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Customer will be entitled to receive Support through the CCSP, according to the features and benefits
provided under that offering, subject to the terms and conditions of this SLA.
2.1 Technical Support:
For Customers covered under a Check Point CES Support offering, technical Support will be provided via
the CCSP pursuant to the terms of Section 5 TECHNICAL SUPPORT. Check Point agrees to provide
Support, where appropriate, to CCSP, which may include but is not limited to, the following actions:
(a) Provide CCSP with access to product update releases, related Documentation and knowledge articles,
upon general commercial release;
(b) Provide CCSP with access to TAC Technical Representatives who will work with CCSP to diagnose
customer issues, and provide Problem Resolutions, including escalating the issue through TAC
management as needed.
2.2 Hardware Replacement. For Customers covered under Hardware Support, Check Point will use
commercially reasonable efforts to provide Hardware replacement via the CCSP in accordance with the
terms set forth in Section 4 HARDWARE REPLACEMENT.
2.3 On-site Hardware Support. For those Customers whose Hardware Support level includes an on-site
service feature, the Customer will approach their CCSP for 1
st
level diagnosis. If the CCSP determines that
the issue requires RMA replacement, the CCSP will open a Service Request on behalf of the Customer with
Check Point TAC. For Appliance with Co-Premium or Co-Elite support, after a repair action plan has been
defined by TAC, an RMA process will be initiated by TAC immediately. For Appliance with Co-Standard
support, after TAC determines with the CCSP that the hardware issue is related to a malfunction of one of
the Hardware components, and after a repair action plan has been defined, an RMA process will be initiated
by Check Point TAC. For Customers whose Hardware Support levels includes an on-site service feature,
Check Point will use commercially reasonable efforts to dispatch a Check Point Certified On-site Technician
or ACE Partner to the Site in accordance with the terms and timeframes of such plan as set forth on Exhibit
A. On-site Hardware Support is effective one (1) month from the day it was purchased. Provision of on-site
support is subject to the following limitations:
(a) On-site Hardware Support is limited to Advance Hardware Replacement only, and does not include on-
site service for Software troubleshooting or any Software related issues.
(b) On-site Hardware Support may not be available for some Check Point Hardware products or in some
geographic regions, and may require a set-up period before it can be made available to Customers.
During such set-up period, Check Point will use commercially reasonable efforts to provide to Customer
the closest available service then available, with respect to such product line or in such geographic
region. Changes may apply outside of Check Point’s normal service area.
(c) On-site service response times may be dependent upon the Customer’s Site address for the Hardware,
the timely arrival of replacement parts at Customer’s Site, and accessibility to the Site.
Note: For full unit replacement, a technician will verify that the current base software image and hotfix level
are installed and will restore a backup of the machine only if the prerequisite software image dependencies
are preinstalled and the backup files are available onsite and handy.
2.4 On-site Software Support for Critical Severity 1 Issues. For those Customers covered under Co-Elite
Support, the Customer, or CCSP partner on behalf of the Customer, shall contact Check Point TAC directly
by telephone or live chat. After TAC confirms that the matter is a Severity 1 issue, TAC and the Customer
will work diligently, with highly skilled, experienced engineers to resolve the critical situation and to restore
operation. In the case the criticality of the issue remains or no progress is made, after four (4) hours, Check
Point will use commercially reasonable efforts to dispatch a local engineer to Customer’s Site. If no local
resources are available, travel arrangements will be made for the next available flight to the Customer’s Site.
The engineer will remain on site until the issue is no longer defined as critical (an acceptable resolution or
workaround was achieved) or up to three (3) days, with travel and expense included. Provision of on-site
critical Severity 1 case support under Co-Elite Support is subject to the following limitations: