Direct Enterprise Support
Catalog row in Vendor License Programs · Cited
- Kind
- Maintenance and support
- Term
- Contract term on the order
- Aliases
- Enterprise Support; Standard / Premium / Elite
- Definition
- Support Programs page: "A single comprehensive contract protects all Check Point products to help your business get the most from our solutions." Levels: Standard (5x9 business day), Premium (7x24), Elite (7x24 with on-site engineer for critical issues), Diamond and Diamond Plus.
- Commercial rules
- Severity-1 committed response is 30 minutes at every level (real-time channel required). Standard allows 5 designated support contacts per account, Premium and Elite 10. Onsite RMA (5x8 NBD or 7x24x4H) must be bought in addition to the program SLA.
- Applies to
- All Check Point products under one contract.