New Appliance Support Programs Customer FAQ
New Appliance Support Programs Customer FAQ
New Appliance Support Programs Customer FAQ
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General Overview<br />
1. What’s new in Check Point support?<br />
Check Point’s updated support program provides a single point of contact and extended<br />
capabilities. Our comprehensive and flexible appliance support plans include enhanced<br />
service level agreements (SLA) for our partners and customers. Check Point is<br />
extending its onsite support programs and adding new support plans for onsite appliance<br />
support. The latest changes also include improved product life cycle support and new<br />
hardware warranty policies.<br />
2. How do these changes benefit customers?<br />
Starting June 1 st , all Integrated IP appliances will benefit from the special Check Point<br />
appliance rates which provide customers with attractive costs savings. <strong>Customer</strong>s will<br />
also benefit from the integrated onsite support organization and the new appliance<br />
onsite programs from Check Point. The new warranty policy will enable customers with<br />
support agreements to get warranty on hardware without any additional costs.<br />
.<br />
3. Where can I find more information?<br />
Additional information about Check Point <strong>Support</strong> <strong>Programs</strong> is available from your<br />
Channel/Account Manager or you can click here for Check Point’s Security <strong>Appliance</strong>s<br />
<strong>Support</strong> <strong>Programs</strong>.<br />
Program Changes Overview<br />
4. What are the new support services offered by Check Point?<br />
Check Point’s appliance support programs provide technical support, software updates<br />
and upgrades and replacement of faulty hardware. Check Point is now offering<br />
Standard/Co-Standard next business day onsite support as well as Premium/Co<br />
Premium 4 hour’s onsite support.<br />
5. What are the new program benefits?<br />
The main benefits with the new programs includes having one unified service license<br />
agreement (SLA) for all appliances and a single point of contact for all issues – whether<br />
hardware or software related. In addiiton, Check Point is introducing reduced support<br />
rates on IP appaliances and improved SLAs - so customers can get better service for<br />
less money.<br />
6. Which appliance series are applicable for this program?<br />
The program is available for Check Point IP appliances in addition to Power-1, UTM-1,<br />
Smart-1, IAS, and VSX-1. Legacy IP Series hardware support programs will be available<br />
only as part of renewals of existing IP series hardware.<br />
Classification: [Unrestricted]—For Check Point users and approved third parties<br />
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