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IP Appliance Support

Support Information for Nokia Customers

If you are a former Nokia customer, you will find valuable information here concerning the support transition as Check Point completes the integration of support information into our site.

We are committed to ensuring your success during this transition period. If you have questions at any time, please contact your reseller.

Support for IP Appliance Customers

We are pleased to announce that we have completed our acquisition of Nokia's Security Business. We have combined the skills, experience, logistical span, and best practices of both support teams and we are looking forward to offering you comprehensive, one-stop services for Check Point UTM-1, Power-1 and IP appliances. Our combined organization will simplify your support experience, improve escalation, and speed the time to resolution.

Support Plans
Check Point honors the existing commitment of the Nokia support plans and will allow support renewals for the existing installed base at similar terms and prices.

You can continue to order your IP appliance support using the Nokia SKUs or you can order using the Check Point SKUs, as given in the table below.

Nokia Support Program*Check Point Program SLACheck Point SKU
Check Point Access 5x12 5 days x 9 hours SW & HW support.
Same business day replacement shipment1.
Direct access to TAC.		 ACCS-5X12
Check Point Access Plus 5x8 5 days x 9 hours SW & HW support
5 days x 8 hours x NBD onsite Hardware replacement.
Direct access to TAC.		 ACCS-PLUS-5X8
Check Point Access 7x24 7 days x 24 hours SW & HW support.
Next Flight Out/Express Delivery (when applicable) or Same Business Day Shipment2.
Direct access to TAC.		 ACCS-7X24
Access Plus 7x24x4 7 days x 24 hours SW & HW support. 7 days x 24 hours x 4 hours onsite Hardware replacement.
Direct access to TAC.		 ACCS-PLUS-7X24

Nokia Support Program*Check Point Program SLACheck Point SKU
Check Point Essential 7 days x 24 hours SW & HW support.
Same business day replacement shipment1.
TAC access by the certified support partner / MSP.		 ESNT
Check Point Essential
Plus 5x8		 5 days x 9 hours SW & HW support.
5 days x 8 hours x NBD onsite Hardware replacement.
TAC access by the certified support partner / MSP.		 ESNT-PLUS-5X8
Check Point Essential
Plus 7x24x4		 7 days x 24 hours SW & HW support.
7 days x 24 hours x 4 hours onsite Hardware replacement.
TAC access by the certified support partner / MSP.		 ESNT-PLUS-7X24

* Appliances covered by a Nokia Support Program can only be renewed to one of Nokia's support programs.
1 For Return Material Authorization determination completed by 15:00 regional hub time; otherwise shipment will occur next business day with delivery target extended by one day.
2 Next Flight Out/Express Delivery is available in the European Union and mainland US. Appliances are shipped during normal business hours and may arrive during off hours or next business day until 9AM.

On-Site hardware replacement
Check Point uses a number of highly-skilled partners and suppliers to deliver on-site service. On-site hardware replacement for customers who have purchased on-site services such as Access Plus services, will continue to be delivered it has in the past and by the same vendor, with improved on-site execution.

The Unified Check Point Global on-site operation covers more than 250 worldwide locations with over 20,000 supported on-site units.

Technical Assistance Center (TAC)
Check Point’s Unified Support organization provides 24x7 follow-the-sun service with 3 major Technical Assistance Centers, located in Dallas, Ottawa, and Tel Aviv. Service requests are handled with full back up between the centers that ensures no single point of failure and continuous support.

The Nokia support team is fully integrated into Check Point’s Technical Services organization, enabling legacy Nokia IP appliance customers with hardware issues to receive support from a seasoned group of support engineers with vast Nokia hardware knowledge. 

Hardware Warranty
In order to ensure business continuity, Check Point will continue to provide the following:

  • A one year hardware warranty for the IP series appliances.  
  • Support for IP Appliances

Getting Support

Effective immediately, all service requests associated with IP appliances, including hardware, IPSO and Check Point applications, should be directed through the Check Point Support Center – directly or through a Check Point certified support provider (CSP / CCSP).  

Check Point will create new User Center accounts for all Nokia customers. New User Center contacts will receive an e-mail message that includes the new User Center account ID and login details. Once this migration is complete, no additional registration will be required.

Check Point Support Center – Useful Links

Phone Contact Information

You can continue to contact Check Point by telephone for all support issues using the same numbers you used previously to contact Nokia. For questions about support processes, contracts, the User Center, and licensing, please call:

  • Americas +1 (888) 361 5030 (toll-free) or 1 (613) 271-7950 (international)
  • APAC +61 (28) 014 9211
  • UK 0 808 101 7399
  • Other Countries +972 3 611 5100

 

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