Warranty & Annual Support Options

Additional Technical Support & Warranty is now a license option. The Technical & Warranty Support is direct from Secure Computing.

Standard Support & Warranty

90 days of 24/7 phone support, and 12 months email support included with every SnapGear appliance. The customer receives one year of access to KB (Knowledge Base), firmware upgrades, advanced replacement hardware warranty, and level-1 web-based training. Support and Maintenance Renewals include 24/7 phone and email support (also to be purchased if 24/7 phone support is required for the first year).

After Secure Support and the customer have determined there is a hardware failure, Advanced Replacement services will ship a like or better replacement appliance from our nearest stocking location using next business day shipping service. If the hardware failure determination is made after 1:00PM local time at the nearest stocking location, the replacement will be shipped on the next business day. Due to in-transit shipping time variances around the world, please be sure to consider network contingencies to mitigate service outages such as high availability configurations and or cold spares.

Tech Support Upgrade and Renewal - 12 Months

SnapGear 24/7 phone and email Support and Maintenance, SG300, 12 Months, (does not include HW warranty extension). What this means:

Note: Support Reinstatement Fee: Customers who lapse their Support, hardware warranty or subscription agreement must pay one of the following reinstatement fees (per product) in addition to the amounts due for the months of lapsed service.

Hardware Warranty Extension - 24 months

One-Time Hardware Warranty Extension for 24 Months. (Must be registered before the initial 12 month warranty expires)

NOTE: You may also call L4 Networks as we are SnapGear trained on the products we sell. We have installed numerous SnapGear (Cyberguard) products in various configurations and applications. This includes VoIP, VPN, Branch Office, HQ sites, behind Cisco and other 3rd party Routers and more. Click here for further information. You won't find this level of experienced support at the box pusher Superstores!

Standard Warranty Fine Print

SnapGear, Inc., its parent, affiliates and subsidiaries, (collectively, "SnapGear") warrant your SnapGear product to be in good working order and to be free from defects in workmanship and material (except in those cases where the materials are supplied by the Purchaser) under normal and proper use and service for the period of one (1) year from the date of original purchase from an Authorized SnapGear reseller.

In the event that this product fails to meet this warranty within the applicable warranty period, and provided that SnapGear confirms the specified defects, Purchaser's sole remedy is to have SnapGear, in SnapGear's sole discretion, repair or replace such product at the place of manufacture, at no additional charge other than the cost of freight of the defective product to and from the Purchaser. Repair parts and replacement products will be provided on an exchange basis and will be either new or reconditioned. SnapGear will retain, as its property, all replaced parts and products. Notwithstanding the foregoing, this hardware warranty does not include service to replace or repair damage to the product resulting from accident, disaster, abuse, misuse, electrical stress, negligence, any non-SnapGear modification of the product except as provided or explicitly recommended by SnapGear, or other cause not arising out of defects in material or workmanship. This hardware warranty also does not include service to replace or repair damage to the product if the serial number or seal or any part thereof has been altered, defaced or removed. If SnapGear does not find the product to be defective, the Purchaser will be invoiced for said inspection and testing at SnapGear's then current rates, regardless of whether the product is under warranty.

L4 Networks is an Authorized Secure Computing/SnapGear reseller. Please contact L4 Networks for an RMA Number and return shipping instructions before shipping your unit to Secure Computing.