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Check Point Security Appliances Support Programs

Complete Check Point Security Appliances Support Programs Guide [PDF]

Direct Enterprise Appliance Support delivered by Check Point

Check Point Enterprise Standard Support (EBS) delivers comprehensive, unlimited support directly from our experienced, certified security experts. With online tools, global  service centers, and extensive resources devoted to security, you can count on Check Point to resolve your mission-critical issues quickly and efficiently.

Standard Support

Ensure business continuity with 5x9 business day support for your appliances with:

  • Software Subscription with critical hot fixes, service packs, and major upgrades
  • 5x9 business day Web, Chat and Phone support with 4 hour committed response
  • Efficient hardware diagnosis using advanced tools by Check Point TAC
  • Free use of Check Point support center tools to initiate, manage and track Service Requests
  • Advanced Access to SecureKnowledge database with auto notifications to save time
  • Replacement hardware units shipped same business with arrival in 2-3 business days

Standard Onsite Support

Onsite Support delivers all the benefits of Standard support and adds onsite hardware repair and replacement service. Check Point offers local, onsite support with fast, Next Business Day delivery service and basic installation of replacement hardware by a certified engineer.  This services is available in over 250 locations.

Premium Support

Premium support delivers all the benefits of Standard support and adds 7 x 24 x 365 Service with 30-minute committed response for severity 1 issues, and 2-hour response for severity 2 issues and:

  • 7x24x365 unlimited support
  • Fast Path access to the Premium Desk for quicker resolution
  • Advanced access to SecureKnowledge with auto notifications to save time
  • Efficient hardware replacement using Check Point Return Materials Authorization (RMA) process
  • Replacement units shipped Next Flight-Out (in mainland US and European Union) with arrival by next business morning

Premium Onsite Support

Extends the benefits of Premium Support with 4-hour local, onsite help for fast, logistical support. A Check Point certified engineer delivers and installs your replacement unit within 4 hours of RMA determination.

Elite Support

Delivers support all day every day plus emergency dispatch service anytime a software system error or failure occurs. Includes all the benefits of Premium Support plus 30-minute response times for both high and crititcal cases (severity 1 and 2).  With just one call, a skilled engineer will be dispatched to your location to restore the functionality of your network and document the results:

  • Emergency engineer dispatch to your location within four (4) hours or as fast as travel allows
  • Priority case handling and critical case documentation
  • 7x24x365 support with 30-minute committed response for severity 1 AND 2 issues
  • Advanced access to SecureKnowledge database with automatic notifications to save time
  • Efficient hardware replacement using Check Point Return Materials Authorization (RMA) process
  • Replacement units shipped Next Flight Out/Express Delivery (in mainland US and European Union) 
  • Replacement hardware shipped during normal business hours and will arrive by next business morning
  • Elite covers all products in your user center account for total peace of mind protection 

Elite Onsite Support

Extends the benefits of Elite Support with 7x24 support, and 4-hour RMA onsite care for the fastest harware logistical support. Check Point provides the delivery and basic installa­tion of replacement hardware by a certified engineer within 4 hours following RMA determination. For location details please visit Check Point Security Appliances Support Programs.

Note: Onsite hardware support is effective for one month from the day it is purchased.

Diamond / Diamond PLUS Customers

Diamond customers receive all the benefits of Premium/Elite Support with additional benefits of a senior designated engineer as a TAC focal point, priority with R&D for problem resolution and an optional locally based Technical expert which provides implementation, tuning and upgrade support as part of the Diamond PLUS plan.

Diamond customers may also determine RMA without the need for prior Check Point TAC approval. This provides an accelerated process for our most valued and experienced customers. To learn more about Diamond and Diamond PLUS offerings, please visit Enterprise Diamond Support.

Collaborative Appliance Support by Check Point Service Providers

In Collaborative Enterprise Support, our certified partners deliver the support to you, using their experienced, certified engineers. Check Point backs up its certified partners by allowing them access to Check Point TAC experts at any time.

Co-Standard support delivers all the benefits of our Standard offering by our support certified partners including efficient hardware issue diagnosis, Return Materials Authorization (RMA) and more.

Co-Standard Onsite support adds Next Business Day onsite hardware replacement and installation services by a certified engineer. This ensures smooth and quick replacement of the appliance in time-critical environments.  The program is available in over 250 locations world wide. Visit here for location details.

Co-Premium support adds express shipment services for hardware replacement including Next Flight Out / Express Delivery or Same Business Day options depending on your region. In addition, Co Premium SLA allows customers to contact Check Point TAC directly in critical (severity 1) cases which resulted from the supported appliance. The direct access allows fast and efficient handling of critical events when every minute counts.

Co-Premium Onsite Support adds 4 hour onsite delivery of hardware replacement and basic installation services delivered by Check Point certified onsite support certified partner.

Co-Elite support adds committed 30-minute response times for high and critical cases (severity 1 and 2), emergency dispatch service of a Check Point engineer for software system failures, and the fastest RMA logistical support. Includes Fast Path access to Premium Help Desk and same business day shipment of replacement units.

Co-Elite Onsite Support extends the benefits of Elite Support with 7x24 support, and 4-hour RMA onsite care for the fastest logistical support. Check Point provides the delivery and basic installation of replacement hardware within 4-hours of RMA determination.

Useful Links

1Assuming the account is covered with EBS Premium support or 100% of the appliances are covered with Premium level support or above.