WatchGuard Firebox Customer Service and Technical Support

IT Manager at a engineering company
I don't think I have used WatchGuard's technical support. If I did, it might have been once. I haven't really needed it too much. As I said, they have some good YouTube videos that they put out themselves on setting up stuff. That's my first resource when I want to get into a new feature I'm not using. They've got pretty good notes in there, so when I update software on the device itself, I go through their installation guide or their admin guide for that version of the software and it's all pretty straightforward. It lays out the new stuff they changed and what you need to be aware of, so I haven't needed to bug them. View full review »
Joseph Jansen
IT Specialist at Art Students League
Tech support is everything for any product. WatchGuard's technical support is up there at eight or nine out of ten. That's really what you're looking for in a product; more than the product itself, it's that support. If it's not there, you can just frustrate yourself to death on solutions. WatchGuard is support is easily available and know what they are talking about. View full review »
Hiro Amano
IT Manager at Yamazen Inc
Technical support is really good. That's one of the best parts of this product. With Cisco, you have to transfer all over the place, but with WatchGuard there's a ticket system. When you open up a ticket, they are really responsive. Their response time is within a few hours. If you just log a ticket through the website, you get a response back within one to two hours. But if you call up, they respond really fast. And it's a real tech guy responding back. You go through all your details and you get answers right away. At times I have made an additional feature request and even I have forgotten that I requested it, but they keep following up. I have to say, "It's okay now, forget it." View full review »
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Jon Leib
Information Technology Specialist at a healthcare company with 51-200 employees
So far, I haven't needed to go to the solution's technical support. View full review »
IT Manager at Horizon Forest Products
The customer service is good. If we have an occasional issue there are helpful. They help us resolve problems. Overall, I'm pleased. View full review »
Richard Marcin
Sr. Systems Administrator at a individual & family service with 201-500 employees
The times I've used technical support it was excellent. View full review »
Joseph Redmond
Woodworker at Creative Woodworking NW
I would rate their technical support very highly. They are very knowledgeable. View full review »
I.T. Manager at a construction company with 201-500 employees
I haven't had to use their technical support in about seven years. View full review »
John Giacco
Network Administrator at Peace Bridge
I haven't used WatchGuard's technical support because it is an easy product to use. View full review »
Rick Phillips
IT Manager at IDI Distributors Inc.
Tech support has been good. It's gotten a lot better the past few years; it's very much improved. Twelve years ago it was the worst. Now, it's very good. They get back to me in a day if it's nothing critical. And I don't ever really have to escalate. They're pretty resourceful and understand their product. View full review »
Shaun Sheng
Technical Support at Dataworld Computer Center
Whenever I have a problem I contact the technical support and I normally have to wait at least a day for them to respond. I have opened approximately twenty tickets, and so far, all of them have been resolved. View full review »
John Rhines
Network Administrator at Advanced Software Designs
I haven't had to use technical support very often, but when I have they've been great. View full review »
Prepress/Systems Manager at a printing company with 51-200 employees
The technical support was good. Last year, I had an issue with one of the Fireboxes going down. It was overheated, because my server room became overheated and this fried it. However, the technical support was excellent. They got me a Firebox out as soon as possible, which helped me resolve the problem, getting it back up and running. They were great. View full review »
John Farmer
Manager/Senior Systems Administrator at a tech services company
The technical support is very good. View full review »
Ryan Baskharoon
Operations Manager at DLL Technologies
Their customer service is one of the best and is extremely knowledgeable about their products. They are very responsive when calling and or if they need to call you back. They have been a key part of this major installation. View full review »
Owner at
Our IT guy talks highly of the technical support, saying that they are pretty knowledgeable. He never complains about them. View full review »
COO/CTO at a pharma/biotech company with 11-50 employees
Yes, I had a positive experience with tech support. View full review »
Roman Laminin
Technical Consultant at Rainbow Security
The technical support is very good. I know only of one company whose tech support is better than WatchGuard's. View full review »
CFO at a tech vendor with 11-50 employees
The few times we have contacted Watchguard. They reply promptly without delays. View full review »
Chief Technology Officer at a tech services company with 11-50 employees
Find out what your peers are saying about WatchGuard, Fortinet, pfSense and others in Firewalls. Updated: September 2019.
371,917 professionals have used our research since 2012.
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