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24x7 Support for TZ270W

Includes 24x7 telephone, email and web-based support, software and firmware updates, advance exchange hardware replacement, access to electronic support tools and moderated discussion groups.
SKU: 02-SSC-6643

A SonicWall support license provides telephone and web-based support, unlimited software/firmware updates and upgrades, and hardware replacement for units which have faults.

SonicWall support agreements provide technical assistance during the license coverage hours. A SonicWall technical specialist will work remotely with you to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use and implementation on a limited basis.

SonicWall’s support offerings do not include step-by-step installation or configuration of products or services. If you need installation or configuration assistance, please contact us for a quote.

Support agreements provide for replacement of failing hardware (not applicable to the NSv series) returned to a SonicWall factory. The replacement product may be new, or like-new. In the event of product obsolescence, SonicWall reserves the right to replace failing product with a product of like or better features and functionality.


8×5: Monday through Friday, 8 a.m. to 5 p.m. for non-critical environments (according to local time zone) This is for licenses named "Standard Support".

24 x 7: Around the clock support, including weekends and holidays, for business-critical environments. This is included with all EPSS and APSS licenses.

When a service request is created by the SonicWall Technical Assistance Center (TAC), a priority is assigned to the service request based on the problem type. Priorities and corresponding response targets are defined as follows:

SeverityDefinitionTarget Response Time
SEV-1Customer’s production system is severely impacted or completely down. System operations of a mission critical applications are down. Requires support access to available customer resources on site 24x7 until resolution or a suitable workaround to restore function is implemented.1 hour
SEV-2The production system is functioning with limited capabilities. The production system is unstable, with periodic interruptions.4 hours
SEV-3Isolated errors in a production, test bed or development environment, with full system operation. Issues related to configuration, performance or suspected defects that cannot wait. Also, clarification of documentation. Product/ Feature Enhancement requests1 business day
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