Network Support
Telephone Support Service
Telephone support forms the basis of the majority of service agreements, as it acts as the first line of support for the client. The main aim of this particular service is to deal with a wide range of issues from general advice to critical problem solving.
All support contracts offer the following standard benefits:
Bronze support is an entry-level support contract designed for low use, non-critical systems. Support is given free of charge when Check Point Software Subscription is purchased. Features of this support include:
The Bronze Plus Support is structured as an unlimited use contract for customers that require a guaranteed SLA. The following features are included in this contract:
The majority of customers seeking a comprehensive support solution prefer to take the Silver Support option. This package offers a more flexible approach due to an enhanced response time scale 7am - 7pm Monday-Friday (excluding public holidays). This level of support consists of the following features:
Gold Support is our premier support package. The service gives customers a high priority response for mission critical systems, which need 24x7 support. This premier service offers the following features:
Telephone Support Service
Telephone support forms the basis of the majority of service agreements, as it acts as the first line of support for the client. The main aim of this particular service is to deal with a wide range of issues from general advice to critical problem solving.
All support contracts offer the following standard benefits:
- Software subscription services
- Call dispatch system
- Full reporting on all call management information & statistics
- Minimum two nominated contacts
- Guaranteed response/progression time
- Problem logging via phone, fax, email or web
- Call ownership
- Bronze Support
- Bronze Plus Support
- Silver Support
- Gold Support
Bronze support is an entry-level support contract designed for low use, non-critical systems. Support is given free of charge when Check Point Software Subscription is purchased. Features of this support include:
- Basic coverage hours (8.30am – 5.30pm, weekdays)
- Two named contacts
- Unlimited support calls
The Bronze Plus Support is structured as an unlimited use contract for customers that require a guaranteed SLA. The following features are included in this contract:
- Problem Escalation to Check Point
- Unlimited Telephone Calls
- Basic coverage hours (8.30am – 5.30pm, weekdays)
- 4 hour response time
- 4 named contacts
- Half yearly report on call usage
The majority of customers seeking a comprehensive support solution prefer to take the Silver Support option. This package offers a more flexible approach due to an enhanced response time scale 7am - 7pm Monday-Friday (excluding public holidays). This level of support consists of the following features:
- Problem escalation to check point
- Unlimited support calls
- 7am-7pm service hours, weekdays (excluding statutory public holidays)
- 4 hour response (2hour for critical severity 1 problems)
- Unlimited named contacts
- Quarterly call log statistics report – tailored to your requirements
- Assigned technical and commercial account manager
- Optional annual review meeting
Gold Support is our premier support package. The service gives customers a high priority response for mission critical systems, which need 24x7 support. This premier service offers the following features:
- Problem escalation to check point
- Unlimited telephone calls
- 24x7x365 service hours. Maximum of 2 hours response ( I hour for critical, severity 1 problems)
- Unlimited named contacts
- Optional half yearly review meeting
- Monthly full log report with recommendations on increasing resolution times
- Assigned technical and commercial account manager