Dameon Welch-Abernathy

How To Open a Case with TAC and/or Account Services

Discussion created by Dameon Welch-Abernathy Moderator on Feb 1, 2019

On occasion, a query posted to CheckMates will result in a response similar to "open a TAC case."

The contact details for TAC and/or Account Services are here: Contact Support | Check Point Software 

This article will explain briefly what TAC and Account Services are and why you are being referred there.

 

What is TAC?

TAC stands for Technical Assistance Center.

Many vendors have a TAC, a support desk, or similar and Check Point is no different.

 

Why are you sending me to TAC?

It depends on the situation, but it is generally one of:

  • Unusual behavior that needs detailed debugging difficult to do on a community like this
  • Known issue that requires a hotfix or procedure that is not publicly available
  • Requires disclosure of specific information that is not currently public

 

Who can call TAC?

Companies that have a direct support agreement with Check Point.

If you do not have a direct support agreement in place, partners can open cases with the Check Point TAC on your behalf.

 

How do I contact the TAC to open a case?

The methods for contacting support are here: Contact Support | Check Point Software 

 

What is Account Services?

Account Services is the team that handles questions around:

  • Support Contracts and Processes
  • Issues with UserCenter/PartnerMap (e.g. entitlement)
  • Licensing

 

Do I need a Support contract to contact Account Services?

No support contract is required to contact Account Services.

Issues requiring troubleshooting the product will be referred to the TAC.

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