New Appliance Support Programs Customer FAQ

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23. Is the Return and Repair service for faulty legacy IP Appliances still available? No. At the end of the 1st year warranty, Check Point will provide advanced RMA services to all appliances covered with active support contract. Accessories 24. How will the support be calculated for my new appliance accessories? All appliance accessories will be associated with an appliance; therefore, their support rate would be in accordance with the appliance support rate (account rate or reduced support rate). In the case of an accessory not attached to an appliance, it will receive the regular account rate. Pricing 25. What will be the pricing for the new programs and new SKUs? For program pricing and additional information please click here. Enterprise Diamond and Diamond PLUS 26. What is Enterprise Diamond Support? Diamond & Diamond PLUS support is Check Point’s highest support SLA. It is an annual subscription service that provides an designated expert support engineer who provides personalized, direct service to your support team and is committed to delivering comprehensive support to meet your critical needs quickly and efficiently. 27. What are the benefits of Enterprise Diamond Support? • Designated Enterprise Support technical engineer for all your support needs • Coordination of all Check Point resources, including R&D for fast problem resolution and implementation of best practices. • Weekly calls to manage all on-going issues and quarterly service reviews • “Expert” level access to SecureKnowledge • HF to HFA with high-priority to all Diamond related HFs • Accelerated hardware replacement policies • 4-10 days of onsite support; 2-6 half-day phone consultation sessions (Note: The exact amount is per account size; you can click here for more information • Annual “Meet the Experts” meeting in Check Point Headquarters Classification: [Unrestricted]—For Check Point users and approved third parties 6
28. What are the additional benefits of Enterprise Diamond PLUS Support? • A designated, regionally-based focal point for all technical aspects of your security deployment • Up to 20 additional onsite days and 70 additional off-site days that can be used to augment your security staff, eliminate problems before they occur and improve the overall satisfaction from your security & networking deployment (Note: The exact amount is per account size, click here for more information) 29. What can I use the Diamond PLUS onsite and off-site days for? We will work with you to tailor the service to your needs. Some examples: • On-going account management • Project planning and management • Network administration and operation assistance • Verification of changes to your deployment before implementation to reduce risk • Tuning of your deployment to enhance performance and avoid problems • Proactive support to notify you of potential maintenance actions you should to avoid problems 30. What can I use the Diamond onsite days for? We recommend scheduling at least one visit a year for your designated engineer to come onsite and review your team, deployment, and procedures. You can also use the onsite days for planning and executing complex maintenance operations, to review your deployment for maximum efficiency and resilience, or to receive specialized training. 31. Why should I choose Enterprise Diamond and Diamond PLUS Support? Enterprise Diamond and Diamond PLUS customers enjoy a more personalized and direct relationship with Check Point that ensures consistent, quality support from an expert they trust. The Diamond customers receive the highest priority in resource allocation and R&D attention, and their needs are constantly reviewed by Check Point senior management. In complex, mission-critical networks, even a small problem can have a large impact on business continuity. Enterprise Diamond and Diamond PLUS support customers have a direct method to reach a technical expert who knows their environment and can resolve their issues as quickly and efficiently as possible. 32. How does Enterprise Diamond Support work? Your designated Check Point Technical Support Engineer is your primary point of contact for all your support needs. You should contact him/her directly when you have a problem or question. The engineer will log your call in SecureTrak and begin working to resolve your issue, using their knowledge of your environment to quickly identify the problem and solutions. If for some reason they’re not able to provide a solution, they’ll consult with R&D engineers who will treat it with high priority until your issue is resolved. Classification: [Unrestricted]—For Check Point users and approved third parties 7
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New Appliance Support Programs Customer FAQ

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