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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 a hot spare unit available at your site or, in select areas, on-site support provided within four hours by a local technician (Level 5)3 
GET MORE INFORMATION

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
  • Hot spare available at your site2
  • On-site, local technician within four hours3 


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.

3 Four-hour on-site support by a local technician available (in select areas only). Please refer to Certainty Support Guide for details