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SU PP O R T SER V I CE S

SonicWALL E-Class Support for Business Critical Deployments

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Direct access to a team of highly-trained senior support engineers 24x7 phone and Webbased technical support Software and firmware updates and upgrades Advance Exchange hardware replacement Web-based support tools Subscriptions to service bulletins and newsletters Beta program invitationsEnterprise-class solutions demand enterprise-class customer support. And customers of SonicWALL® E-Class solutions deserve specially-tailored support that reflects the SonicWALL E-Class commitment to premium service at unparalleled value. SonicWALL E-Class Support 24x7 delivers the enterprise-class support features and quality of service that organizations require to keep their enterprise networks runningsmoothly and efficiently. E-Class Support 24x7 is available all day, every day, to provide the expert assistance and advice you need to obtain the greatest return on your SonicWALL E-Class investment. Available only to SonicWALL E-Class customers, E-Class Support 24x7 covers the SonicWALL E-Class Series of high-end solutions for Network Security and Secure Remote Access, including:
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SonicWALL E-Class Network Security Appliance (NSA) E5500, E6500 and E7500 SonicWALL Aventail® E-Class SSL VPN EX-750, EX-1600 and EX-2500

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SonicWALL provides phone and Web-based support, unlimited software/firmware updates and upgrades and hardware replacement (RMA) for appliances actively covered under E-Class Support 24x7. SonicWALL Senior Support Engineers will work with youremotely to diagnose and identify firmware and hardware not performing to documented specifications. E-Class Support 24x7 also includes general assistance regarding usage and configuration on a limited basis.1 Should your support engineer recommend you return failing hardware, SonicWALL will ship you a replacement appliance via pre-paid, next-day airfreight to the address that you specify. 2Features and Benefits
Direct access to a team of highly-trained senior support engineers puts you in contact with a live expert anytime—even after hours—to give your support requests the highest-priority attention. 24x7 phone and Web-based technical support offers flexible options for around-the-clock assistance, providing more expedient resolution of issues. Software and firmware updates andupgrades ensure that your SonicWALL solution can counter the latest threats and malware with the most current patches and defense innovations. Advance Exchange hardware replacement provides for rapid replacement of defective hardware to ensure the fastest resolution to hardware failure, thus eliminating or minimizing hardware-related downtime. Web-based support tools include SonicWALL online help,Knowledge Base articles, and moderated discussion groups, connecting you with SonicWALL experts and peers so you can leverage their expertise to get the most from your solution. Subscriptions to service bulletins and newsletters bring you up to speed with the latest information from SonicWALL, keeping you current on the latest trends and opportunities. Beta program invitations let you participatedirectly in shaping next-generation SonicWALL products and services that can best meet your future needs.

E-Class Support

Focused Technical Support A complementary service to E-Class Support 24x7, SonicWALL Focused Technical Support (FTS) is a customized support offering that 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 for enhanced escalation and new feature processing. SonicWALL FTS provides: ■ Proactive and reactive communications ■ Custom reporting ■ Quarterly business reviews ■ Post mortems ■ Escalation management ■...