# Diamond Amendment To the Check Point Direct Support Program Service Level Agreement Rev. March 24, 2022 --- This Amendment (the “Amendment”) is made effective ________, 20__, by and between Check Point Software Technologies Ltd. (“Check Point”) and __________________________ (“Customer”). WHEREAS, the parties have previously entered into an Check Point Direct Support Program Service Level Agreement for Enterprise Software Subscription utilizing the Premium, PremiumPRO or Elite Support Level (“Premium or Elite SLA”) and the parties wish to amend the Premium or Elite SLA to reflect the additional benefits of the Diamond Support Program (“Diamond Support Program”) by incorporating the changes defined below; NOW THEREFORE, in consideration of the mutual covenants, representations, promises, obligations and other valuable consideration, the receipt and adequacy of which is hereby acknowledged, the parties agree as follows: ## 1. Term The term of the Diamond Support Program is intended to be co-terminus with Customer’s existing The term of the Diamond Support Program is intended to be co-terminus with Customer’s existing Premium or Elite SLA. In the event this is not a renewal with an existing support program and Customer purchases a Diamond Support Program for a Term of less than one (1) year, then the offerings and charges shall be pro-rated based on the table set forth in Check Point’s price list, rounded down to the nearest integer, and shall terminate with the expiration of the existing Premium or Elite SLA. Cost for Additional Onsite Assistance for a Diamond Support Program with a Term of less than one (1) year shall be quoted separately by Check Point. ## 2. Technical Contact Person The Diamond Support Program provides Customer with a designated named Diamond Technical The Diamond Support Program provides Customer with a designated named Diamond Technical Contact person and direct contact phone numbers. Every pre-determined period between Customer and the designated engineer (target is once every 1-2 weeks), there will be a conference call between the Customer and the designated engineer to review all progress on current pending issues, and to discuss on-going plans to allow better preparation to them. Once a quarter, the designated engineer will send Customer a report outlining services rendered in the past quarter. | Program | Diamond | Dedicated Diamond | Global Diamond | | --- | --- | --- | --- | | On-site Diamond Days per Contractual Year | 10 | 20 | 20 | Customer’s onsite assistance included in the chosen Diamond Support Program consists of a certain number of days per contractual year (per the table below). The number of days utilized by Customer in each onsite visit shall be at Customer’s sole discretion, according to its needs. Notice that any such visit lasting less than 3 days may cause T&E expenses to be billable to Customer. On-site work during weekend / local national or religious holidays will require the deduction of 2 Diamond days per work day. ## 3. Onsite Consultations Customer’s onsite assistance included in the chosen Diamond Support Program consists of a certain Onsite assistance included in the chosen Diamond Support Program shall be coordinated with Check Point at least 15 business days in advance, excluding emergency onsite requests, in which Check Point will use commercially reasonable efforts to provide earlier onsite assistance. Cancellation requests must be received by Check Point in writing at least 5 days prior to the scheduled consultation date. Cancellations received with less than 5 days advance notice may result in loss of Diamond consultation day(s) as follows: - Cancellation between 5 and 3 days before the date: - Cancellation between 3 and 1 day before the date: 1 Diamond Day 2 Diamond Days - Cancellation between 3 and 1 day before the date: - Cancellation 1 day before the date: 2 Diamond Days 3 Diamond Days - Cancellation 1 day before the date: 3 Diamond Days Professional Services days are not part of the Diamond coverage and therefore cannot be exchanged for Diamond days. Diamond Days are set as per the applicable Diamond contract. As such, any days that have not been utilized prior to the end of each contractual year shall become obsolete, and cannot be transferred to the following year. Likewise, if the contract is multi-year, the Diamond days allocated as per the Diamond level is accounted per year and cannot be carried over to the subsequent years of the multi-year contract. When travel is not permissible due to any restrictions or advisories, onsite assistance requests can be fulfilled remotely via Zoom/WebEx meetings where possible. It is the responsibility of the customer to provide local hands to carry out any in-person onsite changes and provide out of band access to hosts/devices on which work needs to be performed by the designated Diamond technical person. ## 4. Additional Onsite Assistance For any onsite assistance required, in addition to the number of days specific to the chosen Diamond With respect to Check Point appliances only (“Appliances”)*, the Diamond Support Program provides Customer with RMA Diamond service. Upon receiving an RMA request with the details on the Appliance related issue, Check Point TAC will process the RMA immediately. Check Point’s preference is that an active CCSE certified engineer from the Customer’s staff will perform troubleshooting and determine that an RMA is required**. In any case, if the rate of “false positives” determinations (i.e. cases where the Customer requested RMA turns out not to be needed and no problem was found in the returned machine) is higher than 20% annually, this privilege might be revoked and Check Point will require troubleshooting and diagnosis to be done with the Check Point engineer before an RMA is approved and processed. As Diamond Support Program is co-terminus with Customer’s existing Premium or Elite SLA, Customer may purchase a Premium or Elite 4-Hour On-site service for expedited RMA delivery. * This Section 5 does not apply to the 61000/64000 or 41000/44000 appliance and to appliances utilizing third party-vendor servers and platforms (including but not limited to IAS M-Series, IAS D-Series, IAS R-Series and IAS X-Series). **On supported Check Point Appliances (refer to sk97251), Check Point would request the Customer to use Check Point’s Hardware Diagnostic Tool before claiming for RMA. This is not mandatory, but necessary for eliminating software issues perceived as failing hardware. ## 6. Access to SecureKnowledge In addition to its current Advanced Access to SecureKnowledge, Customer shall receive access to In addition to its current Advanced Access to SecureKnowledge, Customer shall receive access to the Expert section in SecureKnowledge. The information contained there is provided “as is” and without warranty and shall be kept confidential by Customer. Customer may use the information for its internal use only and shall not disclose it to any third party without the written consent of Check Point. ## 7. Access to Downloads Customer shall receive access to certain additional information and tools used by Check Point Customer shall receive access to certain additional information and tools used by Check Point Technical Services as well as Check Point Certified Support Partners. The information and tools are provided “as is” and without warranty of any kind and shall be kept confidential by Customer. Customer agrees to be bound by the terms of the “download disclaimer” as it appears in the Download Section. Customer may use the information and tools for its internal use only and shall not disclose it to any third party without the written consent of Check Point. ## 8. Meet the Experts Customer will be able to send three to six employees to Check Point’s annual “Meet the Experts” conference and meet with Check Point executives, senior managers, developers, and engineers. Customer will have an opportunity to discuss its particular issues and needs, product features, development plans, with all information kept strictly confidential. Customer may only send employees of their company who are approved by Check Point and these employees must sign a confidential non-disclosure agreement as part of their attendance. At Customer’s request, Check Point will maintain updated configuration information of Customer’s network and specific configurations. Particularly, Check Point will maintain CPinfo files and MDS Backup files of Customer’s management station(s) as well as applicable enforcement points. Check Point will use commercially reasonable efforts to work with Customer to efficiently simulate and emulate critical business systems as needed. --- IN WITNESS WHEREOF, the parties hereto signify their assent to the terms and conditions set forth by their signatures below. Customer By: _______________________________ Name: _____________________________ Title: _______________________________ Date: ______________________________ Check Point Software Technologies Ltd. By: ________________________________ Name: ______________________________ Title: _______________________________ Date: _______________________________