More than a traditional, break-fix service, Dell SonicWALL Silver Support is a multi-layered security offering that provides you with access to critical firmware updates and upgrades, plus expert technical assistance and hardware replacement to keep your Dell SonicWALL solution performing optimally.
Available in one-, two- and three-year agreements, Dell SonicWALL Dynamic Support services include:
Chat/email/web/telephone support. For technical assistance
Software/firmware updates. For all software and firmware updates and upgrades
Hardware replacement. Advanced exchange for replacement of defective hardware
Support tools. Access to Dell SonicWALL's electronic support tools
Dynamic Support 24x7 provides technical assistance 24/365, while Dynamic Support 8x5 provides technical assistance during local business hours, 8:00 am – 5:00 pm Monday through Friday, excluding holidays. Chat support is available 6:00 am – 6:00 pm Pacific Time Monday through Friday for firewall customers in North America.
8:00 am - 5:00 pm local time is defined as follows:
In North America: 8:00 am - 5:00 pm local time in the region where the product is registered
In Latin America: 8:00 am - 5:00 pm local time in the country where the product is registered
In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1 in the country where the product is registered
In Asia Pacific: 8:00 am - 5:00 pm local time in the country where the product is registered