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 5 x 9 Business Day 7 x 24 Every Day 7 x 24 Every Day 7 x 24 Every Day
Check Point Engineer On Site for Critical 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 communication (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 7×24 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 5×9 Business 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 7×24 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.