| Pricing Type | Fixed-term support |
| Covered Period | 2 Year |
| Provided Support | New releases update, web/email/phone support, parts replacement |
| Service Characteristic | Parts |
| Service Type | Gold Support - Extended Service |
| Remote Onsite | Exchange (Parts Replacement) |
| Duration Hours | 1,752 hours (2 years) |
| Service Duration | 2 Year |
| Service Location | Remote / Vendor exchange |
| Service Description | Two-year Gold support with parts exchange and multi-channel technical support |
| Certification Vendor | SonicWall |
| Compatibility | Applies to supported hardware covered by the service |
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The package includes two years of Gold-tier assistance: phone, email and web support, access to new releases, and parts replacement via exchange to restore hardware function.
Parts are handled via vendor exchange processes: faulty units are replaced through OEM-managed logistics to minimize repair time and administrative effort.
Yes. The Gold support includes access to new releases and updates provided through the vendor's release channels for covered products.
Yes. Support incidents and status updates can be routed through existing ITSM processes; A5 IT will coordinate ticket handoff and provide case summaries for integration.
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