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SonicWALL TX210 Third Party Support Cost Resonable?

Posted on 2011-09-20
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Last Modified: 2012-05-12
EE,

Just a quick one I hope.

I have never had a hardware firewall/UTM, but now looking at the SonicWall TZ210 which all looks fine, so I need some help to see whether the additional third party support is reasonable, as I have little idea on the upkeep, hardware failure rate etc.

The reseller is offering additional support above SonicWalls @ £350 pa.

This adds:
Next Day Advance Replacement
Technical Phone Support Hours – 9AM to 5.30PM, 7 Days
2 Hour Initial Response Time
12 Hour Fault Diagnosis & Fix Time
24 Hour Change Response Time
Yearly Extended Warranty
Weekly Configuration Back Up
Installation of Firmware Upgrades as needed and requested
Firewall Management / Remote Support
Weekly Management Reports

Basically the main additional parts seem to be, replacement of faulty unit, management reports and firmware updating.

So how often do updates from SonicWall arise, and is it complicated  installing them?
Do these sorts of units fail often?
Are reports hard to get to/read locally?

Just trying to weight out my hours needed for the TZ210 maintenance. I'm a competent IT manager of a SBS of 20 users, so do my own client and server support currently.

Thanks for the input.
Joe
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Question by:joefolkes
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amatson78 earned 2000 total points
ID: 36573193
Upsates from SonicWALL can be frequent. A few a year at least. The hardware is pretty stable however being electronic things can happen and fail. Usually too late to do anything of you do not have some sort of coverage on it. As far and the diagnostic reports they are not hard to read and once you get used to them they become second nature. Of course we are always here too ;)

The hardware warranty and updates are the biggest reasons to consider a support contract.
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Author Closing Comment

by:joefolkes
ID: 36580958
Frequent updates sounds like I'll go for the support at least for the first yr, and see how i go.
Thanks.
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Expert Comment

by:amatson78
ID: 36581439
NP good luck with everything.
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