Service Requests – getting them right every time
Let’s go through a few preparatory steps by downloading and bookmarking some resources:
- References to support tiers and response times should be downloaded from https://www.checkpoint.com/support-services/support-plans/. Highlight your current support plan.
- The Check Point Direct Support Program Service Level Agreement document can be found at https://www.checkpoint.com/downloads/support-services/support-sla.pdf. Look for the “Severity” Definitions for Network Security product(s) section.
- Align your internal categorization of the issues with the severity levels described in the document. This should help you determine the expected response times and escalation thresholds.
- For escalation, bookmark Online Escalation Form, which can be found at https://www.checkpoint.com/support-services/online-escalation-form/. In the case of Immediate/ Severity-1 issues, please go to https://www.checkpoint...