CHECK POINT

YOU DESERVE THE BEST SECURITY

COLLABORATIVE ENTERPRISE SUPPORT (CES) SERVICE LEVEL AGREEMENT

This Collaborative Enterprise Support Service Level Agreement (the "SLA") is an agreement between you, the Certified Collaborative Support Provider (hereinafter "CCSP") and Check Point Software Technologies Ltd. (hereinafter "Check Point"). This SLA is intended to identify the features and define the processes involved with the delivery of various support functions to CCSP for the Software and Hardware products purchased and licensed from Check Point under this collaborative relationship.

1. DEFINITIONS:

• Advance Hardware Replacement: A Hardware replacement service for Customers who have purchased Hardware Support, whereby after Check Point TAC approves an RMA, Check Point delivers a replacement to Customer's Site before Customer returns the faulty hardware to Check Point.
• ACE Partner: An authorized Check Point partner who is staffed with Check Point Certified Professionals and Appliance Certified Experts (ACE) in accordance with Check Point ACE Partner requirements.
• Activation Date: The date a License Key is registered for activation of Software within the Check Point User Center.
• Appliance: Alludes to Hardware in the context of this SLA.
• Business Day: A normal working day in the time zone where the Customer is located.
• CCSE: Stands for Check Point Certified Security Expert, a recognized certification by Check Point for Internet security.
• CCSM: Stands for Check Point Certified Security Master, validating advanced troubleshooting, configuration, and optimization abilities.
• CCSP: The Certified Professional with expertise and knowledge of customer needs providing first-line support.
• CCTE: A Check Point Certified Troubleshooting Expert providing advanced troubleshooting skills.
• Certified Professional: An individual who has passed the appropriate Check Point Certification Tests.
• Documentation: User and technical manuals provided by Check Point for use with the Software and Hardware.
• Endpoint Security Product(s): Check Point products focusing on Endpoint device security.
• Error: A product error that degrades the product compared to Check Point's published functionality.
• Hardware: A computing device sold by Check Point for executing the specific Check Point Software supplied with it.
• Intellectual Property: Patents, copyrights, trademarks, and trade secrets.
• Severity Definitions: Different categories of Error impacts ranging from critical issues to minor problems.

2. SUPPORT:

A description of Check Point's CES Support offerings is set forth on Exhibit A, attached hereto. Upon Check Point's acceptance of a valid purchase order, and corresponding payment for that Support offering selected, Customer will be entitled to receive Support through the CCSP, according to the features and benefits provided under that offering.

2.1 Technical Support:

For Customers covered under Check Point CES Support, technical Support will be provided via the CCSP. This includes access to product update releases and TAC Technical Representatives.

2.2 Hardware Replacement:

For Customers covered under Hardware Support, Check Point will use commercially reasonable efforts to provide Hardware replacement via the CCSP.

2.3 On-site Hardware Support:

On-site Hardware Support may be limited to Advance Hardware Replacement and does not include support for Software troubleshooting.

2.4 On-site Software Support for Critical Severity 1 Issues:

For Co-Elite Support, a local engineer will be dispatched for critical issues after TAC confirmation.

2.5 Support Lifecycle:

Check Point provides a comprehensive support lifecycle. Details of this lifecycle policy are available on their website.

2.6 Nonconformance:

If problems are due to nonconformance to specifications, Check Point will provide fixes as available.

2.7 Exclusions:

Support does not include installation of Software, Professional Services, or modification of software code.

3. CCSP AND CUSTOMER OBLIGATIONS:

CCSP is responsible for maintaining alignment between Customer, CCSP, and Check Point support levels. CCSP will perform Level 1 and Level 2 Support as defined.

4. HARDWARE REPLACEMENT:

4.1 Hardware Replacement Procedure:

For Customers with Support, if a Hardware issue is suspected, the CCSP will open a Service Request with Check Point TAC for RMA.

4.2 Dead on Arrival (DOA):

If a defective Hardware product fails to operate within defined timeframes, Check Point will expedite a replacement.

5. TECHNICAL SUPPORT:

5.1 Web-based Support:

Check Point provides access to documentation and a knowledge base through its websites.

5.2 Contact TAC:

CCSP will contact TAC and must provide Customer’s account details for Service Requests.

5.3 Technical Support Procedures:

A multi-tier support model is used for Problem Resolution.

6. LIMITATION OF LIABILITY:

No liability for consequential damages or loss of profits will be accepted by Check Point.

7. TERM AND TERMINATION:

7.1 Termination:

Check Point may terminate the SLA in case of non-payment or failure to maintain support standards.

8. MISCELLANEOUS:

8.1 Force Majeure:

Neither party shall be liable for failure due to events outside control.

9. OFFICE LOCATIONS:

Worldwide offices and contact details for Check Point Software Technologies Ltd.

EXHIBIT A

Check Point CES Support Plan Descriptions

Support offerings vary by product family and service geographic area. The available programs will enable proactive monitoring of the Check Point environment.