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Technical Support 

Radware offers technical support for all of its products through the Certainty Support Program. This worldwide program has five levels; each adds incremental value and includes a different configuration. The highlights include

  • Software updates including new features and maintenance releases
  • Business day access to services and documentation at the Technical Support Center via Web, email or phone (24 hours a day, 365 days a year).
  • Security Update Service (SUS), an ongoing security filter update and monitoring service to protect against the latest application security threats
  • Hardware maintenance
    • Extended standard hardware warranty after expiration of the initial term for all units covered under the program (Levels 1, 2)
    • Next business day replacement of failed hardware (Levels 3, 4, 5)1
  • On-site support
    • Next business day on-site support provided by a certified Radware engineer (Level 4)
    • Either on-site support provided within four hours by a third-party technician or a hot spare unit available at your site (Level 5)
Get Support

All elements are combined into an assortment of support packages to meet the varying technical needs in the market. Support is available on a per unit basis.

Level Software Updates Support SUS Hardware Maintenance On-site Support
1 New Features and Maintenance Releases 5 days a week, 8 hours a day (in your local time zone) No Extended standard warranty No
2 New Features and Maintenance Releases 7 days a week, 24 hours a day Yes Extended standard warranty No
3 New Features and Maintenance Releases 7 days a week, 24 hours a day Yes Next business day replacement1 No
4 New Features and Maintenance Releases 7 days a week, 24 hours a day Yes Next business day replacement1 Next Business Day Certified Radware Engineer
5 New Features and Maintenance Releases 7 days a week, 24 hours a day Yes Next business day replacement1
  • On-site third-party technician within four hours.
  • Hot spare available at your site2


1See Certainty Support Guide for availability of next business day replacement.

2 Requires the purchase of at least four similar units with Certainty Support Level 5. Similar units are the same product with a common hardware configuration (platform and port configuration). FireProof® and LinkProof® can be considered a common product. CertainT 100 units are not eligible for the Spare Unit On-site Option.