a fast-track into SonicWALL product management for enhanced escalation and new feature processing. Just as important, the relationships that develop within the service mean that customers often influence SonicWALL’s roadmap through our Customer-Linked Innovation and Commercialization (CLIC) process.

SonicWALL Focused Technical Support
Integral to the success of the Focused Technical Support service is the Dell SonicWALL-certified Security Engineer (SSE). You have direct access to a designated SSE who acts as your primary contact for all technical issues related to your SonicWALL solutions. The SSE works closely with your operations and network engineering teams to get a better understanding of your technical requirements and provide the right level of solutions to meet your needs.

Extend your support coverage

SonicWALL Global Support Services extend the support coverage on your SonicWALL solution beyond the warranty period. Our 8x5 and 24x7 support services include critical software and firmware updates, expert chat, email, web and telephone support, Advance Exchange hardware replacement and access to electronic self-help tools — all for one low price.

• Take advantage of the latest features through software and firmware updates and upgrades.
• Work directly with a SonicWALL Support Engineer via chat, email, the web or over the phone to resolve your issue quickly.
• If a replacement unit is required, SonicWALL will provide an Advance Exchange replacement via next-day air shipment.
• SonicWALL security appliances also ship with a one-year hardware warranty that can be extended up to three years!

Software and firmware updates

Chat, email, web and telephone support

Advance exchange hardware replacement

Complimentary warranty support1 (Not included with E-Class products)
Extended coverage with SonicWALL Global Support Services

SonicWALL Professional Services

SonicWALL offers a range of Professional Services to meet your needs, from our Remote Start-up and Configuration Service to our traditional statement of work-based services. Combined with their detailed knowledge of SonicWALL products and services, SonicWALL consultants bring wide industry experience, tested methodologies, and the backing of Dell SonicWALL’s world-class engineering support to every engagement. With Dell SonicWALL Professional Services, you get some of the brightest people in the industry working for you.

SonicWALL Remote Start-up and Configuration Service
SonicWALL Remote Start-up and Configuration Service provides secure remote configuration of your Dell SonicWALL TZ or Email Security appliance. A Certified SonicWALL Security Administrator (CSSA) - Dell SonicWALL engineer works with you via email and over the phone to build a configuration plan based on your requirements. Once you’ve agreed to the plan, the SonicWALL security engineer will configure your appliance quickly and efficiently for rapid deployment into your network. Whether it’s one appliance or 100, Remote Startup and Configuration Service can help you minimize your costs by taking care of one of the most important aspects of your deployment plan so that you can focus on the others.

• SonicWALL Remote Start-up and Configuration Service for the TZ Series
• SonicWALL Remote Start-up and Configuration Service for Email Security Appliances

SonicWALL Jump Start
Time is money, so getting a jump on deploying technologies that speed your product or service to market is imperative. For the fastest and most optimal deployment of your Dell SonicWALL E-Class appliance, onsite expert assistance is essential. SonicWALL Jump Start makes deployment of your next-generation security solution easy and seamless with expert guidance and deployment planning assistance. An experienced SonicWALL Systems Engineer (SE) will review your implementation plans, security configurations and project goals to formulate a best practices approach to meet your requirements.

• SonicWALL Jump Start for the E-Class Network Security Appliance Series
• SonicWALL Jump Start for the E-Class Secure Remote Access Series

Custom consulting services
Enterprise networks have a whole set of unique security and data protection needs. SonicWALL Custom Consulting Services provide customized, project-based consulting to meet these demands. These services include:

• Security Assessments—SonicWALL examines your network, determines the security level and exposes any potential holes in firewalls, routers and other network devices. We then compile comprehensive reports that examine your internal network, analyze how it appears to perpetrators and give detailed corrective actions.
• Security Design and Implementation— for customers who need a comprehensive approach to network security, SonicWALL evaluates overall security and then designs and implements the appropriate solutions. This includes security policy development to ensure the security solution is built on a solid foundation.