Check Point Support Plans
Check Point - A Leader in Securing the Internet
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.
Download the Check Point Support Plans Datasheet (PDF).
Direct Enterprise Support
| Support Service | Software Subscription | Standard | Premium | Elite | Diamond |
|---|---|---|---|---|---|
| Check Point PRO Availability | N/A | Yes | Yes | Yes | N/A |
| 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 | Desk Support Engineer | Premium Support Engineer | Premium 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 3 & 4 – 4 Hours |
Sev 2 – 2 Hours Sev 3 & 4 – 4 Hours |
Sev 2 – 30 Minutes Sev 3 & 4 – 4 Hours |
Based on the Support level |
| 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.
Note: UTM-1 Edge/600/700/1100 /1400 RMA is shipped Next Business Day for all SLAs.