I need help regarding Firebox and regarding customer support

NicoWGNicoWG
in Firebox - Hardware

Two main points
1. My client and I have encountered an issue with the firebox wiring and/or config and we may need some assistance into understanding it more comprehensively
2. When I raise a ticket, it always demands a serial number, whereas the device is currently being controlled by my client's email(s), this makes it hard for me to request and communicate tickets to Watchguard when my client requires assistance

Comments

  • Bruce_BriggsBruce_Briggs

    1. care to provide details of the issue

    2. Do note that in order to get WG support on a WG firewall, the firewall must have a support contract, which is why the serial number is required.
      One option is to have your client provide you the firewall serial numbers in advance so that you have them, or if you have access to them prior to their being issues on a particular firewall, you can obtain the serial numbers.

  • james.carsonjames.carson Moderator, WatchGuard Representative

    Hi @NicoWG
    Your client can add you as a contact under their account so that you have access to the same fireboxes (and serial numbers) in their account. This also allows you to see each other's support cases.

    See our policy here:
    (WatchGuard support requires all callers to be authorized)
    https://techsearch.watchguard.com/KB?type=Article&SFDCID=kA10H000000g4ykSAA

    -James Carson
    WatchGuard Customer Support

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