# Support Center Frequently Asked Questions

## Solution

### Support Center

> [**Check Point Support Center**](http://support.checkpoint.com/) is our one-stop portal for all technical information about Check Point products. The portal includes:
> 
> - **SecureKnowledge** \- Online knowledge base for technical articles
> - **Downloads** \- New releases, hotfixes, tools and utilities
> - **Documentation** \- Release Notes, Administration Guides, User Guides, etc.
> - **CheckMates**\- Online discussion boards

#### Recommended workflow:
1. Optional: Sign in to Support Center in the top right corner.
   This allows the Technical Communicators to contact you with an update that your feedback was implemented, or with a request for clarifications.
2. Select **Yes** or **No**.
3. Enter your comment in plain text in the feedback window that opens
4. Click **_Send_**.

## Find what you need

### Free Text Search

> The free-text Search box is recommended for finding SecureKnowledge articles. To find specific software downloads, or documentation, we recommend the 'Browse' option. The Search box retrieves information from all our data sources: knowledge base, software, documentation and discussion forums.
> 
> #### Search Tips
> 
> 1. **Search is case insensitive**.
> 2. **Be Specific**. We recommend searching with two or more keywords.
> 3. **Synonyms**. We employ automatic synonyms on common words to improve your search.
> 4. **Exact Search**. Use double quotes to find exact terms in exact word ordering.
> 5. **Operators.**
> 
> #### Auto-complete
> 
> As you type, we will offer search strings that may be relevant for you.
> 
> #### Stop Words
>  
> We ignore words that are commonly used, like 'not', 'in', 'are', 'the', etc.
> 
> #### Find by ID
>  
> If you know the ID number of the article or the file that you want, but not its name, enter the full ID number of the article or the file.
> 
> #### Unsupported Products or Versions
> 
> We show results only for supported products and versions.

### Search Results

> The search results are divided into tabs according to the data type (SecureKnowledge, Downloads, Documentation, CheckMates Community).
> 
> - #### What is Included?
>  - Overview on the product
>  - Most popular and latest SecureKnowledge articles, and Security Alerts
>  - Filtering for Versions and Minor Versions
> 
> - #### How to Use?
>  1. Select the relevant pillar:
>  2. Click the relevant product tab:
>  3. Filter according to Model:

## SecureKnowledge

> SecureKnowledge is Check Point's up-to-date, self-service knowledge base. It contains thousands of technical documents and tools covering everything from planning installation and upgrades, to understanding error messages and fixing specific known issues. Technical solutions, how-to's, and troubleshooting documents written by Check Point engineers and technical staff are added daily to the SecureKnowledge database.
> 
> Most articles in the SecureKnowledge Knowledge Base belong to one of the following 8 categories:
> - **Home Page per Release:** For each new Check Point release, there is an article that describes What's New.
> - **Known Limitations per Release:** For each new Check Point release, there is an article that lists and summarizes the known limitations for that release.
> - **Resolved Issues per Release:** For each new Check Point release, there is an article that lists and summarizes the resolved issues for that release.
> - **Feature/Process Description:** When a new or complex feature/process is introduced.
> - **How To:** These articles provide step-by-step instructions on how to perform complex procedures.
> - **Specific Issue Resolution:** Documenting issues, their symptoms, cause, and resolution.
> - **Aggregate (Troubleshooting):** Providing a comprehensive approach to troubleshooting an issue.
> - **Security Alert:** When a new security threat is disclosed, Check Point releases an article that analyzes the new threat's relevance.

## Downloads

> Downloads include the latest product updates, Hot Fix Accumulators (HFAs), security fixes, tools, and utilities.
> 
> - **Who can access Downloads?**  
> Software downloads are available to Check Point customers covered by Enterprise Software Subscription or Collaborative Enterprise Support Co-Standard and Co-Premium. Note that some downloads are available to everyone.

## Documentation

> Documentation includes complete product user guides, release notes, troubleshooting guides, and technical white papers.