# Check Point TAC Support Escalation Path

In case an escalation of a Service Request (SR) is required for any reason, please follow the process below.

## Escalation to Manager

You can escalate to the Manager via email.

Locate the direct manager’s contact details in the Technical Support Engineer’s signature in the Service Request email.

**You can also escalate to the Manager in UserCenter.**

1. Log into [User Center](https://usercenter.checkpoint.com/usercenter/index.jsp)
2. From the navigation, select “Support” / “Help” / “View Service Requests”
3. Open the Service Request and click the “Request Manager Escalation” button at the top right corner.

## Immediate / Severity-1

**1. Phone** – Call the following TAC phone numbers and request to speak with the Manager on Duty:  
Canada: +1 (888) 361 5030/+1 (613) 271 7950  
EMEA: +44-114 478 2845  
Americas: (US) +1 (972) 444-6600  
Australia: 1800 805 793  
New Zealand: 0800 443 601  
India: 0008000507005

**2. Email** – [Fill out the Online Escalation Form](https://www.checkpoint.com/support-services/online-escalation-form/)  
Upon escalation, the Customer Support Senior Management will receive the email. The Manager on Duty will assume responsibility, lead the communication with the customer, and define the next steps/action plan in order to expedite resolution. For Severity-1 incidents, an internal protocol will be triggered with visibility to TAC senior management, until resolution or mitigation of the incident. For licensing and account related issues, please contact [Account Services](https://help.checkpoint.com/).

**Check Point TAC Support Contacts**

| Organization | Name | Email | Phone |
| --- | --- | --- | --- |
| Israel TAC | Orel Vanounou | [orelv@checkpoint.com](mailto:orelv@checkpoint.com) | [+972 50-5847004](tel:+972505847004) |
| Americas TAC | Richard Brannock | [rbrannoc@checkpoint.com](mailto:rbrannoc@checkpoint.com) | [+1 972-672-4780](tel:+19726724780) |
| Canada TAC | Kevin Charles | [kcharles@checkpoint.com](mailto:kcharles@checkpoint.com) | [+1 613-851-8122](tel:+16138518122) |
| APAC TAC | Harkant Singh | [harkants@checkpoint.com](mailto:harkants@checkpoint.com) | [+91 9008585965](tel:+919008585965) |
| SASE Support | Dan Weinstein | [dannywe@checkpoint.com](mailto:dannywe@checkpoint.com) | [+972 52-8548917](tel:+972528548917) |
| Email Security Support | Carlos Moreira | [cmoreira@checkpoint.com](mailto:cmoreira@checkpoint.com) | [+ 1 332-900-7223](tel:+13329007223) |
| End Point Support | Denis Quintal | [dquintal@checkpoint.com](mailto:dquintal@checkpoint.com) | [+1 613-882-6979](tel:+16138826979) |
| Diamond Services | Ido Shimoni | [ido@checkpoint.com](mailto:ido@checkpoint.com) | [+32 484 95 67 21](tel:+32484956721) |