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

Choose from a variety of Direct Enterprise Support levels to meet your needs:

Support ServiceSoftware SubscriptionStandardPremiumEliteDiamond (On Top Of Premium or Elite)
Basic SLAN/A5 x 9 Business Day7 x 24 Every Day7 x 24 Every Day7 x 24 Every Day
Check Point Engineer On Site for Critical SRsNoNoNoYes**Based on the Support level
TAC Access
Support Focal PointN/ADesks Support EngineerPremium Support EngineerPremium Support EngineerDesignated Diamond Engineer
Unlimited Service RequestsN/AYesYesYesYes
Committed Response time to Severity-1 issues*N/A30 Minutes30 Minutes30 Minutes30 Minutes
Committed Response time to Severity 2,3 & 4 issues*N/A4 HoursSev 2 – 2 HoursSev 2 – 30 MinutesBased on the Support level
   Sev 3 & 4 – 4 HoursSev 3 & 4 – 4 HoursSev 3 & 4 – 4 Hours
Support Tools
Latest Hot Fixes & Service PacksYesYesYesYesYes
Major Upgrades & EnhancementsYesYesYesYesYes
Access to Check Point Products ForumsReadFull AccessFull AccessFull AccessFull Access
Access to Online Support KnowledgebaseN/AAdvancedExpertExpertExpert
Appliance Support
Default Appliance support    (if the appliance is covered within the account rate)1st Year WarrantyStandardPremiumEliteBased on the Support level
Return Material Authorization (RMA) determinationTACTACTACTACCustomer
RMA Shipment MethodWithin 7 Business Days from faulty unit returnSame business day shipment1Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3Next 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/A5 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.

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 ServiceCo - StandardCo - PremiumCo - Elite
End Customer SLA Alignment5x9 Business Day7 x 24 Every Day7 x 24 Every Day
Check Point Engineer On Site for Cirtical SRsNoNoYes**
TAC Access
Support Focal PointDesks Support EngineerPremium Support EngineerPremium Support Engineer
Committed Response time to Severity-1 issues*30 Minutes30 Minutes30 Minutes
Committed Response time to Severity 2,3 & 4 issues*4 HoursSev 2 – 2 HoursSev 2 - 30 Minutes
  Sev 3 & 4 – 4 HoursSev 3 & 4 – 4 Hours
Support Tools
Latest Hot Fixes & Service PacksYesYesYes
Major Upgrades & EnhancementsYesYesYes
Access to Check Point Products ForumsFull AccessFull AccessFull Access
Access to Online Support KnowledgebaseAdvancedExpertExpert
Appliance Support
Default Appliance support (if the appliance is covered within the account rate)Co-StandardCo-PremiumCo- Elite
Return Material Authorization (RMA) determinationTACPartner***Partner***
RMA Shipment MethodSame business day shipment1Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3Next 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.