Support Programs - Check Point Software

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patching, and segmentation</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/quantum/remote-access-vpn/" class="header-link"><b>Remote Access VPN</b><i> Secure, seamless remote access to corporate networks</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/quantum/next-generation-firewall/industrial-control-systems-appliances/" class="header-link"><b>Industrial Control System Security Gateways</b><i> Protect ICS, Operational Technology, and SCADA systems</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/products/" class="header-link" id="header-desk-products-all-products-link">See All Products <span>></span></a></li> </ul> </li> <li class="cp_menu__item__li cp_menu__item__li_cta"> <img width="500" height="250" src="/wp-content/uploads/gen-ai-event-cta-1.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5>Unveiling the Future of Network Security in the Era of AI</h5> <a href="/gen-ai-event/" class="btn btn-primary">Watch The Replay</a> </li> </div>   <div class="cp-nav-platform-sub-3 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border cloudguard-desc"><a href="/cloudguard/" class="header-link">Explore CloudGuard</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/cloudguard/cloud-network-security/" class="header-link"><b>Cloud Network Security</b><i>Industry leading threat prevention with cloud-native firewalls</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/cloudguard/cnapp/" class="header-link"><b>Cloud Native Application Protection Platform</b><i>Cloud-native prevention-first security</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/cloudguard/developer-security/" class="header-link"><b>Code Security</b><i>Developer-centric code security</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/cloudguard/appsec/" class="header-link"><b>Web Application and API Security</b><i>Automated application and API security</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/products/" class="header-link" id="header-desk-products-all-products-link">See All Products <span>></span></a></li> </ul> </li> <li class="cp_menu__item__li cp_menu__item__li_cta"> <img width="500" height="250" src="/wp-content/uploads/gen-ai-event-cta-1.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5>Unveiling the Future of Network Security in the Era of AI</h5> <a href="/gen-ai-event/" class="btn btn-primary">Watch The Replay</a> </li> </div>   <div class="cp-nav-platform-sub-4 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border harmony-desc"><a href="/harmony/" class="header-link">Explore Harmony</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a 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href="/products/" class="header-link" id="header-desk-products-all-products-link">See All Products <span>></span></a></li> </ul> </li> <li class="cp_menu__item__li cp_menu__item__li_cta"> <img width="500" height="250" src="/wp-content/uploads/gen-ai-event-cta-1.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5>Unveiling the Future of Network Security in the Era of AI</h5> <a href="/gen-ai-event/" class="btn btn-primary">Watch The Replay</a> </li> </div>   <div class="cp-nav-platform-sub-5 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border core-desc"><a href="/infinity/soc/" class="header-link">Security Operations</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/infinity/soc/external-risk-management/" class="header-link"><b>External Risk Management</b><i>Protect against threats like credential theft, fraud, and brand impersonation.</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/infinity/xdr-xpr/" class="header-link"><b>Extended Prevention & Response</b><i>AI-powered, cloud-delivered security operations with Infinity XDR/XR</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/infinity/playblocks/" class="header-link"><b>Secure Automation and Collaboration</b><i>Automate response playbooks with Infinity Playblocks</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/infinity/events/" class="header-link"><b>Unified Security Events and Logs as a Service</b><i>Infinity events cloud-based analysis, monitoring, and reporting</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/ai/copilot/" class="header-link"><b>AI Powered Teammate</b><i>Automated Security Admin & Incident Response with AI Copilot</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/ai/threatcloud/" class="header-link"><b>ThreatCloud AI</b><i>The brain behind Check Point’s 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class="dark"></span> </li> <li class="cp_menu__item cp_menu__desktop" id="support-mega"> <span class="cp_menu__item__main" id="support-menu">Support & Services</span>  <ul class="cp_menu__item__ul"> <li class="cp_menu__item__li cp_menu__item__li_bg"> <ul class="cp_menu__tabs"> <li class="cp_menu__item__li__inner_li cp_menu__tabbed cp-nav-support-1 active"><a href="#" class="header-link">Strategy & Risk</a></li> <li class="cp_menu__item__li__inner_li cp_menu__tabbed cp-nav-support-2"><a href="#" class="header-link">Professional Services</a></li> <li class="cp_menu__item__li__inner_li cp_menu__tabbed cp-nav-support-3"><a href="#" class="header-link">Training Programs</a></li> <li class="cp_menu__item__li__inner_li cp_menu__tabbed cp-nav-support-4"><a href="#" class="header-link">Incident Response</a></li> <li class="cp_menu__item__li__inner_li cp_menu__tabbed cp-nav-support-5"><a href="#" class="header-link">Managed Security</a></li> <li class="cp_menu__item__li__inner_li cp_menu__tabbed 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src="https://www.checkpoint.com/wp-content/uploads/igs-navigation-ad.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5><b>Infinity Global Services</b><br><br> Find the right end-to-end cybersecurity service solutions tailored to meet your organization's specific needs.</h5> <a href="https://www.checkpoint.com/services/infinity-global/#igs-tab1" class="btn btn-primary">Explore All Services</a> </li> </div>   <div class="cp-nav-support-sub-2 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border transform-desc"><a href="#" class="header-link cp_menu__no_link">Explore Professional Services</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/professional-services/" class="header-link"><b>Security Deployment & Optimization</b><i>Strategic deployment and refinement of security for optimal protection</i></a></li> <li 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Global Services</b><br><br> Find the right end-to-end cybersecurity service solutions tailored to meet your organization's specific needs.</h5> <a href="https://www.checkpoint.com/services/infinity-global/#igs-tab1" class="btn btn-primary">Explore All Services</a> </li> </div>   <div class="cp-nav-support-sub-3 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border master-desc"><a href="#" class="header-link cp_menu__no_link">Explore Training Programs</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="https://training-certifications.checkpoint.com/#/" class="header-link"><b>Training & Certifications</b><i>Comprehensive cyber security training and certification programs</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/mind/ciso-academy/" class="header-link"><b>CISO Training</b><i>Globally recognized training for Chief Information 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src="https://www.checkpoint.com/wp-content/uploads/igs-navigation-ad.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5><b>Infinity Global Services</b><br><br> Find the right end-to-end cybersecurity service solutions tailored to meet your organization's specific needs.</h5> <a href="https://www.checkpoint.com/services/infinity-global/#igs-tab1" class="btn btn-primary">Explore All Services</a> </li> </div>   <div class="cp-nav-support-sub-4 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border respond-desc"><a href="#" class="header-link cp_menu__no_link">Explore Incident Response Services</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/support-services/threatcloud-incident-response/" class="header-link"><b>Incident Response</b><i>Manage and mitigate security incidents with systematic response services</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/horizon/mdr-mpr/" class="header-link"><b>Managed Detection and Response</b><i>24/7 SOC Operations for Check Point + 3rd party solutions, 24/7 response</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/services/infinity-global/digital-forensics/" class="header-link"><b>Digital Forensics</b><i>Comprehensive investigation and analysis of cyber incidents and attacks</i></a></li> <li class="cp_menu__item__li__inner_li cp_menu__item__li__desktop_link cp_menu__more"><a href="https://www.checkpoint.com/services/infinity-global/#igs-tab4" class="header-link" id="header-desk-products-all-products-link">See All Incident Response Services <span>></span></a></li> </ul> </li> <li class="cp_menu__item__li cp_menu__item__li_cta"> <img width="500" height="250" src="https://www.checkpoint.com/wp-content/uploads/igs-navigation-ad.jpg" alt="..." style="width: 100%; max-width: 298px; height: auto;"> <h5><b>Infinity Global Services</b><br><br> Find the right end-to-end cybersecurity service solutions tailored to meet your organization's specific needs.</h5> <a href="https://www.checkpoint.com/services/infinity-global/#igs-tab1" class="btn btn-primary">Explore All Services</a> </li> </div>   <div class="cp-nav-support-sub-5 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border manage-desc"><a href="#" class="header-link cp_menu__no_link">Explore Managed Security Services</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/services/infinity-global/managed-xdr-with-siemsoar/" class="header-link"><b>SOC-as-a-Service</b><i>Leverage SOC expertise to monitor and manage the security solutions</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/services/infinity-global/managed-firewall/" class="header-link"><b>Network Security and NOC-as-a-Service</b><i>Management of IT network 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height: auto;"> <h5><b>Infinity Global Services</b><br><br> Find the right end-to-end cybersecurity service solutions tailored to meet your organization's specific needs.</h5> <a href="https://www.checkpoint.com/services/infinity-global/#igs-tab1" class="btn btn-primary">Explore All Services</a> </li> </div>   <div class="cp-nav-support-sub-6 cp-nav-inner-sub" style="display: none;"> <li class="cp_menu__item__li cp_menu__item__li_mw"> <span class="cp_menu__item__li__title cp_menu__item__border support-desc"><a href="#" class="header-link cp_menu__no_link">Explore Support Services</a></span> <ul class="cp_menu__item__ul_split"> <li class="cp_menu__item__li__inner_li"><a href="/support-services/support-plans/" class="header-link"><b>Support Programs</b><i>Programs designed to help maximize security technology utilization</i></a></li> <li class="cp_menu__item__li__inner_li"><a href="/support-services/pro/" class="header-link"><b>Check Point PRO</b><i>Proactive monitoring of infrastructure 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$('.cp-nav-platform-sub-2, .cp-nav-platform-sub-3, .cp-nav-platform-sub-4, .cp-nav-platform-sub-5').hide(); }); $(".cp-nav-platform-2").on("mouseover", function (e) { $('.cp-nav-platform-sub-2').show(); $('.cp-nav-platform-2').addClass('active'); $('.cp-nav-platform-1, .cp-nav-platform-3, .cp-nav-platform-4, .cp-nav-platform-5').removeClass('active'); $('.cp-nav-platform-sub-1, .cp-nav-platform-sub-3, .cp-nav-platform-sub-4, .cp-nav-platform-sub-5').hide(); }); $(".cp-nav-platform-3").on("mouseover", function (e) { $('.cp-nav-platform-sub-3').show(); $('.cp-nav-platform-3').addClass('active'); $('.cp-nav-platform-1, .cp-nav-platform-2, .cp-nav-platform-4, .cp-nav-platform-5').removeClass('active'); $('.cp-nav-platform-sub-1, .cp-nav-platform-sub-2, .cp-nav-platform-sub-4, .cp-nav-platform-sub-5').hide(); }); $(".cp-nav-platform-4").on("mouseover", function (e) { $('.cp-nav-platform-sub-4').show(); $('.cp-nav-platform-4').addClass('active'); $('.cp-nav-platform-1, .cp-nav-platform-2, .cp-nav-platform-3, .cp-nav-platform-5').removeClass('active'); $('.cp-nav-platform-sub-1, .cp-nav-platform-sub-2, .cp-nav-platform-sub-3, .cp-nav-platform-sub-5').hide(); }); $(".cp-nav-platform-5").on("mouseover", function (e) { $('.cp-nav-platform-sub-5').show(); $('.cp-nav-platform-5').addClass('active'); $('.cp-nav-platform-1, .cp-nav-platform-2, .cp-nav-platform-3, .cp-nav-platform-4').removeClass('active'); $('.cp-nav-platform-sub-1, .cp-nav-platform-sub-2, .cp-nav-platform-sub-3, .cp-nav-platform-sub-4').hide(); }); // Support $(".cp-nav-support-1").on("mouseover", function (e) { $('.cp-nav-support-sub-1').show(); $('.cp-nav-support-1').addClass('active'); $('.cp-nav-support-2,.cp-nav-support-3, .cp-nav-support-4, .cp-nav-support-5, .cp-nav-support-6').removeClass('active'); $('.cp-nav-support-sub-2, .cp-nav-support-sub-3, .cp-nav-support-sub-4, .cp-nav-support-sub-5, .cp-nav-support-sub-6').hide(); }); $(".cp-nav-support-2").on("mouseover", function (e) { $('.cp-nav-support-sub-2').show(); $('.cp-nav-support-2').addClass('active'); $('.cp-nav-support-1, .cp-nav-support-3, .cp-nav-support-4, .cp-nav-support-5, .cp-nav-support-6').removeClass('active'); $('.cp-nav-support-sub-1, .cp-nav-support-sub-3, .cp-nav-support-sub-4, .cp-nav-support-sub-5, .cp-nav-support-sub-6').hide(); }); $(".cp-nav-support-3").on("mouseover", function (e) { $('.cp-nav-support-sub-3').show(); $('.cp-nav-support-3').addClass('active'); $('.cp-nav-support-1, .cp-nav-support-2, .cp-nav-support-4, .cp-nav-support-5, .cp-nav-support-6').removeClass('active'); $('.cp-nav-support-sub-1, .cp-nav-support-sub-2, .cp-nav-support-sub-4, .cp-nav-support-sub-5, .cp-nav-support-sub-6').hide(); }); $(".cp-nav-support-4").on("mouseover", function (e) { $('.cp-nav-support-sub-4').show(); $('.cp-nav-support-4').addClass('active'); $('.cp-nav-support-1, .cp-nav-support-2, .cp-nav-support-3, .cp-nav-support-5, .cp-nav-support-6').removeClass('active'); $('.cp-nav-support-sub-1, .cp-nav-support-sub-2, .cp-nav-support-sub-3, .cp-nav-support-sub-5, .cp-nav-support-sub-6').hide(); }); $(".cp-nav-support-5").on("mouseover", function (e) { $('.cp-nav-support-sub-5').show(); $('.cp-nav-support-5').addClass('active'); $('.cp-nav-support-1, .cp-nav-support-2, .cp-nav-support-3, .cp-nav-support-4, .cp-nav-support-6').removeClass('active'); $('.cp-nav-support-sub-1, .cp-nav-support-sub-2, .cp-nav-support-sub-3, .cp-nav-support-sub-4, .cp-nav-support-sub-6').hide(); }); $(".cp-nav-support-6").on("mouseover", function (e) { $('.cp-nav-support-sub-6').show(); $('.cp-nav-support-6').addClass('active'); $('.cp-nav-support-1, .cp-nav-support-2, .cp-nav-support-3, .cp-nav-support-4, .cp-nav-support-5').removeClass('active'); $('.cp-nav-support-sub-1, .cp-nav-support-sub-2, .cp-nav-support-sub-3, .cp-nav-support-sub-4, .cp-nav-support-sub-5').hide(); }); // Partner $(".cp-nav-partner-1").on("mouseover", function (e) { $('.cp-nav-partner-sub-1').show(); $('.cp-nav-partner-1').addClass('active'); $('.cp-nav-partner-2,.cp-nav-partner-3, .cp-nav-partner-4, .cp-nav-partner-5').removeClass('active'); $('.cp-nav-partner-sub-2, .cp-nav-partner-sub-3, .cp-nav-partner-sub-4, .cp-nav-partner-sub-5').hide(); }); $(".cp-nav-partner-2").on("mouseover", function (e) { $('.cp-nav-partner-sub-2').show(); $('.cp-nav-partner-2').addClass('active'); $('.cp-nav-partner-1, .cp-nav-partner-3, .cp-nav-partner-4, .cp-nav-partner-5').removeClass('active'); $('.cp-nav-partner-sub-1, .cp-nav-partner-sub-3, .cp-nav-partner-sub-4, .cp-nav-partner-sub-5').hide(); }); // More $(".cp-nav-more-1").on("mouseover", function (e) { $('.cp-nav-more-sub-1').show(); $('.cp-nav-more-1').addClass('active'); $('.cp-nav-more-2,.cp-nav-more-3, .cp-nav-more-4, .cp-nav-more-5').removeClass('active'); $('.cp-nav-more-sub-2, .cp-nav-more-sub-3, .cp-nav-more-sub-4, .cp-nav-more-sub-5').hide(); }); $(".cp-nav-more-2").on("mouseover", function (e) { $('.cp-nav-more-sub-2').show(); $('.cp-nav-more-2').addClass('active'); $('.cp-nav-more-1, .cp-nav-more-3, .cp-nav-more-4, .cp-nav-more-5').removeClass('active'); $('.cp-nav-more-sub-1, .cp-nav-more-sub-3, .cp-nav-more-sub-4, .cp-nav-more-sub-5').hide(); }); $(".cp-nav-more-3").on("mouseover", function (e) { $('.cp-nav-more-sub-3').show(); $('.cp-nav-more-3').addClass('active'); $('.cp-nav-more-1, .cp-nav-more-2, .cp-nav-more-4, .cp-nav-more-5').removeClass('active'); $('.cp-nav-more-sub-1, .cp-nav-more-sub-2, .cp-nav-more-sub-4, .cp-nav-more-sub-5').hide(); }); $(".cp-nav-more-4").on("mouseover", function (e) { $('.cp-nav-more-sub-4').show(); $('.cp-nav-more-4').addClass('active'); $('.cp-nav-more-1, .cp-nav-more-2, .cp-nav-more-3, .cp-nav-more-5').removeClass('active'); $('.cp-nav-more-sub-1, .cp-nav-more-sub-2, .cp-nav-more-sub-3, .cp-nav-more-sub-5').hide(); }); }); </script> <div id="container-content"> <div id="container-area"> <div id="" class="container-fluid panels anchor center band1" style="background-color:#f7f8fa; background-image: url();"> <div class="container"> <div class="row vertical-center"><div class="col-md-12 col-sm-12"><h1>Support Programs</h1> <p>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.</p> <a href="/downloads/support-services/checkpoint-support-datasheet.pdf?v=1.0" class="btn btn-primary btn-md"> DOWNLOAD DATASHEET </a> </div> </div> </div> </div> <div id="" class="container-fluid panels anchor center band2" style="background-color:#363636; background-image: url();"> <div class="container"> <div class="row vertical-center"><div class="col-md-12 featured-band"><div style="float: left;margin-top:10px;"><span style="color: #ffffff;"><a style="color: #ffffff;" href="#direct-enterprise"><strong>Direct Enterprise Support</strong></a><a style="color: #ffffff;" href="#collab-enterprise"><strong>Collaborative Enterprise Support</strong></a></span></div> <p><a name="direct-enterprise"></a></p> </div> </div> </div> </div> <div id="" class="container-fluid panels anchor flex-start band3" style="background-color:#ffffff; background-image: url();"> <div class="container"> <div class="row vertical-center"><div class="col-md-12 col-sm-12"><h2 style="text-align: center;">Direct Enterprise Support</h2> <p style="text-align: center;">A single comprehensive contract protects all Check Point products to help your business get the most from our solutions.</p> </div><div class="col-md-6 col-sm-12"><ul> <li><strong>Standard Direct Enterprise Support – </strong>Receive unlimited phone and email support, advanced access to our large self-service knowledge base and online service with SecureTrak.</li> <li><strong>Premium Direct Enterprise Support – </strong>Enjoy all the benefits of Enterprise Standard Support, plus real-time, 24/7 mission-critical support.</li> <li><strong>Elite Direct Enterprise Support- </strong>Receive comprehensive support, plus expert access to support center resources. In addition, you will have on-demand, on-site care wherever you need it.</li> </ul> </div><div class="col-md-6 col-sm-12"><ul> <li><strong>Diamond Direct Enterprise Support – </strong>Extend your Enterprise Premium/Elite Support with personalized support, in-depth resources and consulting.</li> <li><strong>Diamond Plus Direct Enterprise Support – </strong>Communicate with your personal account manager, schedule onsite days, and tune your security to enhance performance and reduce risks.</li> </ul> </div><div class="col-md-12 col-sm-12"><table class="table table-bordered table-striped"> <thead> <tr> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Support Service</strong></div> </th> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Standard</strong></div> </th> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Premium </strong></div> </th> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Elite</strong></div> </th> <th style="text-align:left;background-color:#545454;font-size: 16px;"> <div><strong>Diamond</strong></div> </th> </tr> <tr> </tr> </thead> <tfoot> </tfoot> <tbody> <tr> <td><a href="/support-services/pro/">Check Point PRO Availability</a></td> <td>Yes</td> <td>Yes</td> <td>Yes</td> <td>Yes</td> </tr> <tr class="row-3 odd"> <td class="column-1">Basic SLA</td> <td class="column-3">5 x 9 Business Day</td> <td class="column-4">7 x 24 Every Day</td> <td class="column-5">7 x 24 Every Day</td> <td class="column-6">7 x 24 Every Day</td> </tr> <tr class="row-4 even"> <td class="column-1">Check Point Engineer On Site for Critical SRs</td> <td class="column-3">No</td> <td class="column-4">No</td> <td class="column-5">Yes**</td> <td class="column-6">Based on the Support level</td> </tr> <tr class="row-5 odd"> <td colspan="6" class="column-1">TAC Access</td> </tr> <tr class="row-6 even"> <td class="column-1">Support Focal Point</td> <td class="column-3">Technical Support Engineer</td> <td class="column-4">Technical Support Engineer</td> <td class="column-5">Technical Support Engineer</td> <td class="column-6">Designated Diamond Engineer</td> </tr> <tr class="row-7 odd"> <td class="column-1">Unlimited Service Requests</td> <td class="column-3">Yes</td> <td class="column-4">Yes</td> <td class="column-5">Yes</td> <td class="column-6">Yes</td> </tr> <tr class="row-8 even"> <td class="column-1">Committed Response time to Severity-1 issues*</td> <td class="column-3">30 Minutes</td> <td class="column-4">30 Minutes</td> <td class="column-5">30 Minutes</td> <td class="column-6">30 Minutes</td> </tr> <tr class="row-9 odd"> <td class="column-1">Committed Response time to Severity 2,3 & 4 issues*</td> <td class="column-3">4 Hours</td> <td class="column-4">Sev 2 – 2 Hours</td> <td class="column-5">Sev 2 – 30 Minutes</td> <td class="column-6">Based on the Support level</td> </tr> <tr class="row-10 even"> <td class="column-1">Sev 3 & 4 – 4 Hours</td> <td class="column-3">Sev 3 & 4 – 4 Hours</td> <td class="column-4"></td> <td class="column-5"></td> <td class="column-6"></td> </tr> <tr class="row-11 odd"> <td class="column-1">Allowed number of designated support contact per account</td> <td class="column-3">5</td> <td class="column-4">10</td> <td class="column-5">10</td> <td class="column-6">10</td> </tr> <tr class="row-12 even"> <td colspan="5" class="column-1">Support Tools</td> </tr> <tr class="row-13 odd"> <td class="column-1">Latest Hot Fixes & Service Packs</td> <td class="column-3">Yes</td> <td class="column-4">Yes</td> <td class="column-5">Yes</td> <td class="column-6">Yes</td> </tr> <tr class="row-14 even"> <td class="column-1">Major Upgrades & Enhancements</td> <td class="column-3">Yes</td> <td class="column-4">Yes</td> <td class="column-5">Yes</td> <td class="column-6">Yes</td> </tr> <tr class="row-15 odd"> <td class="column-1">Access to Check Point Products Forums</td> <td class="column-3">Full Access</td> <td class="column-4">Full Access</td> <td class="column-5">Full Access</td> <td class="column-6">Full Access</td> </tr> <tr class="row-16 even"> <td class="column-1">Access to Online Support Knowledgebase</td> <td class="column-3">Advanced</td> <td class="column-4">Expert</td> <td class="column-5">Expert</td> <td class="column-6">Expert</td> </tr> <tr class="row-17 odd"> <td colspan="6" class="column-1">Hardware Support</td> </tr> <tr class="row-18 even"> <td class="column-1">Return Material Authorization (RMA) determination</td> <td class="column-3">TAC</td> <td class="column-4">TAC</td> <td class="column-5">TAC</td> <td class="column-6">Customer</td> </tr> <tr class="row-19 odd"> <td class="column-1">RMA Shipment Method</td> <td class="column-3">Same business day shipment<sup>1</sup></td> <td class="column-4">Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment<sup>3</sup></td> <td class="column-5">Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment<sup>3</sup></td> <td class="column-6">Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment<sup>3</sup></td> </tr> <tr class="row-20 even"> <td class="column-1">Onsite RMA Shipment Method (must be purchased in addition to the regular program SLA)</td> <td class="column-3">5 x 8 x NBD Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> <td class="column-4">7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> <td class="column-5">7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> <td class="column-6">7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> </tr> </tbody> </table> <p style="font-size:16px"> </p> <p style="font-size:16px"><sup>1</sup> 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.<br /><sup>2</sup> Available in over <a href="/support-services/onsite-availability/">250 locations worldwide</a>.<br /><sup>3</sup> 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.</p> <p style="font-size:16px"><sup>*</sup> For 30 minutes SLA – real time communication (Chat, Phone) is required. <sup>**</sup> 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. <sup>***</sup> 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.</p> <p style="font-size:16px"><strong>Note:</strong> UTM-1 Edge/600/700/910/1100/1200R/1400/1500/1600/1800 RMA is shipped Next Business Day for all SLAs.<br /> Onsite Service for SG82/SG86 & DDoS appliances includes only product replacement (without a technician)</p> <p style="font-size:16px"> </p> <p><a name="collab-enterprise"></a></p> </div> </div> </div> </div> <div id="" class="container-fluid panels anchor flex-start band4" style="background-color:#ffffff; background-image: url();"> <div class="container"> <div class="row vertical-center"><div class="col-md-12 col-sm-12"><h2 style="text-align: center;">Collaborative Enterprise Support</h2> <p style="text-align: center;">Local experts backed by Check Point who understand your specific needs and speak your language.</p> </div><div class="col-md-6 col-sm-12"><ul> <li><strong>Standard Collaborative Enterprise Support – </strong>Get advanced access to our large, self-service knowledge base and a committed 30-minute response time to issues with level one severity.</li> <li><strong>Premium Collaborative Enterprise Support – </strong>Enjoy all the benefits of Standard Collaborative Support, plus real-time 24×7 Global support.</li> </ul> </div><div class="col-md-6 col-sm-12"><ul> <li><strong>Elite Collaborative Enterprise Support – </strong>Receive comprehensive support plus the possibility of having a Check Point Engineer on-site for critical SW issues.</li> </ul> </div><div class="col-md-12 col-sm-12"><table class="table table-bordered table-striped"> <thead> <tr> <th style="background-color:#545454;font-size: 16px;"> <div><strong></strong></div> </th> <th style="text-align:left;background-color:#545454;font-size: 16px;"> <div><strong>Co-Standard </strong></div> </th> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Co-Premium</strong></div> </th> <th style="background-color:#545454;font-size: 16px;"> <div><strong>Co-Elite<br /> </strong></div> </th> </tr> <tr> </tr> </thead> <tfoot> </tfoot> <tbody> <tr class="row-2 even"> <td class="column-1"><a href="/support-services/pro/">Check Point PRO Availability</a></td> <td class="column-2">YES</td> <td class="column-3">YES</td> <td class="column-4">YES</td> </tr> <tr class="row-3 odd"> <td class="column-1">End Customer SLA Alignment</td> <td class="column-2">5×9 Business Day</td> <td class="column-3">7 x 24 Every Day</td> <td class="column-4">7 x 24 Every Day</td> </tr> <tr class="row-4 even"> <td class="column-1">Check Point Engineer On Site for Cirtical SRs</td> <td class="column-2">No</td> <td class="column-3">No</td> <td class="column-4">Yes**</td> </tr> <tr class="row-5 odd"> <td colspan="4" class="column-1">TAC Access</td> </tr> <tr class="row-6 even"> <td class="column-1">Support Focal Point</td> <td class="column-2">Technical Support Engineer</td> <td class="column-3">Technical Support Engineer</td> <td class="column-4">Technical Support Engineer</td> </tr> <tr class="row-7 odd"> <td class="column-1">Committed Response time to Severity-1 issues*</td> <td class="column-2">30 Minutes</td> <td class="column-3">30 Minutes</td> <td class="column-4">30 Minutes</td> </tr> <tr class="row-8 even"> <td class="column-1">Committed Response time to Severity 2,3 & 4 issues* </td> <td class="column-2">4 Hours</td> <td class="column-3">Sev 2 – 2 Hours<br /> Sev 3 & 4 – 4 Hours</td> <td class="column-4">Sev 2 – 30 Minutes<br /> Sev 3 & 4 – 4 Hours</td> </tr> <tr class="row-9 odd"> <td colspan="4" class="column-1">Support Tools</td> </tr> <tr class="row-10 even"> <td class="column-1">Latest Hot Fixes & Service Packs</td> <td class="column-2">Yes</td> <td class="column-3">Yes</td> <td class="column-4">Yes</td> </tr> <tr class="row-11 odd"> <td class="column-1">Major Upgrades & Enhancements</td> <td class="column-2">Yes</td> <td class="column-3">Yes</td> <td class="column-4">Yes</td> </tr> <tr class="row-12 even"> <td class="column-1">Access to Check Point Products Forums</td> <td class="column-2">Full Access</td> <td class="column-3">Full Access</td> <td class="column-4">Full Access</td> </tr> <tr class="row-13 odd"> <td class="column-1">Access to Online Support Knowledgebase</td> <td class="column-2">Advanced</td> <td class="column-3">Expert</td> <td class="column-4">Expert</td> </tr> <tr class="row-14 even"> <td colspan="4" class="column-1">Hardware Support</td> </tr> <tr class="row-15 odd"> <td class="column-1">Return Material Authorization (RMA) determination</td> <td class="column-2">TAC</td> <td class="column-3">Partner***</td> <td class="column-4">Partner***</td> </tr> <tr class="row-16 even"> <td class="column-1">RMA Shipment Method </td> <td class="column-2">Same business day shipment<sup>1</sup></td> <td class="column-3">Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment<sup>3</sup></td> <td class="column-4">Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment<sup>3</sup></td> </tr> <tr class="row-17 odd"> <td class="column-1">Onsite RMA Shipment Method</td> <td class="column-2">5 x 8 x NBD</td> <td class="column-3">7 x 24 x 4H</td> <td class="column-4">7 x 24 x 4H</td> </tr> <tr class="row-18 even"> <td class="column-1">(must be purchased in addition to the regular program SLA)</td> <td class="column-2">Delivery and basic installation of replacement hardware by a certified engineer</td> <td class="column-3">Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> <td class="column-4">Delivery and basic installation of replacement hardware by a certified engineer<sup>2</sup></td> </tr> </tbody> </table> <p style="font-size:16px"> </p> <p style="font-size:16px"><sup>1</sup> 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.<br /><sup>2</sup> Available in over <a href="/support-services/onsite-availability/">250 locations worldwide</a>.<br /><sup>3</sup> 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.</p> <p style="font-size:16px"><sup>*</sup> For 30 minutes SLA – real time communication (Chat, Phone) is required. <sup>**</sup> 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. <sup>***</sup> 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%. 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