Support Programs - Check Point Software

Support Programs

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.

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Direct Enterprise Support

A single comprehensive contract protects all Check Point products to help your business get the most from our solutions.

  • 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.
Support Service
Standard
Premium
Elite
Diamond
Check Point PRO Availability Yes Yes Yes Yes
Basic SLA 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 Yes** Based on the Support level
TAC Access
Support Focal Point Technical Support Engineer Technical Support Engineer Technical Support Engineer Designated Diamond Engineer
Unlimited Service Requests Yes Yes Yes Yes
Committed Response time to Severity-1 issues* 30 Minutes 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 Based on the Support level
Sev 3 & 4 – 4 Hours Sev 3 & 4 – 4 Hours
Allowed number of designated support contact per account 5 10 10 10
Support Tools
Latest Hot Fixes & Service Packs Yes Yes Yes Yes
Major Upgrades & Enhancements Yes Yes Yes Yes
Access to Check Point Products Forums Full Access Full Access Full Access Full Access
Access to Online Support Knowledgebase Advanced Expert Expert Expert
Hardware Support
Return Material Authorization (RMA) determination TAC TAC TAC Customer
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 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 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/600/700/910/1100/1200R/1400/1500/1600/1800 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

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 – Enjoy all the benefits of Standard Collaborative Support, plus real-time 24×7 Global support.
  • Elite Collaborative Enterprise Support – Receive comprehensive support plus the possibility of having a Check Point Engineer on-site for critical SW issues.
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/600/700/910/1100/1200R/1400/1500/1600/1800 RMA is shipped Next Business Day for all SLAs.
          Onsite Service for SG82/SG86 & DDoS appliances includes only product replacement (without a technician)

 

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