IP Appliance Customer
Frequently Asked Questions

General

1. What is being announced? Check Point announces the availability of the IP Appliances integrated with the innovative R70 software blades as a single hardware and software solution with a single price. This along with the new support plan at lower rates drives a lower Total Cost of Ownership (TCO).
2. What are the integrated Check Point IP appliances? The new IP appliances are the former Nokia carrier-grade hardware integrated with Check Point latest software developed, manufactured and supported by Check Point as a single solution with a single support point of contact.
3. How does this announcement affect Check Point's appliance strategy? Check Point expands its security portfolio with the IP appliance line and will continue to support all three lines of appliances to provide customers and partners with the industry's most comprehensive line of security appliances to meet the expectations of the diverse customer requirements globally.
4. Can I buy Check Point IP appliances without integrated software? The ability to buy hardware only without the software included will be available only until June 30, 2009.
5. It appears the naming convention for the Check Point IP appliance has changed. Why? The Check Point IP appliances are named based on the R70 based software blade architecture. For example, on the Check Point IP 1285 the last digit reflects the number of software blades included with the appliance. The blades preloaded on the IP1285 include firewall, VPN, IPS, advanced networking, and acceleration and clustering software blades. This is exactly the same naming convention as for the UTM-1 and Power-1 appliances.
6. What models are available? The IP appliance models are: IP295, IP395, IP565, IP695, IP1285, and IP2455.
7. Which software versions are supported on the integrated Check Point appliances? The IP appliances will include a dual image giving customers the choice to run the latest Check Point R70 release based on the innovative software blade architecture or the NGX R65 version.
8. Do all the Check Point IP appliances run with R70? Today IP695, IP1285 and IP2455 support R70, in Q3 2009 all IP appliances will support the latest release.
9. What optional software blades are available to add-on to my IP appliances? The optional software blades available today for the IP appliance series are Web Security and VoIP.
10. Where can I find more information, such as technical specifications for the integrated IP appliances? Technical details for the IP appliances are available on the Check Point web site found on the IP Appliances page.
11. Are IPSO, Horizon Manager and Accelerated Data Path (ADP) service module still available from Check Point? Yes – support for IPSO, Horizon Manager and ADP service module continue to be available.
12. What happens to the IP60 appliance? The IP60 appliance is the same product as Check Point UTM-1 Edge (same hardware- except for branding-, same software). Therefore moving forward, Check Point will consolidate these offerings into the UTM-1 Edge appliance.
13. What is the future of the IPSO operating system? Check Point's offerings today include three lines of appliances - UTM-1, Power-1 and IP appliances - running on two strong operating systems: IPSO and Secure Platform (SPLAT). In the future, Check Point will combine the best of both technologies to produce an integrated security gateway operating system, benefitting customers with richer and better functionalities and a smooth migration. The new integrated operating system combining SPLAT and IPSO functionalities will run on all Check Point appliances (UTM-1, Power-1 and IP appliances) as well as on open servers. A more specific roadmap will be available shortly.
14. Can the Secure Platform operating system run on the IP appliances? In the future, the integrated operating system combining both SPLAT and IPSO functionalities will run on all lines of appliances (UTM-1, Power-1 and IP appliances) as well as on open servers.
15. Are there any restrictions on the number of users in the license that is included with the IP appliances? The license is unlimited. For the IP295, IP395 and IP565 there is a recommended number of users based on network design and sizing purposes based on performance capabilities of systems in real production environments.
16. Are there any changes to the basic configurations? Yes. Now all IP appliances include IPS functionality with the IPS software blade.
17. Are there any upgrade incentives for end users to adopt the Check Point integrated IP appliances? An existing IP customer may trade-in their older IP appliance for the new integrated IP appliance, with a discount of up to 25% of the value of the new IP appliance as well as an additional $1,000 off. In addition we are including the first year of IPS software blade updates subscription providing customers with better value and lower TCO.

Support Programs

18. What changes is Check Point making to the support program? Check Point’s updated support program provides one support interface with extended capabilities. Our comprehensive and flexible appliance support offerings include enhanced service level agreements (SLA) for our partners and customers. Check Point’s is extending its onsite offering and adding new support plans for appliance onsite support. The latest changes also include improved product life cycle and new hardware warranty policies.
19. How do these changes benefit customers? Starting June 1st all Integrated IP appliances will enjoy new Check Point appliance support rates which provide customers with attractive costs savings. Customers will also enjoy the new appliance onsite programs from Check Point. Finally, the new warranty policy will enable customers under support to get hardware warranty for without any additional costs.
20. Where can I find more information? Additional information on Check Point Support Programs is available from your Channel/account Manager or you can click here for Check Point’s Security Appliances Support Programs.
21. Will customers be able to change their support program? Customers will be able to upgrade their existing support program by choosing a program from Check Point's IP Appliance support renewal plans. After choosing the new program, they will need to obtain a support quote via the Check Point User Center.
22. For customer with existing IP Hardware installed base, what will the renewal support rate? Check Point will honor the existing commitments and existing Access / Essential support plans until they expire. Former IP Series HW support programs will be available only as renewals of existing IP series HW only installed base. A quote can be obtained using the Check Point User Center quotation tool.

Hardware Warranty

23. What is the Hardware warranty for Check Point appliances The hardware warranty is for a period of one (1) year from the date of Appliance activation. If the Appliance has not been activated, the warranty will be valid for fifteen (15) months from the date Check Point shipped the Appliance.
24. What does the warranty cover? Check Point warrants that the hardware components of the hardware products shall be free from material defects in design, materials, and workmanship and will function, under normal use and circumstances, materially in accordance with the documentation provided with such Hardware Products for a period of one year.
25. Can the warranty be extended? At the end of the first year of warranty, Check Point will provide RMA Services to all Appliances covered with active support contract. The standard one-year hardware warranty can not be extended but as long as customer buys service the hardware is covered.

Support Life Cycle

26. What are the appliance support life cycle guidelines? A Check Point Appliance Life Cycle policy is defined here. The complete list of supported Software versions and supported Hardware appears on the Check Point Web site and is updated periodically. Customers are advised to take advantage of the detailed lists, and review in a timely manner to plan their architecture development accordingly.

Service License Agreement (SLA)

27. What’s included in the new service license agreement (SLA)?For the complete and detailed information of the SLA, please click here.
28. How is the onsite support provided?Onsite delivery of hardware replacement and basic installation services is delivered by a Check Point certified onsite support partners, either by ACE partners or by certified 3rd party vendor.
29. In which locations can I get onsite support?Onsite support is available in over 250 locations worldwide. If your location is not near one of our existing sites, please contact onsite@checkpoint.com and we will look for a solution that suits you best.
30. How will the new program improve the RMA process?Check Point maintains a global inventory of replacement parts in order to meet our different service level agreements. In addition to the major stocking hubs in the U.S., APAC, Europe, and Israel, we have spares strategically located in over 250 parts depots throughout the world serving both our regular RMA SLAs as well as our advanced On Site services.
31. How will Check Point meet the SLA in countries with custom delays?Check Point has opened special hubs in Brazil, Mexico, China and India in order to expedite delivery to its Premium customers. Customers in other locations should allow for additional transit time due to international customs clearance.
32. Will the new programs be available on the online quoting tool in Check Point user center?Yes. The online quoting tool in Check Point user center is updated with the new support programs. The quote will contain a separate table for Software products with an account rate and second table for the appliance and the relevant reduced support rate.
33. Is the Return and repair service for former faulty IP Appliances still available?No, at the end of the 1st year warranty, Check Point will provide RMA Services to all Appliances covered with active support contract.

Accessories

34. How will the support be calculated to my appliance accessories?All appliance accessories moving forward will be attached to an appliance, therefore their support rate would be with accordance to the appliance support rate (account rate or reduced support rate). In case of an accessory not attached to an Appliance, it will get the regular account rate.

Pricing

35. What will be the pricing for the new programs and new SKU’s?For the program pricing and additional information please click here to Check Point Price List.

Enterprise Diamond and Diamond PLUS

36. What is Enterprise Diamond Support?Diamond & Diamond PLUS support is Check Point’s highest support SLA. It is an annual subscription service that provides an expert designated support engineer who creates a personalized direct service partnership with customers’ support team, and is committed to delivering comprehensive support to meet critical needs quickly and efficiently. For more details please go to Enterprise Diamond Support
37. What are the benefits of Enterprise Diamond Support?
    • Designated Enterprise Support technical engineer for all support needs
    • Coordination of all Check Point resources, including R&D for fast problem resolution and implementation of best practices.
    • Weekly calls to manage all on-going issues and quarterly service reviews
    • “Expert” level access to SecureKnowledge
    • HF to HFA with high-priority
    • Accelerated hardware replacement policies
    • 4-10 onsite days; 2-6 half-day phone consultation sessions (Note: The exact amount is per account size, see click here
38. What are the additional benefits of Enterprise Diamond PLUS Support?
    • A designated, regionally-based focal point for all technical aspects of security deployment
    • Up-to 20 additional onsite days and up-to 70 additional off-site days that can be used to augment security staff, eliminate problems before they occur and improve the overall satisfaction for security & networking deployment. (Note: The exact amount is per account size, click here for more information)
39. Will the Technical Account Manager program continue?Yes. The Technical Account Manager program will continue. Advanced Technical Account Management is a new annual subscription service that provides a designated regionally-based Technical Account Manager who will deliver a flexible suite of services to end-users. The Advanced Technical Account Management Service includes up to five (5) days of dedicated support at the customer’s site and up to forty (40) days of dedicated support delivered remotely from a Check Point location.

    The specific deliverables during this time may include any combination of the following activities:

    • Enhanced proactive account management
    • Operations assistance and review
    • Design review
    • Test lab topology setup and testing assistance
    • Support Planning
    • Diagnostics and troubleshooting assistance
40. I did not receive my new User Center details, how do I get them?If you have not received your User Center account information, contact Check Point Account Services for assistance by emailing Account Services or by calling: +1-972-444-6600.