チェック・ポイントのサポート・スタッフは、お客様のニーズを先取りしてご期待に応えます。お客様/パートナー様向けに幅広いサポート・プログラムをご用意することにより、チェック・ポイントでは、貴社がビジネスにおける競争優位性を獲得するために必要な技術力を強化できるよう、そのサポートに尽力しております。
Direct Enterprise Supportは、貴社がチェック・ポイントのソリューションを最大限に活用頂けるよう、弊社の専門スタッフが直接サポートをご提供するプログラムです。一方、Collaborative Enterprise Supportでは、チェック・ポイントのバックアップを受けた各地域の専門スタッフがお客様固有のニーズを把握し、お客様と同じ言語で対応します。

チェック・ポイント・サポート・プランのデータシートを読む(英語)

Support ServiceSoftware SubscriptionStandardPremiumEliteDiamond
Check Point PRO AvailabilityN/AYesYesYesYes
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/ADesk 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
Allowed number of designated support contact per accountN/A5101010
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
Hardware Support
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 engineer27 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer27 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer27 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 RMA is shipped Next Business Day for all SLAs.
          Onsite Service for SG82/SG86 & DDoS appliances includes only product replacement (without a technician)

Co-StandardCo-PremiumCo-Elite
Check Point PRO AvailabilityYESYESYES
End Customer SLA Alignment5×9 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 Hours
Sev 3 & 4 – 4 Hours
Sev 2 – 30 Minutes
Sev 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
Hardware Support
Return Material Authorization (RMA) determinationTACPartner***Partner***
RMA Shipment Method Same 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 Method5 x 8 x NBD7 x 24 x 4H7 x 24 x 4H
(must be purchased in addition to the regular program SLA)Delivery and basic installation of replacement hardware by a certified engineerDelivery and basic installation of replacement hardware by a certified engineer2Delivery 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 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の概要

包括的な単一契約でチェック・ポイント製品をすべて保護し、お客様が弊社のソリューションを最大限に活用できるようにサポートします。

Software Subscription Direct Enterprise Support

1年を通して最新のソフトウェア・アップデート、ホット・フィックス、製品アップグレードを利用できます。

Standard Direct Enterprise Support

無制限の電話/メール・サポート、大規模なセルフサービス型ナレッジ・ベースへのアドバンスド・アクセス、SecureTrakによるオンライン・サービスを利用できます。

Premium Direct Enterprise Support

スタンダード・レベルのすべてのメリットに加え、24時間365日体制でのリアルタイムのミッション・クリティカル・サポートを利用できます。

Elite Direct Enterprise Support

包括的なサポートに加え、サポート・センターのリソースへのエキスパート・アクセスを利用できます。必要に応じて、オンデマンドのオンサイト・サポートも提供されます。

Diamond Direct Enterprise Support

プレミアム・レベル/エリート・レベルのサポートが拡張され、カスタマイズされたサポート、豊富な各種リソース、コンサルティングも利用できます。

Diamond Plus Direct Enterprise Support

専任のアカウント・マネージャと連携してオンサイト・サポートのスケジュールを組み、セキュリティのチューニングを行ってパフォーマンス向上とリスク低減を達成できます。

 

Collaborative Enterprise Supportの概要

チェック・ポイントのバックアップを受けた各地域の専門スタッフがお客様固有のニーズを把握し、お客様と同じ言語で支援します。

Standard Collaborative Enterprise Support

大規模なセルフサービス型ナレッジ・ベースへのアドバンスド・アクセスが利用可能で、重要度1の問題に対しては30分以内にサポートを受けられます。

Premium Collaborative Enterprise Support

ファスト・パス・エスカレーション、プレミアム・サポート・エンジニアへの問い合わせ、セルフサービス型ナレッジ・ベースへのエキスパート・アクセスを利用できます。

Elite Collaborative Enterprise Support

プレミアム・レベルのすべてのメリットに加え、クリティカルなサービス・レスポンスにはチェック・ポイントのエンジニアによるオンサイト・サポートも利用できます。