Home Page | Skip to Navigation | Skip to Content | Skip to Search | Skip to Footer

Enterprise Diamond Support

Purchase SupportEnterprise Diamond Support creates a personalized and dependable direct service partnership between your support team and a Check Point designated experienced engineer, committed to delivering comprehensive support to meet your critical needs quickly and efficiently.

With Diamond PLUS you can further enhance the Check Point technical assistance by adding an additional tier of Technical Account Management to the Diamond Support program that will augment your stuff in performing their maintenance of our security products.

Diamond Program Overview

This program offers a designated support engineer from the Diamond Team that includes the most experienced and knowledgeable support engineers in the TACs, who will be you focal point to all support issues:

  • Advise on changes to your deployment
  • Solve your support tickets end-to-end
  • Personal knowledge of your security architecture, deployment & working procedures, team etc.
  • Direct contact details for immediate connection once needed
  • Weekly conference calls to centralize and manage all your support issues

In addition, Diamond customers get the following benefits:

  • Priority handling of any R&D related issue –using a fast R&D Diamond path
  • Priority in assignment of specific bug fixes ("Hot Fix") into a generic maintenance release ("HFA")
  • Monthly review & daily escalation of all outstanding issues by Check Point technical executives
  • Ability to determine RMA to Check Point TAC without further diagnosis

Diamond PLUS Program Overview

This program is delivered by a regional focal point that will be assigned to your account. In parallel to the Diamond Designated Engineer he will have intimate knowledge of your deployment and working procedures to ensure the best possible support to your needs.

The program includes on-site and off-site days (Diamond and Diamond PLUS Program Benefits tab) that we will jointly tailor to best fit your needs.  Among things that these days can be used for:

  • On-going account management
  • Project planning and Management
  • Network administration and operation assistance
  • Verification of changes to your deployment before they’re done to reduce risk
  • Tuning of your deployment to enhance the performance and avoid problems
  • Proactive support to notify on potential maintenance actions you should do before they become a problem

Diamond and Diamond PLUS Program Features

  Diamond-1 Diamond-2 Diamond-3 Regular Support
Products Install base >1M$ 500K$ - 1M$ Up to 500K$  
Designated Support Engineer √ √ √ X
Direct Phone Access √ √ √ X
Weekly calls to manage all issues √ √ √ X
SLA (availability, response) 7x24; 30min 7x24; 30min 7x24; 30min 7x24; 4H
HF to HFA High Priority High Priority High Priority Per need
Appliance RMA Determination* By Customer By Customer By Customer By TAC
Access to SecureKnowledge, our comprehensive knowledgebase Expert Level Expert Level Expert Level Advanced Level
Phone Consultation (half days) 6 4 2 X
On-site consultation days** 10 7 4 X
Quarterly Service Review √ √ √ X
Annual "Meet the Experts" Meeting in Check Point HQ √ √ √ X
Diamond PLUS  
Additional on-site days 20 13 6  
Total on-site days 30 20 10  
Additional off-site days 70 40 30  
Total days 100 60 40  

*Determination should be done by active CCSE engineer, is applicable to any appliance covered with Premium support and assuming false positive rate of less than 20% annually

**On-site is for minimum 3 days per visit; beyond that T&E will be billed to the customer. Two weeks prior notice is required.

Diamond and Diamond PLUS are available on top of EBS Premium support

To purchase Check Point Enterprise Diamond Support and learn more about programs and services available to meet your needs, please contact your local Certified Partner and ask for a customized quote today.