Troubleshooting guide

Chapter 13 Check Point Support Information Mission Statement
Advanced Technical Reference Guide 4.1 • June 2000 134
Check Point Support Information
Mission Statement
Check Point Worldwide Technical Services is committed to building strategic relationships with Check Point
customers by providing consistent, dependable, high quality, measurable services which effectively utilize
Check Point Software Technologies Ltd. products to meet network connectivity and security objectives.
Check Point Worldwide Technical Services General Process
Check Point Worldwide Technical Services utilizes a multi-tier support model for processing issue reports.
When initial contact with Worldwide Technical Services is made, a Support Center Team Member will validate
all contract information and gather details relevant to the question or issue. A unique trouble ticket number will
be assigned and delivered to the designated contact, either verbally, or via electronic mail. This trouble ticket
number will be used to track any given issue from initial contact to final resolution.
If appropriate, an issue will be reproduced in our Test Lab. Additional testing and problem duplication may take
place in a network laboratory environment. Further investigation, including additional troubleshooting or
debugging activity may be required. Based on the results of the Test Lab investigation, an issue may be brought
to resolution, or, if an anomaly is identified, escalated to Escalation Management. When an anomaly is
identified, or an enhancement request is received, the issue will escalate via Escalation Management to
Research & Development [Engineering].
Availability of Check Point Worldwide Technical Services
The Technical Support Call Center operates (subject to conditions beyond our control) seven (7) days a week,
twenty-four (24) hours a day, three hundred sixty-five (365) days a year.
Availability of Technical Support is subject to the conditions of the level of individual Support Contracts.
Platinum
Support
Direct telephone and e-mail access to technical specialists for problem resolution, bug
reporting, documentation clarification and technical guidance, 24 hours a day, 7 days a
week.
Gold Plus
Support
Direct telephone and e-mail access to technical specialists for problem resolution, bug
reporting, documentation clarification and technical guidance, 24 hours a day, 7 days a
week.
Gold
Support
Direct telephone and e-mail access to technical specialists for problem resolution, bug
reporting, documentation clarification and technical guidance, on normal business days,
Monday through Friday, during 6:00 am to 6:00 pm local time for the Americas, and
Monday through Friday 8:00 am to 8:00 pm local time for the rest of the world.
Contacting Check Point Worldwide Technical Services by
Telephone
Dial: 817-606-6600
An Automatic Call Direction System (ACD) will prompt you to select your customer support level.
At this point, you will be directed to a Support Center Team Member. You will be asked for your organization's
support number that will be given to you as part of your Support Registration Process. After it is verified that
your Support ID is valid, the Support Center Team Member will create a trouble ticket tracking number in the
Check Point database. You may be asked to provide or verify some of the following information. If it is not