Compare Enterprise Support
Check
Point Enterprise Support programs offer a full range
of features and benefits depending on the service
level you choose. Use the table below to find the
program that best meets your business needs.
Direct Enterprise Support
| Support Service | Software Subscription | Standard | Premium | Diamond (On Top Of Premium) |
|---|---|---|---|---|
| Basic SLA | N/A | 5x9 Business Day | 7 x 24 Every Day | 7 x 24 Every Day |
| Latest Hot Fixes & Service Packs | Yes | Yes | Yes | Yes |
| Major Upgrades & Enhancements | Yes | Yes | Yes | Yes |
| Support Focal Point | N/A | Desks Support Engineer | Premium Support Engineer | Designated Diamond Engineer |
| Unlimited Service Requests | N/A | Yes | Yes | Yes |
| Committed Response time to Severity-1 issues | N/A | 30 Minutes | 30 Minutes | 30 Minutes |
| Committed Response time to Severity 2,3 & 4 issues | N/A | 4 Hours | Sev 2 – 2 Hours Sev 3 & 4 – 4 Hours |
Sev 2 – 2 Hours Sev 3 & 4 – 4 Hours |
| Access to Check Point Products Forums | Read | Full Access | Full Access | Full Access |
| Access to Online Support Knowledgebase | N/A | Advanced | Expert | Expert |
| Appliance Support* | ||||
| Default Appliance support (if the appliance is covered within the account rate) | 1st Year Warranty | Standard | Premium | Premium |
| Return Material Authorization (RMA) determination | 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 |
| 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 engineer |
7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer |
- 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
- Available in over 250 locations world wide.
- 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 or next business day until 9AM.
* Learn more about Check Point Security Appliances Support Programs
Personalized Support
Extend Enterprise Premium Support with personalized Diamond/Diamond PLUS Programs with a designated engineer, unique support number, in-depth resources, consulting, and more.
Choose the Collaborative Enterprise Support level and backline support that best meets your needs:
Collaborative Enterprise Support
| Support Service | Co - Standard | Co - Premium | Co - MSP |
|---|---|---|---|
| TAC access by the certified support partner / MSP | 7 x 24 Every Day | 7 x 24 Every Day | 7 x 24 Every Day |
| Latest Hot Fixes & Service Packs | Yes | Yes | Yes |
| Major Upgrades & Enhancements | Yes | Yes | Yes |
| Support Focal Point (to partner/ MSP) | Desks Support Engineer | Premium Support Engineer | Premium Support Engineer |
| Unlimited Service Requests | Yes | Yes | Yes |
| Committed Response time to Severity-1 issues | Indirect 30 Minutes | Direct 30 Minutes | Direct 30 Minutes |
| Committed Response time to Severity 2,3 & 4 issues | 4 Hours | Sev 2 - 2 Hours Sev 3 & 4 - 4 Hours |
Sev 2 - 2 Hours Sev 3 & 4 - 4 Hours |
| Direct Access to Check Point TAC for Severity-1 issues | No | Yes 7 x 24 | Yes 7 x 24 |
| Access to Check Point Products Forums | Full Access | Full Access | Full Access |
| Access to Online Support Knowledgebase | Advanced | Expert | Expert |
| Appliance Support* | |||
| Default Appliance support (if the appliance is covered within the account rate) | Co - Standard | Co - Premium | Co - Premium |
| Return Material Authorization (RMA) determination | TAC | TAC | TAC |
| 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 (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 engineer |
7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer |
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 world wide.
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 or next business day until 9AM.
* UTM-1 Edge RMA is shipped Next Business Day for all SLAs.
* Learn more about Check Point Security Appliances Support Programs