Checkpoint Enterprise Support | CheckFirewalls.com

Check Point Enterprise Support programs offer a full range of features and benefits depending on the service level you choose. Use the table below to find the program that best meets your business needs.

	Standard	Premium	Diamond/ Sapphire	Premium 4H on-site**
Support Time	9 x 5 Business Day	24 x 7 Every Day	24 x 7 Every Day	24 x 7 Every Day
Latest Hot Fixes & Service Packs	Yes	Yes	Yes	Yes
Major Upgrades & Enhancements	Yes	Yes	Yes	Yes
Access to Online Support Knowledgebase	Advanced	Advanced	Expert	Advanced
Unlimited Service Requests	Yes	Yes	Yes	Yes
Hardware Warranty	3 Years	3 Years	3 Years	3 Years
Committed Response time to Severity-1 issues	4 Hours	30 Minutes	30 Minutes	30 Minutes
Committed Response time to Severity 2,3,4 issues	4 Hours	4 Hours	4 Hours	4 Hours
Issues open with	Standard Support Desk	Premium Support Desk	Designated Engineer	Premium Support Desk
RMA Determination	Support Engineer	Support Engineer	Customer	Support Engineer
Shipment & Delivery SLA	Next business day shipment, delivery usually within 2-3 business days	Same business day shipment, Next business day delivery target*	As in Premium/Premium 4hrs (if purchased)	24x7; Qualified engineer will arrive on-site within 4 hours to handle RMA
* For RMA (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. There are four regional hubs, one located in each of the following: U.S., APAC, Europe and Israel. Next day delivery during weekends is possible at no extra charge upon request. ** This service is available at selected locations. Please verify availability for your location before purchasing this service level.