New Appliance Support Programs Customer FAQ
New Appliance Support Programs Customer FAQ
New Appliance Support Programs Customer FAQ
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Once a week you will have a conference call with your designated engineer to centralize<br />
all open issues and verify efficiency. Once a quarter you will have a service report to<br />
summarize all activities.<br />
33. How does Enterprise Diamond PLUS program work?<br />
As a Diamond PLUS customer you get two focal points: a designated Diamond engineer<br />
and a regional technical account manager. Both designated engineers have in-depth<br />
understanding of your deployment, work processes and issues.<br />
For support, you will contact your Diamond designated engineer. For all other technical<br />
issues, work with the regional technical account manager to proactively resolve.<br />
As part of the on-going work with your regional technical account manager, you will<br />
define the best way to utilize your onsite and off-site days based on your requirements.<br />
Both focal points are part of the weekly conference call and will work together behind the<br />
scenes to optimize your deployment.<br />
34. Is the designated Check Point Technical <strong>Support</strong> Engineer focused only on my<br />
account?<br />
No, the designated Check Point Technical <strong>Support</strong> Engineer may be responsible for<br />
several Enterprise Diamond <strong>Support</strong> customers. This enables them to have a broader<br />
range of experience and knowledge while maintaining the expertise of your unique<br />
environment and needs.<br />
35. What happens if my designated Check Point Technical <strong>Support</strong> Engineer isn’t<br />
available?<br />
As part of the communication chart you will get the mobile phone number of your<br />
designated engineers and the Diamond Manager.<br />
If your designated engineer is not available because of a scheduled off-time, he will<br />
provide you with the details of a backup Diamond engineer who will take care of your<br />
needs in his absence.<br />
You can also call the regular support number (24x7), introduce yourself as a Diamond<br />
customer and ask to talk to an available Diamond engineer.<br />
36. Can I get additional phone consultation or onsite assistance?<br />
Yes, we offer additional phone consultation and onsite assistance to meet your needs.<br />
See price list for additional days. The Diamond PLUS program offers additional services<br />
and days that you can use to maximize the technical assistance you receive from Check<br />
Point.<br />
37. What does “Meet the Experts” include?<br />
Check Point’s “Meet the Experts” is an annual customer event where our product<br />
managers, engineers, and executives meet with your attendees to discuss products,<br />
features, implementations, and more. It’s a great opportunity to get direct information<br />
Classification: [Unrestricted]—For Check Point users and approved third parties<br />
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