Support Programs - Check Point Software
Security Advisory - July 2026 Frontier AI Security and Hardening Update.
Support Programs
A variety of flexible support programs that keep pace with threats – and your business.
We Not Only Understand Your Needs, We Also Anticipate Them
With a full range of support programs for customers and partners, we are committed to helping you maximize your technology to gain a competitive advantage in your business.
- Direct Enterprise Support
Direct support from Check Point experts to help you get the most from our solutions.
- Collaborative Enterprise Support
Local experts, backed by Check Point, who understand your specific needs and speak your language.
Direct Enterprise Support
A single comprehensive contract protects all Check Point products to help your business get the most from our solutions.
Standard Direct Enterprise Support – Receive unlimited phone and email support, advanced access to our large self-service knowledge base and online service with SecureTrak.
Premium Direct Enterprise Support – Enjoy all the benefits of Enterprise Standard Support, plus real-time, 24/7 mission-critical support.
Elite Direct Enterprise Support- Receive comprehensive support, plus expert access to support center resources. In addition, you will have on-demand, on-site care wherever you need it.
Diamond Direct Enterprise Support – Extend your Enterprise Premium/Elite Support with personalized support, in-depth resources and consulting.
Diamond Plus Direct Enterprise Support – Communicate with your personal account manager, schedule onsite days, and tune your security to enhance performance and reduce risks.
| Support Service | Standard | Premium | Elite | Diamond |
|---|---|---|---|---|
| Check Point PRO Availability | Yes | Yes | Yes | Yes |
| Basic SLA | 5 x 9 Business Day | 7 x 24 Every Day | 7 x 24 Every Day | 7 x 24 Every Day |
| Check Point Engineer On Site for Critical SRs | No | No | Yes** | Based on the Support level |
| TAC Access | ||||
| Support Focal Point | Technical Support Engineer | Technical Support Engineer | Technical Support Engineer | Designated Diamond Engineer |
| Unlimited Service Requests | Yes | Yes | Yes | Yes |
| Committed Response time to Severity-1 issues* | 30 Minutes | 30 Minutes | 30 Minutes | 30 Minutes |
| Committed Response time to Severity 2,3 & 4 issues* | 4 Hours | Sev 2 – 2 Hours | Sev 2 – 30 Minutes | Based on the Support level |
| Sev 3 & 4 – 4 Hours | Sev 3 & 4 – 4 Hours | |||
| Allowed number of designated support contact per account | 5 | 10 | 10 | 10 |
| Support Tools | ||||
| Latest Hot Fixes & Service Packs | Yes | Yes | Yes | Yes |
| Major Upgrades & Enhancements | Yes | Yes | Yes | Yes |
| Access to Check Point Products Forums | Full Access | Full Access | Full Access | Full Access |
| Access to Online Support Knowledgebase | Advanced | Expert | Expert | Expert |
| Hardware Support | ||||
| Return Material Authorization (RMA) determination | TAC | TAC | TAC | Customer |
| RMA Shipment Method | Same business day shipment1 | Same business day shipment1 | Same business day shipment1 | Same business day shipment1 |
| Onsite RMA Shipment Method (must be purchased in addition to the regular program SLA) | 5 x 8 x NBD Delivery and basic installation of replacement hardware by a certified engineer2 | 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 | 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 | 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 |
1 Check Point shall use commercially reasonable efforts to ship the replacement hardware on the same business day; however, shipment may occur on the next business day if required for operational reasons.
2 Available in over 250 locations worldwide.
* For 30 minutes SLA – real time communication (Chat, Phone) is required. ** CP Engineer on site SLA: -Emergency Engineer dispatch for critical issues within 4 Hrs from case open time (critical issue: Severity 1 – network down issue which requires 7×24 resolution from both customer, partner, and Check Point), see definition. *** RMA approval certification requires full account coverage in CO-Premium /Co-Elite SLA, Appliance Training; Certification requires Annual RMA rate lower than 7.5% and False Positive Rate lower than 25%. Partners cannot approve RMA for IAS Appliances.
Note: UTM-1 Edge/600/700/910/1100/1200R/1400/1500/1600/1800 RMA is shipped Next Business Day for all SLAs.
Collaborative Enterprise Support
Local experts backed by Check Point who understand your specific needs and speak your language.
- Standard Collaborative Enterprise Support – Get advanced access to our large, self-service knowledge base and a committed 30-minute response time to issues with level one severity.
- Premium Collaborative Enterprise Support – Enjoy all the benefits of Standard Collaborative Support, plus real-time 24×7 Global support.
- Diamond – Extend your Enterprise Co-Premium/Elite Support with personalized support, in-depth resources, and consulting.
- Elite Collaborative Enterprise Support – Receive comprehensive support plus the possibility of having a Check Point Engineer on-site for critical SW issues.
| Co-Standard | Co-Premium | Co-Elite | Diamond | |
|---|---|---|---|---|
| Check Point PRO Availability | YES | YES | YES | YES |
| End Customer SLA Alignment | 5×9 Business Day | 7 x 24 Every Day | 7 x 24 Every Day | 7 x 24 Every Day |
| Check Point Engineer On Site for Cirtical SRs | No | No | Yes** | Based on the Support level |
| TAC Access | ||||
| Support Focal Point | Technical Support Engineer | Technical Support Engineer | Technical Support Engineer | Designated Diamond Engineer |
| Committed Response time to Severity-1 issues* | 30 Minutes | 30 Minutes | 30 Minutes | 30 Minutes |
| Committed Response time to Severity 2,3 & 4 issues* | 4 Hours | Sev 2 – 2 Hours Sev 3 & 4 – 4 Hours |
Sev 2 – 30 Minutes Sev 3 & 4 – 4 Hours |
Based on the Support level |
| Support Tools | ||||
| Latest Hot Fixes & Service Packs | Yes | Yes | Yes | Yes |
| Major Upgrades & Enhancements | Yes | Yes | Yes | Yes |
| Access to Check Point Products Forums | Full Access | Full Access | Full Access | Full Access |
| Access to Online Support Knowledgebase | Advanced | Expert | Expert | Expert |
| Hardware Support | ||||
| Return Material Authorization (RMA) determination | TAC | Partner*** | Partner*** | Partner*** |
| RMA Shipment Method | Same business day shipment1 | Same business day shipment1 | Same business day shipment1 | Same business day shipment1 |
| Onsite RMA Shipment Method | 5 x 8 x NBD | 7 x 24 x 4H | 7 x 24 x 4H | 7 x 24 x 4H |
| (must be purchased in addition to the regular program SLA) | Delivery and basic installation of replacement hardware by a certified engineer | Delivery and basic installation of replacement hardware by a certified engineer2 | Delivery and basic installation of replacement hardware by a certified engineer2 | Delivery and basic installation of replacement hardware by a certified engineer2 |
| Allowed number of designated support contact per account | 10 |
2 Available in over 250 locations worldwide.
Note: UTM-1 Edge/600/700/910/1100/1200R/1400/1500/1600/1800 RMA is shipped Next Business Day for all SLAs.