Support Global Support Services

SonicWALL® Global Support Services are designed not only to keep your security infrastructure current, but also to react swiftly to any problem that may occur. However, that’s not enough to keep your network safe these days. So our support services also include crucial updates and upgrades, the finest technical support, access to extensive electronic tools and timely hardware replacement.

E-Class Support 24x7

Designed for customers with SonicWALL E-Class solutions, SonicWALL E-Class Support 24x7 delivers the enterprise-class support features and quality of service that enterprise companies require to keep their networks running smoothly and efficiently. SonicWALL E-Class Support 24x7 is an around-the-clock support service that includes:

• Direct Access - 24x7x365 access to a team of highly-trained senior support engineers
• Telephone/Email/Web-based Support - 24x7x365 telephone, email and Web-based technical support
• Software/Firmware Update - for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - for access to SonicWALL's electronic support tools

Dynamic Support

Designed for customers who need continued protection through on-going firmware updates and advanced technical support, SonicWALL Dynamic Support is available during normal business hours, or 24x7, depending on your needs.

SonicWALL Dynamic Support 24x7

Customers with mission-critical network requirements cannot afford downtime.  Available in one-, two- and three-year agreements, SonicWALL Dynamic Support 24x7 is an around-the-clock support service that includes:

• Telephone/Email/Web-based Support - for 24x7 technical assistance
• Software/Firmware Updates - for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - for access to SonicWALL's electronic support tools

SonicWALL Dynamic Support 8x5

Designed for customers who need advanced technical support and the additional benefits of on-going software and firmware updates, SonicWALL Dynamic Support 8x5 is available in one-, two- and three-year agreements that include:

• Telephone/Email/Web-based Support - for technical assistance during local business hours (8:00 am - 5:00 pm, local time, Monday - Friday)*
• Software/Firmware Updates- for all software and firmware updates and upgrades
• Hardware Replacement - Advance Exchange for replacement of defective hardware
• Support Tools - for access to SonicWALL's electronic support tools

*8:00 am - 5:00 pm local time is defined as follows:

• In North America: 8:00 am - 5:00 pm local time in the region where the product is registered
• In Latin America: 8:00 am - 5:00 pm local time in the country where the product is registered
• In Europe, Middle East and Africa: 9:00 am - 6:00 pm GMT +1
• In Asia Pacific: 8:00 am - 5:00 pm local time in the country where the product is registered
• In Japan: 5:00 pm - 2:00 am UTC/GMT

SonicWALL Comprehensive Global Management System (GMS)

For customers using SonicWALL Global Management System (GMS) to manage their distributed networks, there’s SonicWALL Comprehensive GMS. This umbrella support service delivers all the benefits of an E-Class Support 24x7 support contract for every appliance managed through a SonicWALL GMS deployment.  Not only that, Comprehensive GMS provides support and software updates for the GMS application itself. And, because you’re purchasing a single co-terminus contract, there’s only one expiration date for everything, simplifying management and administration while also removing the likelihood of lapsed support coverage.
Please note: SonicWALL E-Class, Email Security and third-generation solutions are NOT eligible for support coverage under a Comprehensive GMS support contract.

Support Policy Questions NOTE: Select a question to view or hide the answer.

Are SonicWALL products compatible with computers running Microsoft Windows 7?

SonicWALL is committed to providing our customers and partners with support for the latest technologies affecting SonicWALL security solutions. This includes Microsoft Windows 7. In advance of the general release, SonicWALL actively began testing our firmware, software and security services with Windows 7 and Internet Explorer 8 (IE8). Please review the SonicWALL Windows 7 Compatibility Web page for product-specific compatibility information related to Windows 7 and IE8.

How long is the Warranty Support coverage for my SonicWALL product?

Warranty Support is the initial support coverage that comes with new SonicWALL products. It provides for technical support, software and firmware updates, Advance Exchange hardware replacement and more. Please refer to the following table for information on Warranty Support periods by product.

Product Support	Warranty Support Period
TZ 100, 200, 210 Series	90 Days
NSA 240, 2400, 2400MX, 3500, 4500, 5000	90 Days
NSA E5500, E6500, E7500, E8500	N/A
UTM TotalSecure Solutions	N/A
SRA 1200, 4200 and SSL VPN 200	90 Days
SonicWALL Aventail EX6000, EX7000	N/A
CDP 110, 210, 5040, 6080	90 Days
ESA 3300, 4300, ES 8300 and 5000, 5000+ Users	90 Days
Other Email Security Solutions (Hardware & Software)	90 Days
TotalSecure Email Solutions	N/A
UMA EM5000	N/A
Secure Upgrade Plus Solutions	N/A

How long is the Hardware Warranty coverage for my SonicWALL appliance?

Hardware Warranty is the hardware coverage that comes with new SonicWALL appliances. It provides for hardware replacement should it be determined that the appliance is defective. In such instances, SonicWALL will replace the defective appliance via next business day shipment. The hardware warranty period is one year for all SonicWALL appliances.

Do SonicWALL support contracts include assistance with product and service installation and configuration?

SonicWALL's support contracts and Warranty Support provide technical assistance to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use and implementation on a limited basis. SonicWALL's warranty and support offerings do not include step-by-step installation or configuration of products or services. If you need installation or configuration assistance, SonicWALL will refer you to a certified value-added reseller or offer you one of our Professional Services.

Are SonicPoint wireless access points eligible for technical support?

Yes. SonicPoints are eligible to receive technical support from SonicWALL. In order to receive support, the SonicPoint must be associated with a managing SonicWALL firewall. Once this is done, the SonicPoint is covered under the active support contract of the managing firewall. If the managing SonicWALL firewall does not have an active support contract, neither the SonicPoint nor the firewall are eligible to receive technical support.

If I have two appliances that have been associated as part of a High Availability (HA) pair, does each appliance require its own support contract?

When two of the same appliance have been associated in an HA pairing, the primary appliance is required to have an active support contract.  The secondary appliance in the pairing, however, does not require a separate support contract.  Instead, it shares the support contract that has been activated on the primary appliance.

If I add an appliance with active support to my Comprehensive GMS contract, what happens to the remainder of the support period already on the appliance?

When an appliance is added to a Comprehensive GMS contract any remaining support, whether from an 8x5 or 24x7 contract, from a bundle that includes support such as Comprehensive Gateway Security Suite or from Warranty Support, is superseded by the Comprehensive GMS contract and removed.  The appliance is automatically covered under the governing Comprehensive GMS contract.

What should I do before opening a support case?

Before opening a support case you should:

• Use the online help. Every SonicWALL security appliance includes Web-based online help available from the management interface. Clicking the question mark button on the top-right corner of every page accesses the context-sensitive help for that page. Online help can get you the latest answers to frequently asked questions.
• Look in the latest release notes for your product to see if the symptoms you are seeing might be due to a known issue that has been resolved in a more recent version of the firmware.  If so, consider updating your firmware to see if it resolves the symptoms. You will need to have an active support agreement to download the latest firmware version for your product. You can find the latest release notes in the Support section of sonicwall.com.
• Check the product documentation. Read the Getting Started Guide and the Administrator Guide included on the Resource CD that comes with your SonicWALL solution. Or, you can go to the Support Reference Library on sonicwall.com to find a digital version (PDF) of the latest guide, technical note or FAQ you need.
• Perform diagnostics. The system diagnostics in the management interface provides a series of diagnostic tools to help you troubleshoot common network problems.
• If you are still unable to resolve the issue, please review this document prior to contacting SonicWALL, and have the following information ready:
  • The name and serial number of the appliance or software solution
  • Your first and last name
  • Your e-mail address
  • Your telephone number
  • A detailed description of the problem, including when the symptoms first occurred and how frequently they are occurring
  • The severity of the problem
  • A detailed description of the troubleshooting steps you have performed and the results of those steps
  • The firmware version currently running on the product
  • Any applicable log files, screen shots and error messages

How do I start a support case?

If your SonicWALL product is covered under the Warranty Support period or if you have an active 8x5 or 24x7 support contract that you purchased from SonicWALL or one of our partners, you should contact SonicWALL by calling the phone number listed on or Contact Support page or contact your SonicWALL reseller if they are authorized for support fulfillment on SonicWALL products. You may also open a support case through your MySonicWALL.com account.

If the Warranty Support period for your SonicWALL product has expired and you do not have an active support contract, you should contact your local SonicWALL reseller for assistance in purchasing a new support contract.  Once your product is covered under an active support contract you may open a support case.

If possible, you should contact SonicWALL from a location where it is easy for you to access the product.

What happens when I contact SonicWALL for a support claim?

When you contact SonicWALL to open a support claim you will be asked for some information about your product including the product name and serial number so that SonicWALL can confirm your product is still within a valid support period and identify the level of support to which you are entitled. SonicWALL will ask you to describe the symptoms that your product is experiencing and the troubleshooting steps you have already taken to determine the product is not functioning properly.  You may also be asked to provide some information about the product’s configuration and software/firmware version as well as your network topology and environment.

Upon receiving this information, SonicWALL will then decide if some additional troubleshooting steps are necessary to confirm the product is not functioning properly. SonicWALL will ask you to perform these steps and can answer questions you might have about how to perform the steps. In some instances, SonicWALL may ask you to upgrade to a more current version of software/firmware on your product as part of the troubleshooting.

In order to help minimize the impact of a possible failure, it is important that you assist SonicWALL with the troubleshooting. For example, if a symptom is actually due to a configuration issue and not a hardware failure, sending you a replacement appliance will not resolve the issue and may result in additional network downtime for you.

Once SonicWALL has determined that your product is having a failure covered under Warranty Support or a valid support contract, SonicWALL will send a replacement appliance to you through our Advance Exchange Return Material Authorization (RMA) process.

How long will it take to receive a replacement appliance?

In most parts of the world where SonicWALL sells products, SonicWALL can send your replacement appliance for delivery sometime during the next business day if your appliance is still within the Warranty Support period or covered under an active support contract. This is contingent upon SonicWALL confirming the product failure and processing the RMA order prior to the shipment cutoff time. To find out the specific shipment cutoff time for your location, please see the “Repairs and Returns” paragraph on the Guidelines and Policies page. In countries where SonicWALL can typically provide next business day delivery, there can be remote locations where delivery will take extra time, so please contact SonicWALL if you want to check on your location.

If your appliance is not within the Warranty Support period or under an active support contract but is still covered under the Hardware Warranty the appliance is required to be returned to SonicWALL’s factory for further evaluation before it can be replaced and shipped back to you. This process may take up to seven or more days to complete.

What happens after I receive the replacement appliance?

Warning: When removing or installing an appliance, follow the general installation safety instructions provided in the Getting Started Guide and Administrator’s Guide that shipped with the appliance to avoid injury or damage to the unit.

After you receive the replacement appliance you need to remove the defective appliance and install the replacement unit. You should also verify the replacement appliance has the appropriate software/firmware level loaded and, if applicable, restore the configuration onto the replacement appliance.

Be sure that you remove any accessories, cables and cords that you may have installed in or attached to your appliance before returning the defective unit to SonicWALL. Examples include power supplies (both primary and redundant), modules for a chassis appliance, network and serial cables, power cords and mounting brackets. Refer to the Getting Started Guide and Administrator’s Guide that shipped with your appliance for details on removing accessories, cables and cords.

If you have questions about how to remove or install a part, or if the same or other failure symptoms occur after you replace the appliance, please contact SonicWALL and reference the case number previously given to you.

You must return the defective appliance to SonicWALL, usually in the same box in which you received the replacement unit. The replacement appliance will include instructions for returning the defective appliance to SonicWALL. Shipping is paid by SonicWALL. Make sure that the RMA number is included with your shipment and that you return the defective appliance to SonicWALL within 30 days. After 30 days you will be billed the retail price of the new appliance if the defective appliance has not been returned to SonicWALL.

Will the replacement appliance I receive under a support claim be identical to my original appliance?

SonicWALL may repair or replace SonicWALL appliances with:

• New appliances
• Appliances equivalent to the appliances being repaired or replaced but that have been subject to prior use or repair
• Appliances containing remanufactured parts equivalent to new in performance
• Appliances of like or better features and functionality in the event the original appliance has reached obsolescence

What is the hardware warranty for the replacement appliance?

The repaired or replaced appliance is covered under the same Hardware Warranty terms and conditions as the original appliance or the remainder of any active support contract, whichever is longer. See “How long is the Hardware Warranty coverage for my SonicWALL product?” above for information on Hardware Warranty period lengths.

Are my hardware warranty and support contract still valid if I relocate my product to another country?

If you relocate your SonicWALL product to another country, you can receive the destination country’s standard Hardware Warranty as well as any remaining days of an active support contract for the product if SonicWALL markets or supports the product in that country. Hardware Warranty and support coverage may be limited or denied in situations where the local government restricts the sale or operation of the product or if the service is prohibited in the country.

If I sell my product to someone else, will they be entitled to the remainder of the hardware warranty and support contract?

If you transfer your SonicWALL product to another user, the remaining days of Hardware Warranty for the product are available to that user until the Hardware Warranty expires. With written consent by SonicWALL, if you transfer an active support contract for the product to another user, the remaining days of the active support contract for the product are available to that user until the support contract expires. You may not assign the support contract to another user without written consent from SonicWALL and any attempted assignment without SonicWALL’s consent shall be null and void.

Is my hardware warranty coverage affected if I use a third-party product with my SonicWALL product?

SonicWALL’s Hardware Warranty does not apply to defects resulting from customer- or third-party-supplied software, interfacing or supplies, nor from improper use or operation outside the specifications for the product.

If you are experiencing an issue with a SonicWALL product, SonicWALL may request that you temporarily remove the customer or third-party software, interfacing or supplies to determine whether or not it is causing or contributing to the defect.

Is my hardware warranty coverage affected if I modify my SonicWALL product?

Yes, if the modification is not authorized by SonicWALL. As stated in the “Exclusions and Limitations” paragraph of the Support Services Licensing Agreement, SonicWALL is not obligated to repair or replace a product that has been damaged due to unauthorized modification, maintenance or repair.

Does my hardware warranty coverage apply to damage caused by lightning strikes?

No. A lightning strike can cause damage by direct means or indirect means. For example, the product may be damaged due to a direct strike or it can be damaged due to transients from strikes elsewhere in your infrastructure traveling into the product through the power cord or over copper-based cabling connected to one or more interfaces on the product. Damage can result from high heat, acoustic shock waves, arcing, high current and transient voltages among other things.

These lightning-induced causes involve environmental conditions that are outside of the published environmental specifications for the product and resulting defects are therefore excluded form coverage as stated in the “Exclusions and Limitations” paragraph of the Support Services Licensing Agreement.

Does my hardware warranty coverage apply to damage caused by power surges, power outages or similar events?

No. When a power surge or power outage occurs, or when power is restored after an outage, your SonicWALL product might be subjected to current and/or voltage that is outside of the published environmental specifications for the products. Because your SonicWALL Hardware Warranty does not apply to defects caused by the product being operated outside of published environmental specifications such as the voltage range, this kind of damage is excluded form coverage as stated in the “Exclusions and Limitations” paragraph of the Support Services Licensing Agreement.

Can I get assistance on my product from SonicWALL for situations that are not related to a hardware warranty claim?

Yes. Go to the main Customer Support page to read frequently asked questions (FAQs), download the latest software and firmware updates, download the latest product manuals and view a variety of information in our Knowledge Portal.

If you have questions that you are unable to answer with this information, you can log into the SonicWALL Customer Support Portal using your MySonicWALL.com account information and submit a Service Request online or you can contact SonicWALL by calling the phone number for your region listed on the Contact Support page. Online and phone assistance is for product-specific questions on product features, capabilities and specifications, and basic configuration and troubleshooting. If your product is covered under Warranty Support or by an active 8x5 or 24x7 support contract, there is no charge by SonicWALL for using this service. Refer to the Support Services page for hours of operation for telephone support.

Advanced topics including network design, consultation and configuration recommendations are not available through this online or phone service, however they are available through other services from SonicWALL or your local SonicWALL reseller. Please see the next question for additional information on services offered by SonicWALL.

Where can I go to find more information on services that SonicWALL offers for my product?

For more information on support services for SonicWALL products, please visit the Support Services page. For information on consulting services for SonicWALL products, please visit the Consulting Services page. You can also contact your local SonicWALL reseller who can provide information on SonicWALL services as well as their own services.

SUPPORT SERVICES AGREEMENT

THE FOLLOWING ARE THE TERMS AND CONDITIONS UNDER WHICH SONICWALL, INC. (“SONICWALL”) AGREES TO PROVIDE SUPPORT TO YOU, (“CUSTOMER”) FOR CERTAIN INTERNET SECURITY APPLIANCES, FIRMWARE AND SOFTWARE.

Definitions

For the purposes of this Agreement, the following definitions shall apply:

“Customer Support Center” or “CSC” means a SonicWALL-authorized location where service requests are routed for telephone or electronic mail technical support and problem resolution.

“Support Engineer” means a SonicWALL-authorized technician who provides support services under this Agreement.

“Effective Date” means the date of purchase of the Support Services.

“Local Time” means the local time at the facility where the Product is registered.

“Principal Period of Maintenance” or “PPM” means the Local Time hours of coverage specified on the Service Product Description.

“Product” means the SonicWALL network security, email security, secure remote access or backup and recovery appliance, associated firmware, software and security services.

“Resolution” means that SonicWALL has provided the Customer with a workable solution for the problem or question submitted.

“Term” means the length of the support agreement.

“Territory” means the location or locations in which Products are registered.

“Third-party Product” means a hardware device or software product produced by a company other than SonicWALL.

"Updates" means new releases of the software or firmware supported under the terms of this Agreement.

Terms of Service

Territory
The agreement covers the SonicWALL products described in the applicable product invoice or product documentation.

Term
The agreement is valid for the term described in the applicable product invoice or product documentation.

Deliverables

Principal Period of Maintenance
Support is provided during the hours described in the applicable Service Product Description, product invoice or product documentation.

Telephone, Email and Web-Based Support
SonicWALL provides technical assistance during coverage hours by telephone or through electronic mail (email) or Web-based support tools. A SonicWALL technical specialist will work with a Customer Representative remotely to diagnose and identify software and hardware not performing to documented specifications. Support also includes general assistance regarding use on a limited basis.  Web-based support includes interactive communication with a SonicWALL Support Engineer. SonicWALL also provides general assistance regarding use and documentation on a limited basis. Please note: Support in the Americas and Asia Pacific is provided in English only.  In EMEA, support is provided in English, French, German, Italian and Spanish. In Japan, support is provided in Japanese.

Hardware Service
These services include the repair or replacement of failing hardware returned to SonicWALL’s factory. The replacement product may be new, or like-new. In the event of product obsolescence, SonicWALL reserves the right to replace failing product with a product of like or better features and functionality.

Upon diagnosis of a hardware failure, SonicWALL’s Support Engineer will issue the Customer Representative with an RMA number and provide him/her with instructions for returning the failed hardware to SonicWALL. SonicWALL will ship a replacement unit to Customer. Customer is responsible for returning the failed unit to SonicWALL within 30 days or Customer will be charged the full retail price of the product.

Replacement units will be shipped from SonicWALL’s facilities in Fremont, California or from Bedford in the United Kingdom for units registered in EMEA.
 
SonicWALL will not accept failed units without a valid RMA number.

Software/Firmware Support
SonicWALL will log, track, prioritize and resolve software, firmware and/or documentation bug reports and enhancement requests for software/firmware support under this agreement.

Security Services Support
SonicWALL will provide telephone and Web-based support for appliances based upon the contracted principal period of support. Support for subscription services, such as Gateway Anti-Virus, Anti-Spyware and Intrusion Prevention and Content Filtering, are provided for the length of the subscription services contract for that service. Subscription services support does not include issues related to the operation of the appliance, firmware or software updates/upgrades or hardware replacement.

Enhanced Escalation
This agreement includes priority escalation based on problem severity.

SonicWALL uses the following priority levels to determine escalation planning:

Priority 1
The customer’s production network is down, causing critical impact to business operations if service is not restored quickly. No work around is available.
Response Time: 0-4 hours

Priority 2
The customer’s production network is severely degraded, impacting significant aspects of business operations. No work around is available.
Response Time: 4-8 hours

Priority 3
The customer’s network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
Response Time: 24-48 hours

Priority 4
The customer requires information regarding product capabilities, installation or basic configuration.
Response Time: 48+ hours

Software/Firmware Updates
All software and firmware maintenance releases and updates are included in this agreement. SonicWALL will notify Customer via electronic mail of new updates. The updates will be delivered exclusively via the Web.

Support Tools
This agreement includes unlimited access to SonicWALL’s Web-based support tools, including FAQs, documentation and Knowledgebase systems.

Customer Responsibilities for Support Services

It is the Customer’s responsibility to:

Provide complete information to and cooperate with the Support Engineer in resolving the problem Customer is experiencing. Information required by the Support Engineer may include, but not be limited to, the type of hardware you are using, the complete text of error messages and description of the problem for which you seek support and additional software or hardware you are using that falls outside the scope of coverage of this Agreement. Customer understands and agrees that the completeness and accuracy of the information provided to SonicWALL may affect SonicWALL’s ability to assist you.

Cooperate with the Support Engineer to resolve the problem you are experiencing. Among other things, the Support Engineer may require that you reload firmware or configuration information in order to diagnose problems.

Maintain the equipment in a location that conforms to the environmental conditions required of the SonicWALL product.

Exclusions and Limitations

This Service Agreement is valid during the Term and in the Territory only.

Support Services are strictly limited to telephone and electronic support only. Customer acknowledges and understands that no software is perfect or error-free and that, despite its commercially reasonable efforts, SonicWALL may be unable to provide answers to or resolve some or all requests for software support. SonicWALL makes no promises, guarantees or assurances of any kind that it will be able to provide resolution to problems that you report. Support Services will be provided only on the official current release, and the most recent prior release, of the firmware or software.

SonicWALL support contracts and warranty support do not include the following:

• Step-by-step installation or configuration of SonicWALL or third-party products or services
• Step-by-step assistance with configuration migrations, product upgrades or general solution provider services
• General network maintenance
• On-site or Professional Services
• Modification of firmware, hardware, products or services

If a Customer needs installation or configuration assistance, SonicWALL will refer the Customer to a certified value-added reseller or offer one of SonicWALL’s Professional Services

Installation, deinstallation, configuration or relocation services are not covered by this Agreement. SonicWALL is not obligated under this Agreement to repair or replace
(i) Product that has been Damaged by abuse, accident, act of God, external causes, misuse, misapplication, improper installation or shipment or the like; or
(ii) Product that has been modified or on which the serial number has been removed or altered.

SonicWALL is not obligated to repair or replace product damaged by accident, catastrophe, neglect, theft, misuse, transportation, modification, unauthorized maintenance, or damage from faulty external factors (e.g. electrical power, temperature or humidity).

Warranty Disclaimer

IN CONNECTION WITH THIS AGREEMENT, SERVICES RENDERED HEREUNDER AND PARTS SUPPLIED PURSUANT HERETO, SONICWALL MAKES NO WARRANTY, EITHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, OR NONINFRINGEMENT. SONICWALL’S SOLE OBLIGATION AND CUSTOMER’S SOLE REMEDY SHALL BE LIMITED TO SONICWALL’S REASONABLE COMMERCIAL EFFORTS TO REPAIR OR REPLACE ANY DEFECTIVE PRODUCT.

ANY SOFTWARE FURNISHED TO YOU HEREUNDER ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED, IMPLIED, STATUTORY OR OTHERWISE INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, OR NONINFRINGEMENT.

Limitation of Liability

SONICWALL’S LIABILITY IN CONNECTION WITH THIS AGREEMENT, RENDERED HEREUNDER WHETHER FOR BREACH OF CONTRACT, TORT, OR OTHERWISE, SHALL BE LIMITED TO A REFUND OF THE PRO RATA CHARGES PAID FOR THE SPECIFIC SUPPORT SERVICES INVOLVED IN THE CLAIM, OR $1000, WHICHEVER IS LESS. SONICWALL SHALL NOT BE LIABLE TO CUSTOMER NOR TO ANY THIRD PARTY FOR SPECIAL, CONSEQUENTIAL, INCIDENTAL OR INDIRECT DAMAGES OF ANY KIND (INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, USE, DATA, SOFTWARE, GOODWILL OR PROPERTY DAMAGE), WHETHER FORESEEABLE OR NOT, EVEN IF SONICWALL HAS BEEN ADVISED OF THE POSSIBLITY OF SUCH DAMAGES, ARISING OUT OF OR IN CONNECTION WITH THE INSTALLATION, ACCEPTANCE, PERFORMANCE, POSSESSION, OPERATION OR USE OF THE PRODUCT, HARDWARE, SOFTWARE OR SERVICES FURNISHED HEREUNDER.

General Provisions

 (a) Force Majeure. SonicWALL shall not be liable for its failure to perform its obligations under this Agreement for causes beyond its reasonable control.
 
 (b) Governing Law. This Agreement shall be governed by and interpreted in accordance with the laws of the State of California, excluding its choice of law rules. In the event that any dispute or controversy between the parties arises out of or is related to this Agreement, and/or the performance or termination thereof, such dispute or controversy shall be subject to the exclusive jurisdiction of the California state courts in and for Santa Clara County, California (or, if there is federal jurisdiction, the U.S. District Court for the Northern District of California) and the prevailing party shall recover all of its costs, including reasonable attorneys’ fees.

 (c) Transferability. Customer may not assign this Agreement without written consent from SonicWALL and any attempted assignment without SonicWALL’s consent shall be null and void. SonicWALL may assign its right and obligations under this Agreement to a third party.
 
 (d) Complete Agreement; Amendments. This Agreement is the complete and exclusive agreement between Customer and SonicWALL regarding Support Services of your Product(s) and supersedes all proposals, oral or written, all negotiations, conversations or discussions between the parties relating to this Agreement or industry custom.

 (e) Unenforceable Provisions. If any term of this Agreement is found to be illegal or unenforceable, the remaining portions of this Agreement shall remain in effect.

Compliance with Export Control Laws and Regulations. The Products, the Operating System, the Software Services and the Hardware Services are subject to the export regulations of the United States, including but not limited to regulation under the U.S. Export Administration Regulations. Customer agrees that you will not directly or indirectly export, re-export, transfer or disclose any Product except in strict compliance with applicable U.S. laws and regulations.