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home » support » Support from SmoothWall Telephone and Email Support from SmoothWall Limited Get in direct contact with an experienced SmoothWall support engineer, for advice on how best to use and configure SmoothWall products, as well as help resolve problems. Our support engineers have in-depth SmoothWall knowledge and are involved in the testing of all new products to ensure their knowledge is bang up-to-date. They work alongside the product developers at our Southampton offices, so that if they themselves have any questions they have direct access to the original software authors. Free Support for 30 Days All products include 30 days free support from the date of purchase of the software license, either by telephone or via our on-line Support Center. Any Support Incident outstanding from the initial 30 day free support period will continue to be serviced by email only. Purchase of a Support Contract provides continued technical support, by both phone and email, after the expiry of the 30 day free support period. Support Contracts Support contracts provide telephone and email technical support for a 12 month period as defined by the Service Level Agreement. Please contact the SmoothWall Sales Team (Phone: 1 800 959 3760, +44-(0)870 1 999 500 or email: sales@smoothwall.net) to discuss your requirements. Hardware Support and Warranty To safeguard against the unlikely event of a hardware failure, all UTM appliances include a one (1) year hardware warranty. The standard "Return to Base" (repair center/factory) warranty can be upgraded to provide "Advance Replacement", whereby a replacement appliance will be delivered to the customer before the original appliance is returned to the repair center, so minimizing down-time. Due to logistics reasons, Advance Replacement is not available in all countries. Supported Products The supported products list includes information about all SmoothWall products, including release dates, current versions, superseded versions and the dates when support for superseded versions ceased or is expected to cease. Terms and Conditions All support from SmoothWall is supplied subject to our standard Terms and Conditions of Business. Support Level Definitions See the following definitions for information about the support services that SmoothWall can provide dependant upon the time of day. Normal UK office hours: 09:00 to 17:00 hrs (GMT/BST) Monday to Friday (excluding UK public holidays) US support hours: 04:00 to 17:00 (EST/EDT) Monday to Friday (excluding US public holidays) Definitions: Product: Any product commercially supported by SmoothWall Limited (included both licensed and evaluation copies). Network Applications: Any application that needs to interoperate with SmoothWall product(s). Level 1 - Setup, Basic Configuration and Diagnostic Support SmoothWall technical support representatives will perform diagnostics services to identify any setup and activation difficulties affecting the SmoothWall product. Level 1 support will confirm that the SmoothWall product has been correctly installed, configured and activated. This level of service will consist of validating that the SmoothWall product has been activated in the SmoothWall databases and making sure that the customer has the correct configuration information. Level 2 - Networking and Compatibility Support SmoothWall technical support representatives will as far as is reasonably possible support network setup and any network related applications in regards to interoperability with the SmoothWall product. Support representatives will diagnose and attempt to resolve any issues related to the network and the applications interoperating with the SmoothWall product - but will not have responsibility for resolution involving changes to non-SmoothWall products. It may be necessary for the customer to contact other alternative support agencies for additional information regarding non-SmoothWall products. SmoothWall support representatives will attempt to provide as much information as possible regarding the possible solutions. Level 3 - Full Support SmoothWall Ltd technical support representatives will support all issues concerning the SmoothWall product or any issues seen as being related to the customer installed SmoothWall product. Support representatives will have full responsibility to diagnose and resolve any problems related to the SmoothWall product. Level 3 support includes, if necessary, replicating customer configurations in the support test lab in order for diagnostic purposes. All reasonable efforts will be made to find a resolution; however, additional support from other support agencies may be necessary and a fix can not be guaranteed, particularly where interaction with non-SmoothWall products is involved. Support representatives providing level 3 support will also have access to the software developers for in depth analysis of the issues in question.