Call a Specialist Today! 1300 505 257
Free Delivery! Free Delivery!

Check Point Support Plans
Check Point - A Leader in Securing the Internet

Check Point Support is committed to helping you maximize your technology to gain a competitive advantage in your business. Direct Enterprise Support offers direct support from the Check Point experts to help you get the most from our solutions.

Download the Check Point Support Plans Datasheet (PDF).

Direct Enterprise Support

Support Service Software Subscription Standard Premium Elite Diamond
Check Point PRO Availability N/A Yes Yes Yes N/A
Basic SLA N/A 5 x 9 Business Day 7 x 24 Every Day 7 x 24 Every Day 7 x 24 Every Day
Check Point Engineer On Site for Critical SRs No No No Yes** Based on the Support level
TAC Access
Support Focal Point N/A Desk Support Engineer Premium Support Engineer Premium Support Engineer Designated Diamond Engineer
Unlimited Service Requests N/A Yes Yes Yes Yes
Committed Response time to Severity-1 issues* N/A 30 Minutes 30 Minutes 30 Minutes 30 Minutes
Committed Response time to Severity 2,3 & 4 issues* N/A 4 Hours
Sev 3 & 4 - 4 Hours
Sev 2 - 2 Hours
Sev 3 & 4 - 4 Hours
Sev 2 - 30 Minutes
Sev 3 & 4 - 4 Hours
Based on the Support level
Allowed number of designated support contact per account N/A 5 10 10 10
Support Tools
Latest Hot Fixes & Service Packs Yes Yes Yes Yes Yes
Major Upgrades & Enhancements Yes Yes Yes Yes Yes
Access to Check Point Products Forums Read Full Access Full Access Full Access Full Access
Access to Online Support Knowledgebase N/A Advanced Expert Expert Expert
Hardware Support
Return Material Authorization (RMA) determination TAC TAC TAC TAC Customer
RMA Shipment Method Within 7 Business Days from faulty unit return Same business day shipment1 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3
Onsite RMA Shipment Method (must be purchased in addition to the regular program SLA) N/A 5 x 8 x NBD Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2

1 For Return Material Authorization determination completed by 15:00 regional hub time; otherwise shipment will occur next business day with delivery target extended by one day.
2 Available in over 250 locations worldwide.
3 Next Flight Out / Express Delivery is available in the European Union and mainland US. Appliances are shipped during normal business hours and may arrive during off hours.

Note: UTM-1 Edge/600/700/1100 /1400 RMA is shipped Next Business Day for all SLAs.