Support Programs - Check Point Software

Trang chủ » C 5x9 » Support Programs - Check Point Software

Có thể bạn quan tâm

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)

 

Từ khóa » C 5x9