Terms & Conditions
WatchGuard provides telephone and web-based support; software updates and enhancements; and hardware replacement (RMA) for units with an active LiveSecurity support agreement or covered under the warranty support period.
Software and Services Support
WatchGuard will provide technical support for the current software release of each WatchGuard product family. We also provide technical support for the software release immediately preceeding the current version of software.
Bug fixes are provided for the current release of software only.
WatchGuard will provide signature updates for a software release for 12 months after the release of a newer version of software.
Product End of Life
The WatchGuard End-of-Life Policy contains product and support lifecycle information.
LiveSecurity Reinstatement
WatchGuard requires continuous coverage of LiveSecurity Service support agreements. The LiveSecurity subscription should be renewed before it expires to avoid any lapse in service. If the LiveSecurity Service has expired for more than 30 days, it is considered to be "out of support compliance."
There are two ways to renew LiveSecurity for such appliances:
- Purchase a LiveSecurity Reinstatement license and a 1-Year LiveSecurity Service Renewal.
- Purchase a multi-year LiveSecurity Service Renewal, or any Security Software Suite to waive the need for a LiveSecurity Reinstatement.
LiveSecurity coverage resumes the same day that the new LiveSecurity Service renewal is activated.
Hardware Warranty
WatchGuard offers two types of hardware warranty replacement programs:
Basic Hardware Warranty Replacement
WatchGuard products include one (1) year* of basic hardware warranty.
Under the Basic Hardware Warranty Replacement program, should your device be classified as failed by a certified WatchGuard technician, you will be provided with a Returned Material Authorization (RMA) number for your reference. Upon receipt of your failed device, WatchGuard will ship you a replacement unit via pre-paid, next-day airfreight to the address that you specify.
Advanced Hardware Warranty Replacement
Advanced Hardware Warranty Replacement is available with an active LiveSecurity Support subscription.
Once an RMA is approved, and prior to receiving your failed device, WatchGuard will ship to you a replacement product via pre-paid, next-day airfreight to the address that you specify. You will be asked to provide a credit card number (Visa, Mastercard or American Express) and billing authorization to secure the return of the defective unit to WatchGuard.
Upon shipment of a replacement device via the RMA process from WatchGuard, you will have 15 days to return the failed hardware back to WatchGuard. If the failed hardware is not returned to WatchGuard within 15 days of the RMA shipment, you will be billed for the full amount of the replacement hardware, and your account will be placed on credit hold until full payment has been received.
Other Hardware Warranty Terms & Conditions
Customers are responsible for customs fees and tariffs associated with the delivery of the replacement hardware, and return of the failed hardware, unless otherwise specified.
Routine RMA orders are filled on the day that they are received if the RMA is processed before 1:00 PM PST/PDT, Monday through Friday.
Replacement devices may be new, or like-new. In the event of product obsolescence, WatchGuard reserves the right to replace a failed product with a product of like or better features and functionality.
Any failed device returned to WatchGuard with broken warranty seals will be returned to the customer as-is.
WatchGuard will complete the transfer of the registration information and subscription services to the replacement device. The replacement device will include instructions for returning the failed unit to WatchGuard. Please make sure that the RMA number is included with your shipment and that you return to WatchGuard.
Technical Support programs shall not be available for products determined to be altered, repaired, modified, lost, stolen, or damaged by accident, misuse, or unauthorized modification or installation.
