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Recovery Procedure : Failed Switch

Hello wonderful person.

Would you kindly explain the recovery procedure for a SonicWALL integrated switch?

What guarantees does SonicWALL provide around replacement in the event of a H/W failure?

Given the expensive warranty I'm expecting that this has been thought through with supporting documentation?


Thanks!

Category: Switches
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Answers

  • guess not.

  • AjishlalAjishlal Cybersecurity Overlord ✭✭✭

    Hi @Halon5

    Please see the general Warranty & support policy.

    https://www.sonicwall.com/support/support-services/#toggle-id-4

    SonicWall warranty and support agreements provide technical assistance during standard coverage hours, typically 8×5 or 24×7. A SonicWall technical specialist will work remotely with you 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.

    Warranty and support agreements provide for replacement of failing hardware returned to a SonicWall 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.

  • Hi @Ajishlal ,

    Thanks for your response. Unfortunately that doesn't really answer my question. I am well aware of the warranty and support policy that is marketed. For your information we are a trained SonicWALL MSSP and a partner of some 15 years.

    There seems to be little documentation to support the new SonicWALL switches. I'm trying to understand whether we will continue to sell this unit if there is no proper support of it ,its configuration and it's re-cover-ability. We have done some deployment of it already but we have noticed some shortcomings.

    So, if this integrated switch fails. What support does the software provide to recover the configuration to a replacement unit? Where are the documented procedure(s) We will happily execute them. We are quite capable.

    In what timeframe does SonicWALL expect to provide a replacement unit? Are they guaranteed? By Whom?

    We cant get any straight answers out of distribution or the regional SonicWALL regional representatives other than "you are better to buy two". LOL.

    This really needs to be answered by someone on the switching team.

    Please understand that if one of these switch fails we expect that we will want to ALREADY KNOW WHAT TO DO AND HOW LONG IT WILL TAKE TO GET OUR CUSTOMER WORKING AGAIN. We won't be able to hide behind any warranty and support articles.

    S.

  • AjishlalAjishlal Cybersecurity Overlord ✭✭✭

    Hi @Halon5

    Since you are 15 Year old partner, As you know about the SonicWALL RMA procedure for the H/W replacement. The SonicWALL RMA policy is regardless of the product which is having the 24X7 Support subscription. (Except EOL Product's)

    Repair & Return Policy

    "Contact SonicWall Customer Support Center if you think you have a hardware problem. The support specialist will log your case and determine with you whether a replacement unit is required. If so, you will be provided with a Returned Material Authorization (RMA) number for your reference. SonicWall will ship you a replacement unit via pre-paid, next business day airfreight to the address that you specify. Routine RMA orders are filled on the day that they are received if the RMA is processed before 12:00 p.m. PST (1:00 p.m. GMT in Europe). You may be asked to provide a credit card number or billing authorization to secure the return of the defective unit to SonicWall. In Europe, an RMA Purchase Order Fax form can be used instead of a credit card. In certain regions or countries, RMA Services are facilitated via certified SonicWall resellers or partners.

    SonicWall will automatically transfer the registration information and subscription services to the replacement unit. The replacement unit will include instructions for returning the defective unit to SonicWall. Shipping is paid by SonicWall. Please make sure that the RMA number is included with your shipment and that you return the defective unit to SonicWall within 30 days. After 30 days you will be billed the retail price of the new unit."

    NB: If this is for Data Center, always keep one standby or stack switch for the HA & business continuity.

  • Hi @Ajishlal ,

    I am of course fully aware of the provided RMA procedure. In reality, we usually get some poor response from a Level 1 tech who is not able to authorize such RMA so it goes on for days before we finally get the RMA number(probably after complaining to distribution and so on. Then it may well be shipped from overseas(was the last time) since distribution wont take one out of stock. The last time it was days if not weeks before it was approved. If we waited till SonicWALL replaced the damn things we would have lost customer(s) long ago. So unfortunately it never works that way in this country at least. Certainly not in many many years.

    Also, that still doesn't answer my question around configuration management.


    Let's consider that the customer is down.

    I manage to get another switch (probably out of stock) since we cannot trust SonicWALL to replace it in a timely fashion.

    Then, I need to recover the configuration...


    Question I am asking here is to options around the recovery of the unit and perhaps as to any plans going forward and expectations.

    For example..

    The SonicWave's really are a breeze to replace. You just plug them in and they go!


    What can we expect to see in the event of a switch replacements? Anything?


    They are tightly coupled with the firewall when VLAN's and so on are in use so they become kind of "mission critical".


    S.

  • AjishlalAjishlal Cybersecurity Overlord ✭✭✭

    Hi @Halon5

    Regarding the switch configuration, As I understood that the configuration you applied on the switch such as VLAN, Voice VLAN or QoS all are saving in Firewall since the switch is coupled with the Firewall & all configuration/changes done through the Firewall GUI, the configuration must be saved in the firewall settings.

    I have to check how to provision the existing switch configuration from the firewall to the new switch.

    NB: SonicWALL must be provide in-depth training / documentation to partners and the premium customers to avoid this kind of the situation.

  • Halon5Halon5 Newbie
    edited September 28

    Hi @Ajishlal ,

    Well, a VERBOSE answer in the form of a document would be useful.

    I would expect a GUIDE and a REFERENCE at least, that would include GMS / NSM integrations and other production scenarios which may arise involving multiple switches daisy-chained and so on.

    We really are interested in following what the vendor intended. There just isn't much there, so far anyway.

    Stephan.

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