If you purchase two or more years of support,
the reinstatement fee is waived.
Common Questions regarding SonicWALL's Support
Reinstatement Process:
Q: What is Support Services Reinstatement?
A: SonicWALL requires continuous coverage for support
agreements. Appliances with an expired warranty or support
agreement are considered to be “out of support compliance.”
Support Services Reinstatement provides the opportunity
to bring these appliances back into compliance and up to
date for a nominal fee. Generally, new agreements are retroactively
activated to the expiration date of the most recent warranty
or support agreement. Customers with appliances that have
an expired warranty or support agreement who purchase SonicWALL
Support Services Reinstatement and a new one-year support
agreement receive a full 12 months of support from date
of activation. SonicWALL will waive Support Services Reinstatement
for customers who purchase and activate a two-year or three-year
8x5 or 24x7 Dynamic Support agreement or Comprehensive Gateway
Security Suite on a Gen4 appliance.
Examples:
Your Support agreement has been expired for six months:
- Purchasing Support Reinstatement only will enable
you to download the latest software/firmware updates.
- Purchasing a new one-year support agreement only
will provide you with six months of support. This is
because new support agreements are retroactively activated
to the expiration date of the most recent warranty or
agreement.
- Purchasing Support Reinstatement and a new one-year
support agreement will provide you with a full 12 months
of support from the date of activation.
- Purchasing a new two-year or three-year agreement
on a Gen4 appliance will cause Support Reinstatement
to be waived automatically and you will receive a full
24 or 36 months of support from the date of activation.
Q: What does Support Services Reinstatement include?
A: Support Services Reinstatement includes the following:
| Support
Services Reinstatement |
| Software and Firmware Updates
|
One-time update to the latest firmware version |
| Telephone/Web-based Support |
No |
| Hardware Replacement |
No |
| Enhanced Escalation |
No |
Q: Which products are covered under Support Services Reinstatement?
A: Products covered under Support Services Reinstatement
include Gen4 appliances – TZ Series, PRO Series, CSM, SSL-VPN
Series and CDP Series as well as Gen3 appliances such as
TELE3, SOHO3 and others. Note: Gen1 and Gen2 products are
NOT covered under Support Services Reinstatement. These
products have reached the End of Support phase of the product
lifecycle and SonicWALL no longer sells Support agreements
for them.
Q: What alternative is there for my customers who are
out of compliance with their Gen4 Support agreements?
A: SonicWALL offers customers an alternative that will
enable them to avoid paying the Support Services Reinstatement
fee yet still receive the full length of their Support agreement.
Simply purchase a two-year or three-year 8x5 or 24x7 Dynamic
Support agreement OR a two-year or three-year Comprehensive
Gateway Security Suite (CGSS) subscription. Upon purchase
and activation of one of these agreements, Support Services
will be waived automatically and you will receive a full
24 or 36 months of Support. This is true regardless of the
length of time the appliance has been out of compliance.
Note: This policy applies only to Gen4 appliances. There
are no multi-year Support or CGSS agreements available for
Gen3 appliances.
Q: Do other vendors have a Support Services Reinstatement
policy?
A: Yes. Support Services Reinstatement is a common policy
among vendors not only in the network security industry,
but in many other technology industries as well. Examples
include Juniper, Symantec, WatchGuard and Oracle.
|
SonicWALL
Support Reinstatement