Compare Enterprise Support

Direct Enterprise Support
Collaborative Enterprise Support

Check Point Enterprise Support programs offer a full range of features and benefits depending on the service level you choose. Use the table below to find the program that best meets your business needs.

Support Service	Software Subscription	Standard	Premium	Elite	Diamond (On Top Of Premium or Elite)
Basic SLA	N/A	5x9 Business Day	7 x 24 Every Day	7 x 24 Every Day	7 x 24 Every Day
Check Point Engineer On Site for Cirtical SRs	No	No	No	Yes**	Based on the Support level
TAC Access
Support Focal Point	N/A	Desks Support Engineer	Premium Support Engineer	Premium Support Engineer	Designated Diamond Engineer
Unlimited Service Requests	N/A	Yes	Yes	Yes	Yes
Committed Response time to Severity-1 issues*	N/A	30 Minutes	30 Minutes	30 Minutes	30 Minutes
Committed Response time to Severity 2,3 & 4 issues*	N/A	4 Hours	Sev 2 – 2 Hours	Sev 2 - 30 Minutes	Based on the Support level
			Sev 3 & 4 – 4 Hours	Sev 3 & 4 – 4 Hours	Sev 3 & 4 – 4 Hours
Support Tools
Latest Hot Fixes & Service Packs	Yes	Yes	Yes	Yes	Yes
Major Upgrades & Enhancements	Yes	Yes	Yes	Yes	Yes
Access to Check Point Products Forums	Read	Full Access	Full Access	Full Access	Full Access
Access to Online Support Knowledgebase	N/A	Advanced	Expert	Expert	Expert
Appliance Support
Default Appliance support (if the appliance is covered within the account rate)	1st Year Warranty	Standard	Premium	Elite	Based on the Support level
Return Material Authorization (RMA) determination	TAC	TAC	TAC	TAC	Customer
RMA Shipment Method	Within 7 Business Days from faulty unit return	Same business day shipment¹	Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment³	Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment³	Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment³
Onsite RMA Shipment Method (must be purchased in addition to the regular program SLA)	N/A	5 x 8 x NBD Delivery and basic installation of replacement hardware by a certified engineer²	7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer²	7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer²	7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer²

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 Available in over 250 locations world wide.
³ 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.
* For 30 minutes SLA - real time commnication (Chat, Phone) is required
** CP Engineer on site SLA: -Emergency Engineer dispatch for critical issues within 4 Hrs from case open time (critical issue: Severity 1 - network down issue which requires 7x24 resolution from both customer, partner and Check Point), see definition.

Learn more about Check Point Security Appliance Support Programs

Personalized Support

Extend Enterprise Premium and Elite Support with personalized Diamond/Diamond PLUS Programs with a designated engineer, unique support number, in-depth resources, consulting, and more.

Choose the Collaborative Enterprise Support level and backline support that best meets your needs:

Support Service	Co - Standard	Co - Premium	Co - Elite
End Customer SLA Alignment	5x9 Business Day	7 x 24 Every Day	7 x 24 Every Day
Unlimited TAC access by the certified support partner	7 x 24 Every Day	7 x 24 Every Day	7 x 24 Every Day
Check Point Engineer On Site for Cirtical SRs	No	No	Yes**
TAC Access
Support Focal Point	Desks Support Engineer	Premium Support Engineer	Premium Support Engineer
Committed Response time to Severity-1 issues*	30 Minutes	30 Minutes	30 Minutes
Committed Response time to Severity 2,3 & 4 issues*	4 Hours	Sev 2 – 2 Hours	Sev 2 - 30 Minutes
		Sev 3 & 4 – 4 Hours	Sev 3 & 4 – 4 Hours
Support Tools
Latest Hot Fixes & Service Packs	Yes	Yes	Yes
Major Upgrades & Enhancements	Yes	Yes	Yes
Access to Check Point Products Forums	Full Access	Full Access	Full Access
Access to Online Support Knowledgebase	Advanced	Expert	Expert
Appliance Support
Default Appliance support (if the appliance is covered within the account rate)	Co-Standard	Co-Premium	Co- Elite
Return Material Authorization (RMA) determination	TAC	Partner***	Partner***
RMA Shipment Method	Same business day shipment¹	Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment³	Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment³
Onsite RMA Shipment Method (must be purchased in addition to the regular program SLA)	5 x 8 x NBD Delivery and basic installation of replacement hardware by a certified engineer	7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer²	7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer²

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 Available in over 250 locations worldwide.
³ 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.
* For 30 minutes SLA - real time commnication (Chat, Phone) is required
** CP Engineer on site SLA: -Emergency Engineer dispatch for critical issues within 4 Hrs from case open time (critical issue: Severity 1 - network down issue which requires 7x24 resolution from both customer, partner and Check Point), see definition.
*** Rma approval certification requires full account coverage in CO-Premium /Co-Elite SLA, Appliance Training; Certification requires Annual RMA rate lower than 7.5% and False Positive Rate lower than 25%. Partners cannot approve RMA for IAS Appliances.

Learn more about Check Point Security Appliance Support Programs