Check Point Collaborative Enterprise Support combines the unique capabilities of local Certified Collaborative Support Provider (CCSP) partners with the in-depth expertise and resources of Check Point, giving you the best support available to keep your business secure.
Your local CCSP is your point of contact for all your support issues, providing first-line support in your language with an intimate understanding of your environment and support needs. If additional support is required, your CCSP will work directly with Check Point's global, 24x7 Technical Assistance Centers for backline support. Well-defined processes and documented Service Level Agreements (SLAs) ensure that the company meets your expectations for quality and satisfaction.
You will receive Advanced Access to SecureKnowledge, a comprehensive self-service database designed to quickly and easily answer all your technical installation, configuration, and upgrade needs on Check Point products.
Faster, more efficient resolutions
Check Point's teams work together seamlessly to ensure that your issues reach the right resources quickly, eliminating costly delays from multiple handoffs and repetition of information. Collaborative support provides you with a deep understanding of your environment and unique needs, enabling you to resolve your issues more quickly and efficiently, increasing your satisfaction and return on investment (ROI).
Quality service from certified security experts
CCSPs are dedicated to first-class service and support and must continually meet stringent Check Point customer satisfaction and quality requirements. All CCSPs are required to have Check Point certified security experts on staff, knowledgeable about the latest Check Point releases and products.
Urgent support from Check Point
Check Point offers committed response times and direct access for Severity 1 issues, defined as a problem with major system effect or system downtime. Check Point is committed to giving you, Check Point's customer, immediate support for your most urgent issues, 24 x 7. For Severity 1 issues, you can contact Check Point directly or indirectly based on your program level for quality, highly available support for your mission-critical needs. Check Point's highest-level program offers "fast path" escalation, ensuring that Check Point's senior support engineers handle your support issues at first contact.
Expanded access to online, self-service toolsProduct Highlights
You will have advanced access to SecureKnowledge, Check Point's self-service knowledgebase of thousands of in-depth solutions, articles, and comprehensive technical guides written by Check Point experts. Not only will you reduce your support times and resolve common issues, but you also will increase your internal skills and productivity.
- First-line support on all your Check Point products from your local CCSP
- Global, "follow the sun" backline support from Check Point
- Advanced access to thousands of solutions in SecureKnowledge, Check Point's online, self-service knowledgebase
- Prioritized routing for severe issues that demand immediate attention
- Clear visibility of issues escalated to Check Point using SecureTrak, Check Point's online request and reporting system
- Access to upgrades and major releases
- Regular customer satisfaction reviews and quality assessments
- Committed Service Level Agreements (SLAs) from Check Point