SonicWALL Support Reinstatement
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 Services Reinstatement | ||
|---|---|---|
| Support Services Reinstatement | ||
| Support Reinstatement and Firmware Update for TELE3/SOHO3-10/25/50/Unl Products | 01-SSC-5240 List Price: $82.00 Our Price: $61.95 |
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| Support Reinstatement and Firmware Update for PRO 200/300/230/330 Products | 01-SSC-5241 List Price: $220.00 Our Price: $165.95 |
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