Customer Support Services

Standard Support

Customer Support Agents

The backbone of our customer service is our Customer Support Agents, a team of highly trained individuals helping you enjoy and maximize the value in your WatchGuard system.

Problem Resolution

From end-user assistance to remote system diagnostics and troubleshooting, agents work diligently to resolve issues and keep officers in the field.

Quick Response Times

Working to published service levels for customer response times, agents ensure your priority becomes theirs during and after hours.

Premier Support

Premier Support speeds problem resolution, ensures service continuity, and provides a proactive approach to the ongoing health of your WatchGuard system through the focus and familiarity of a dedicated WatchGuard Premier Support Technical Account Manager. Premier Support customers enjoy:

Dedicated Technical Account Manager

Your dedicated Account Manager is your primary support contact and is responsible for staying current on your system configuration, documenting changes, performing proactive monitoring, and coordinating support activities on your behalf.

24/7 Support with Enhanced Response Times

Connect with your Account Manager 24 hours a day, seven days a week for reporting, recording, and resolution of incidents.  Account Managers perform to response times above WatchGuard Standard Support Service.

Quarterly Business Reviews

Conducted via video conference or on-site, quarterly reviews ensure continued alignment around your operational goals and our performance.

Annual System Health Check

Proactively prevent potential issues and improve ongoing performance. Health Check is performed on-site or remotely using tools that evaluate the operating status, configuration, alarms, and performance of major system components.

Download the Premier Support Data Sheet

Your customer service is beyond outstanding.

Charles Town Police Department, West Virginia

Warranties

Limited Hardware Warranty
In recognition of our responsibility to provide quality products to our customers, we warrant each system, part and component manufactured and first sold to an end user to be free of defects in material and workmanship for one year from the date of purchase.

Extended Hardware Warranty
Our Extended Hardware Warranty extends the coverage period of the Limited Hardware Warranty.

No-Fault Extended Hardware Warranty
Our No-Fault Extended Hardware Warranty provides no-charge repair or replacement of VISTA body-worn cameras and select components due to defect or accidental damage.