Check Point Direct Support Program Service Level Agreement
©2024 Check Point Software Technologies Ltd. All rights reserved | P. 11
[Restricted] ONLY for designated groups and individuals
4.2 Hardware Replacement Procedure. For Customers who have purchased Support for their Hardware,
Check Point will attempt to diagnose and resolve problem over the phone or web. Upon determination that
the Hardware issue is related to a malfunction of one of the Hardware components, an RMA process will be
initiated by Check Point TAC. Check Point TAC will either issue a replacement of the faulty part (like Power
Supply, Fan, Hard Disk, etc.) or a full Unit Replacement. Check Point will send the required hardware to the
Site location, as it appears in Customer’s User Center and as verified with Customer when opening the
Support Service Request, in accordance with the Hardware Support Plan Check Point designates for that
Hardware.
Customer must ship back the faulty Hardware product (or replaceable unit) suitably packaged according to the
guidelines, as specified by Check Point in the RMA letter shipped with the replacement, to a location that
Check Point designates; return shipment of the faulty Hardware should be made within five (5) business days
of the arrival of the replacement or approval of the RMA for Shelf Spare Unit usage, or pay standard Check
Point list price of replacement for any Hardware.
4.3 Dead on Approval (DOA). If a defective Hardware product covered under warranty fails to operate within
thirty (30) days from its activation, or no more than one hundred and twenty (120) days from the date of Check
Point’s shipment of the Hardware product,
whichever is less, Check Point will provide expedited replacement
of a new unit within two (2) business days from Check Point fulfillment hub, following confirmation of any such
failure. Customers outside of the fulfillment hub region should allow for additional transit time due to
international customs clearance.
5. TECHNICAL SUPPORT:
5.1 Web-based Support. Check Point web-based Support available at URL: https://support.checkpoint.com
provides the Customer access to:
(a) Documentation, containing product documentation, release notes, troubleshooting guides and technical
white papers about Check Point Software and Hardware products, as releases become generally
commercially available.
(b) SecureKnowledge
SM
, a self-service knowledge base, restricted repository of thousands of technical
documents as well as tools covering everything from planning installation and upgrades, to understanding
error messages and fixing specific known issues. Technical solutions, how-to’s, and troubleshooting
documents written by Check Point engineers and technical staff are added daily. Customer may have
Advanced or Expert Access in accordance with their Support level and the specifications of this
Agreement. When a solution is identified to solve an issue, Check Point TAC may share this solution with
Customer via email or verbal communication.
(c) Software Subscription Downloads, restricted download site for the sole use of the Supported
Customer; includes latest product upgrades, Hot Fix Accumulators (HFAs), Feature Packs, security fixes,
tools, and utilities for the contract term. Software Subscription guarantees that Check Point solutions are
kept as current as possible through the latest product enhancements and capabilities. For Major Product
releases, Customer may request Check Point to ship a Media Kit that includes Software upgrade
package.
(d)
Product Forums, containing shared knowledge of Check Point products and solutions within an online
community of customers, partners and employees, as well as news on Check Point products and
technologies. Support Customers can view and post on the discussion threads in all Forums.
5.2 Contact TAC. Customer’s access to TAC should be either by telephone, by web request, or by live chat.
(a) By Telephone: Contact the nearest TAC (refer to URL: https://www.checkpoint.com/support-
services/contact-support/) An Automatic Call Distribution System will prompt Customer to select
appropriate Support Plan options. After Customer is directed to a TAC Technical Representative,
Customer’s email address must be provided. Once TAC verified Customer is a Designated Contact and
account has a valid Support contract, TAC will inquire information about the issue and create a Service
Request in the Check Point database.