Frequently Asked Questions

How do I contact BorderWare Support?

BorderWare Support can be reached at:
Telephone:
North America: 1-877-814-7900
International: +44 20 8577 1024
Email: support@borderware.com

What are the hours of operations for BorderWare Support?

The BorderWare Support Team is available 24 hours per day, 7 days per week, 365 days per year to customers who have a valid support contract.

I would like to purchase a BorderWare Support contract. Who do I contact?

First year support is included in all product purchases. Some customers purchase 3 to 5 years support packages with their initial purchase. If you need to renew your Support Contract, please see next question "Who do I contact to renew my BorderWare Support Contract?".

Who do I contact to renew my BorderWare Support Contract?

Your BorderWare Support Contract can be renewed by contacting your Authorized BorderWare Reseller/Partner. If you are unsure who the Authorized Reseller/Partner is in your region, please contact BorderWare Sales at sales@borderware.com for assistance.

What am I entitled to receive with a BorderWare Support Contract?

BorderWare Support entitles subscribing customers to:

  • 24 x 7 x 365 Technical Support Services via telephone, web and email.
  • Hardware warranty on appliances (subject to the terms of the Hardware Warranty)
  • Upgraded versions of the licensed software, including software updates and software patches which include fixes and address specific bug or bugs
  • Access to restricted and privileged information, news bulletins and security advisories
See full listing of BorderWare Support Programs and Services.

Does BorderWare provide Product Training?

Yes, BorderWare offers end user and administrator training for customers. See Professional Services & Training for further details.

Where can I find product manuals and release notes?

If you are a BorderWare customer with a valid support contract, you can register to log in to our Technical Center to receive access to all of our technical documentation.

I am having difficulty logging in to the BorderWare Technical Center. Who do I contact to resolve the issue?

Problems logging in to the BorderWare Technical Center should be addressed to customer-care@borderware.com.

How can I obtain an evaluation version of a BorderWare product?

Please complete an Evaluation Request Form. A BorderWare representative will contact you shortly to make arrangements with you.

Where can I download new product releases?

If you are a BorderWare customer with a valid support contract, new product releases for BorderWare Security Platform is available at https://scgate.borderware.com/bsp and SteelGate/Firewall Server is available at https://scgate.borderware.com/fw.