Danny Jung

Check Point Support Paths

Discussion created by Danny Jung Champion on Sep 8, 2017

Depending on your Support Plan (PDF) with Check Point you have either

 

1| Direct Enterprise Support (EBS) or

delivers comprehensive support and protection directly from Check Point experts to help businesses efficiently use Check Point solutions. From access to the latest security technologies and major upgrades to personalized support from engineers, we’re committed to protecting your business and your investment. Check Point EBS offers unlimited coverage and support across all your Check Point products with one simple contract. You’re guaranteed access to critical hot fixes, major upgrades, and the latest product enhancements to keep pace with evolving threats and to take advantage of new technologies. Extend your valuable internal support resources with online self-service tools like SecureTrakSM and thousands of proven solutions in SecureKnowledgeSM Get global, 7x24 support for your mission-critical issues from our experienced and certified technical support staff and choose from our onsite upgrade options if you need replacement hardware fast. You can rely on direct support from Check Point EBS for fast and efficient support that meets your needs—anytime, anywhere.

 

2 | Collaborative Enterprise Support (CES)

which delivers local, personal support through a certified collaborative support partner (CCSP) who has access to expert tools and resources and is backed by Check Point global technical assistance centers (TAC).

 

How Collaborative Enterprise Support Works

Any time you need help contact your local CCSP Support Provider first. With Collaborative Enterprise Support, Check Point provides only backline support. For first-line SLA and pricing please contact your local CCSP. That means besides your CES service contract with Check Point you'll also want to sign a first-line support contract with your CCSP partner as it is your point of contact for any support issue. Service Requests (SR) with Check Point support can only be opened by your certified and trained support partner who understands your needs.

 

3 | Check Point PRO (PDF) - Monitoring & Reporting

compliments your (1- EBS) or (2 - CES) and takes your support to the next level by adding proactive reactions.

It combines security expertise and machine intelligence to monitor your management and security gateways daily and identify points of failure before they occur. When a severe issue is detected, a Check Point PRO expert proactively contacts you to help resolve the issue and prevent service downtime. Check Point PRO also provides you with a comprehensive report, delivering an overview of your overall security, diagnostics and actionable insights.

 

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Depending on your support plan you can either directly (1 - EBS) use the following support services or have your CCSP partner to use these within your (2 - CES) support contract.

Search the Knowledge Base (Advanced or Expert Access).

Open an Online Service Request

Start a Support Chat

Call a TAC

Use the Check Point TAC Support Escalation Path

 

But even without a support plan you can always use the following offerings and resources.

Buy Professional Services (Pricelist SKUs) and use the Professional Services Escalation Matrix.

Start a discussion or ask a question on CheckMates.

Search the Knowledge Base (Guest Access).

Attend an ATC training.

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