Support Plans
Our experts not only understand your needs, but they can also anticipate them. With a full range of support programs for customers and partners, Check Point Support is committed to helping you maximize your technology to gain a competitive advantage in your business. Direct Enterprise Support offers direct support from the Check Point experts to help you get the most from our solutions. Collaborative Enterprise Support offers local experts backed by Check Point who understand your specific needs and speak your language.
Direct Enterprise Support
|
Support Service |
Software Subscription |
Standard |
Premium |
Elite |
Diamond |
|---|---|---|---|---|---|
| Check Point PRO Availability | N/A | Yes | Yes | Yes | Yes |
| 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 | Technical Support Engineer | Technical Support Engineer | Technical 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 | |||
| Allowed number of designated support contact per account | N/A | 5 | 10 | 10 | 10 |
| 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 |
| Hardware Support | |||||
| 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 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 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. *** 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.
Note: UTM-1 Edge/600/700/1100 /1400/1500 RMA is shipped Next Business Day for all SLAs.
Onsite Service for SG82/SG86 & DDoS appliances includes only product replacement (without a technician)
Direct Enterprise Support Descriptions
Software Subscription Direct Enterprise Support
Get the latest software updates, hot fixes and product upgrades for a full year.Standard Direct Enterprise Support
Receive unlimited phone and email support, advanced access to our large self-service knowledge base and online service with SecureTrak.Premium Direct Enterprise Support
Enjoy all the benefits of Enterprise Standard Support, plus real-time, 24/7 mission-critical support.Elite Direct Enterprise Support
Receive comprehensive support, plus expert access to support center resources. In addition, you will have on-demand, on-site care wherever you need it.Diamond Direct Enterprise Support
Extend your Enterprise Premium/Elite Support with personalized support, in-depth resources and consulting.Diamond Plus Direct Enterprise Support
Communicate with your personal account manager, schedule onsite days, and tune your security to enhance performance and reduce risks.Collaborative Enterprise Support
|
|
Co-Standard |
Co-Premium |
Co-Elite
|
|---|---|---|---|
| Check Point PRO Availability | YES | YES | YES |
| 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 | Technical Support Engineer | Technical Support Engineer | Technical 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 3 & 4 – 4 Hours | Sev 2 – 30 Minutes 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 |
| Hardware Support | |||
| 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 | 5 x 8 x NBD | 7 x 24 x 4H | 7 x 24 x 4H |
| (must be purchased in addition to the regular program SLA) | Delivery and basic installation of replacement hardware by a certified engineer | Delivery and basic installation of replacement hardware by a certified engineer2 | 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 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. *** 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.
Note: UTM-1 Edge/600/700/1100 /1400/1500 RMA is shipped Next Business Day for all SLAs.
Onsite Service for SG82/SG86 & DDoS appliances includes only product replacement (without a technician)
Collaborative Enterprise Support Descriptions
Local experts backed by Check Point who understand your specific needs and speak your language.
Standard Collaborative Enterprise Support
Get advanced access to our large, self-service knowledge base and a committed 30-minute response time to issues with level one severity.
Premium Collaborative Enterprise Support
Receive fast-path escalation, access to a premium support engineer and expert access to our self-service knowledge base.
Elite Collaborative Enterprise Support
Enjoy all the advantages of Premium Collaborative Enterprise Support, plus the possibility of having a Check Point Engineer on-site for critical service response.
