Dell Support Services for Network Security Products

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Dell Support Services for Network Security Products accommodates connected solutions by providing a comprehensive support plan to suit any business organization. Whether there is an issue with software/firmware, the hardware part of an appliance solution or one of our cloud-delivered technologies, our support engineers will collectively work to resolve the issue quickly and effectively. We recognize how important our products are to your business environment, and we strive to help you maximize your investment by offering a wide range of global services to accommodate the varying needs of your organization.

Dell Support Services for Network Security Products Datasheet (PDF)

Overview Dell Support Services for Network Security Products.

Standard Support is an extensive range of services, available Monday through Friday, during our business hours in a single geographic region. With the purchase of Standard Support, you will receive the following elements of service:

  • Unlimited 24x7 access to our support portal
  • Technical support resources available during local business hours
  • Access to online forums, documents, videos, and Knowledge Base
  • Online service request management
  • Basic how-to trouble shooting
  • The latest software/firmware upgrades
  • Unlimited phone and chat support
  • Collaborative assistance with third-party vendors
  • Support is provided in English with local language accommodated when possible

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time 1 Hour1 Hour30 minutes
Technical support coverageLocal Hours24x7124x71
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Limited Hardware Warranty on applicable appliances2
4-Hr Replacement Delivery3
Designated Technical Account Manager (TAM)
Monthly reports and review calls
Reduced SLAs
Escalation and resolution management
Upgrade and migration path reviews
Proactive firmware update notifications
Product and best practices knowledge sharing

Support is provided in English with local language accommodated when possible. SonicWALL SuperMassive, E-Class, and GMS products are covered under 24x7 Support
SonicWALL NSA, TZ, SRA, Email Security, and CDP products are covered under Standard Support or 24x7 Support
1 Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours
2 All Dell SonicWALL hardware solutions include a minimum one-year Limited Hardware Warranty providing for the replacement of failing hardware
3 4-Hr Replacement Delivery Service available as an-add on service for the SonicWALL SuperMassive 9000 Series only and must have a current 24x7 Support or Premier Support contract. Available in the U.S. only.

24x7 Support is the appropriate option if you require around the clock support coverage or support across multiple time zones. This service provides 24x7 support including weekends and public holidays.

You will receive the following:
  • All the features included with Standard Support
  • Technical support resources 24x7 
  • Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time 1 Hour1 Hour30 minutes
Technical support coverageLocal Hours24x7124x71
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Limited Hardware Warranty on applicable appliances2
4-Hr Replacement Delivery3
Designated Technical Account Manager (TAM)
Monthly reports and review calls
Reduced SLAs
Escalation and resolution management
Upgrade and migration path reviews
Proactive firmware update notifications
Product and best practices knowledge sharing

Support is provided in English with local language accommodated when possible. SonicWALL SuperMassive, E-Class, and GMS products are covered under 24x7 Support
SonicWALL NSA, TZ, SRA, Email Security, and CDP products are covered under Standard Support or 24x7 Support
1 Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours
2 All Dell SonicWALL hardware solutions include a minimum one-year Limited Hardware Warranty providing for the replacement of failing hardware
3 4-Hr Replacement Delivery Service available as an-add on service for the SonicWALL SuperMassive 9000 Series only and must have a current 24x7 Support or Premier Support contract. Available in the U.S. only.

Dell Premier Support for Network Security Products Datasheet (PDF)

Our highest level service offering is designed for organizations with complex environments that require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance.

One of the key features under Premier Support is the provision of a Technical Account Manager (TAM). The TAM acts as a trusted advisor and extension of your own support team; focuses on your unique IT environment and business objectives; and proactively expedites support communications, escalations and resolutions. Through monthly review calls and status reports, your TAM identifies and helps prevent issues before they occur.

Premier Support is available as an upgrade from 24x7 Support and includes:

  • All the features included with 24x7 Support
  • A dedicated Technical Account Manager
  • Monthly reports and review calls
  • Reduced SLAs
  • Escalation and resolution management
  • Upgrade and migration path reviews
  • Proactive firmware update notifications
  • Knowledge sharing

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time 1 Hour1 Hour30 minutes
Technical support coverageLocal Hours24x7124x71
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Limited Hardware Warranty on applicable appliances2
4-Hr Replacement Delivery3
Designated Technical Account Manager (TAM)
Monthly reports and review calls
Reduced SLAs
Escalation and resolution management
Upgrade and migration path reviews
Proactive firmware update notifications
Product and best practices knowledge sharing

Support is provided in English with local language accommodated when possible. SonicWALL SuperMassive, E-Class, and GMS products are covered under 24x7 Support
SonicWALL NSA, TZ, SRA, Email Security, and CDP products are covered under Standard Support or 24x7 Support
1 Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours
2 All Dell SonicWALL hardware solutions include a minimum one-year Limited Hardware Warranty providing for the replacement of failing hardware
3 4-Hr Replacement Delivery Service available as an-add on service for the SonicWALL SuperMassive 9000 Series only and must have a current 24x7 Support or Premier Support contract. Available in the U.S. only.

All Dell SonicWALL hardware solutions include a minimum one-year Limited Hardware Warranty providing for the replacement of failing hardware. The replacement product may be new, or like-new. In the event of product obsolescence, we reserve the right to replace failing product with a product of like or better features and functionality.

Dell SonicWALL hardware warranties do not include installation or configuration assistance. If you need help installing or configuring your Dell SonicWALL solution, we will refer you to a certified value-added reseller or offer you one of our Professional Services.

If a replacement appliance is required, you will be provided with a Returned Material Authorization (RMA) number for your reference. We will ship you a replacement appliance via pre-paid next business day airfreight when available, to the address that you specify. Shipment of replacement parts for Advance Exchange is routinely filled on the day that they are received if the RMA is processed before noon P.T. (1 p.m. GMT). You will be asked to provide billing authorization via a signed RMA-fax form or email form, including relevant customer delivery information such as the VAT, SR, and RMA numbers to secure the return of the defective appliance to Dell support services for network security products. We will automatically transfer the registration information and subscription services to the replacement appliance.

We cover the shipping of the replacement appliance and include instructions for returning the defective appliance. You will need to ensure the RMA number is included with your shipment and that you return the defective appliance to us within 30 days. After 30 days you will be billed the retail price of the new appliance if the defective appliance has not been returned.

For our customers in Japan, we provide 24x7 on-site service providing hardware replacements within four hours in major cities, within eight hours in suburban cities and within 24 hours in other areas except isolated islands and mountain areas.

4-Hour Replacement Delivery Service for SuperMassive 9000 Series

The 4-Hour Replacement Delivery service for the SuperMassive 9000 Series provides 24x7 coverage and replacement of parts delivered onsite within 4 hours. Once we verify hardware failure, we will create an RMA for the delivery of a replacement product. An active 24x7 Support contract is required in addition to purchasing the 4-Hour Replacement Delivery service. Available in the U.S. only. Visit our coverage area list for specific locations where 4-Hour RMA support is available.


Dell Designated Support Engineer for Network Security Products Datasheet (PDF)

Dell Designated Support Engineer (DSE) for network security products offers individualized support when you need direct, priority access to focused, senior technical expertise. Your personal DSE has a deep understanding of your unique IT environment, product support requirements and business needs, and has the necessary expertise to personally resolve product support issues or, if necessary, can quickly find the support you need for a faster resolution.

Designated Support Engineer is a standalone add-on technical service that compliments Standard Support, 24x7 Support or Premier Support. An active maintenance contract is required in order to purchase the DSE service. With DSE, you will receive the following:

  • Direct access to an assigned senior technical expert
  • Increased responsiveness of product support issues
  • Best practices knowledge transfer
  • Ongoing case updates and patch notifications