Advanced Technical Account Management
Service Description
1. Introduction
Check Point Software Technologies Ltd. (“Check Point”) Advanced Technical Account Management Service, part of Check Point’s Professional Services portfolio, provides a flexible suite of services to assist end-users in the design, implementation, optimization, administration and management of Check Point products.
2. Eligibility and Purchasing
The Service is available for purchase by a customer (“end user”) who has or will deploy Check Point products. The Service is available for purchase through Check Point authorized Resellers. Standard or Premium Support for the Check Point products covered under this Service is required.
3. Scope
The Service provides the end user with a subscription-based service contract valid for duration of one year from the date of contract purchase. The Service contract includes access to deliverables as defined in Section 5.
The duration of the Service and price is as stated in Section 7 of this document. The Scope is limited during the contract term to the services requested by the end user from the Service Deliverables in Section 4. Any request for Services beyond the contract term will be charged additionally. The scope of this Service is limited to the Check Point products and services purchased by the end user. Any additional onsite presence required at the end user site for the Service deliverables described in this offering will be at an additional price. Any travel to the end user site other than that mentioned in the service deliverables of this document will be billable at actual rates.
4. Service Deliverables
Check Point will assign a primary consultant will be serve as the single point of contact for the Advanced TAM service and will perform the majority of the activities associated with the Service. Upon initiation of the Service, the Check Point consultant will hold a Service kick-off meeting. The output of this meeting is the Business Assessment and Review (BAR), a comprehensive working document that is created by the consultant within 30 days of the initial kick-off visit. This document reports on key elements of the end user’s solution and environment and is used as a primary account management tool.
The BAR includes the following elements:
- Organization (people and infrastructure)
- Key projects
- Roadmap and timelines
- Known issues and open cases
- Observations and recommendations
- Product notice (PN) compliance
- Action plan
- Engagement schedule (1 year)
The Advanced Technical Account Management Service includes up to five (5) days of dedicated support on 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
Designated Professional Services Consultant
Monthly/quarterly reports
Customized proactive communication
Case history, trend line analysisOperations Assistance and Review
Project plan review and validation
Projects and milestones communicated between end user and Check Point team
Resource planning for the project(s)Design review
Validation of end user’s design changes
Validation of installation checklistsTest lab topology setup and testing assistance
Guidance on test lab topology setup and testing
Sample test setup planSupport Planning
Review end user support plan
Software update recommendations/strategy
Proactive alerts on security and software updates
Recommendations specific to an end user environmentDiagnostics and troubleshooting assistance
Enhanced and priority TAC call routing
Proactive escalation of support and product issues within Nokia
Best practices and recommendations for ongoing proactive optimization
5. Availability and Pricing
The Service is available globally but resourced and deployed regionally.
The designated consultant is available via phone or email between the hours of 0800
and 1700, Monday – Friday, local time. The primary engineer may accommodate other hours if required.
Travel and related expenses associated with onsite days are included in the Service, with a minimum of three days onsite per visit. Additional travel and related expenses associated with this Service are billable.
The Service is available for a fixed duration of 12 months, and is invoiced in advance.
6. Pricing
Check Point Price List
7. Customer Responsibilities
Customer will provide a point of contact(s) that will be able to give an accurate and up-to-date representation of the current solution that is installed or planned.
Customer will provide documentation such as project plans, detailed designs, detailed hardware and software inventory of the solution planned that will facilitate the delivery of the Service.
Customer will provide access to servers, equipment, information, logs, infrastructure and resources that are necessary for the delivery of the Service.
Customer will participate in ongoing communications with the Check Point consultant that will help in the delivery of knowledge transfer and other proactive communications.
Customer will participate in meetings that are scheduled from time to time to discuss projects, plans and reports.
Customer will be responsible to ensure that the requirements identified for the proper working of the Check Point solution are in place. These requirements may be documented in the product documentation or user guides or additional recommendations communicated by Check Point from time to time for proper functioning of the Check Point solution .