Enterprise Standard Support - Check Point Software Technologies
Contents
1. Center Account and you will be verified as a Designated Contact After this the TAC Team Member will create an SR number in the Check Point database You may be asked to provide or verify some of the information needed for the understanding and resolution of the problem If it is not possible to provide this information Check Point may be hindered in the ability to bring resolution to an issue in a timely fashion If the issue is related in any way to licensing please select Licensing Assistance option 7 from the main menu of the ACD and provide certificate keys and or purchase order numbers for the applicable product 3 2 CONTACTING TECHNICAL SUPPORT BY WEB REQUEST URL https usercenter checkpoint com To access the Web request Customer must log into their User Center Account and select the Create Service Request link located under the Support Tab Complete the request form with all of the appropriate information about your issue and submit the request A Service Request will be generated in the Check Point database You may be asked to provide or verify some of the information needed for the understanding and resolution of the problem If it is not possible to provide this information Check Point may be hindered in its ability to bring resolution to an issue in a timely fashion PLEASE NOTE DO NOT submit a Service Request for a Severity 1 or Severity 2 issue via the Web request form For these cases please contact Check Point by2. Feature Packs and or Major upgrades provided to Customer by way of electronic transmission or by being fixed in media furnished to Customer must be purchased separately and in addition to Customer Support Contracts in matching quantity and SKUS relative to the Check Point Product SKUs Software Subscription is a prerequisite for all Customer Support Contracts Check Point Feature Packs Service Packs and or Hotfixes shall cover the Previous Sequential Release for a period of eighteen 18 months after release of the subsequent Major Release or Check Point shall make available Feature Packs Service Packs and or Hotfixes as appropriate for six 6 months following the last official ship date of a product whichever period is determined to be longer Technical telephone Web and email assistance provided by Check Point to help the Customer Designated Contact with Problem Resolution Support is provided on the then current Major Release of product and the Previous Sequential Release of the product Check Point will also provide commercially reasonable technical assistance on older versions of product but Problem Resolution may be limited to the current Major Release of product For Appliance related issues the supported version includes the combination of the exact hardware model number and the specification with Enterprise Standard Support SLA Form Reviewed 04 16 2008 O 2008 Check Point Software Technologies Ltd All rights res
3. Pack Feature Pack and or Major Release to resolve an issue For Appliance related issues the supported version includes the combination of the exact Hardware model number and specification with the Check Point Software installed on it Notice that support might be given only if no Hardware modification were done to the appliance addition of hardware components removal of components modification of components unless in accordance with Check Point guidance 6 1 ESCALATION Some work items especially those associated with critical situations may need to be expedited When this becomes the case Customer will notify Check Point of the critical situation and Check Point will agree to work with Customer on providing the appropriate solution for each critical situation If appropriate Customer can also contact the Service Account Coordinator If Check Point determines that sufficient information has been provided by Customer and the escalation is accepted work on resolving the escalation begins in accordance to Check Point standard business practices Upon request Check Point may provide an action plan to Customer that may include but not limited by problem statement next action items to resolve the issue and some time estimates on these action items 6 2 INTERNAL CHECK POINT ESCALATION PROCESS When an issue needs internal escalation an issue receives a combination of increasing levels of engineering expertise and higher levels of m
4. a day to day basis for the period equal to the period of the excusable delay 10 6 NONSOLICITATION Customer agrees not to seek offer or solicit offers of employment from Check Point employees without the expressed written consent of Check Point The above limitation shall be effective for the Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 13 of 14 term of this SLA and for a period of one 1 year following the termination of this SLA or any extension hereto 10 7 ASSIGNMENT Customer may not assign this agreement without the prior written consent of Check Point Check Point may transfer its rights to any wholly owned Check Point subsidiary 11 1 OFFICE LOCATIONS Worldwide Headquarters U S Headquarters Worldwide Technical Services Check Point Web Site Check Point Support Site Support Programs Support Services Support FTP site User Center Site Enterprise Standard Support SLA Form Reviewed 04 16 2008 O 2008 Check Point Software Technologies Ltd All rights reserved Check Point Software Technologies Ltd 5 Ha Solelim Street Tel Aviv 67897 Israel Main Tel 1 972 3 753 4555 Main Fax 1 972 3 575 9256 Check Point Software Technologies Inc 800 Bridge Parkway Redwood City California 94065 Main Tel 1 650 628 2000 Main Fax 1 650 654 4233 Check Point Software Technologies Inc 8333 Ridgepoint Drive S
5. bugs that were not diagnosed during Level 2 Support work with Customers to resolve critical situations and building action plans with Customers to address complex issues Code provided by Check Point which activates the Software and enables the Software to operate Current issuance of a Software and or Appliance product that is designated by Check Point as a change in the number or name signifying a new product level e g Version 4 0 Version 4 1 or NG Hotfixes Service Packs and or Feature Packs do not constitute a Major Helease change Release of Software or Appliance product which has been replaced by a subsequent version of the product Major Release of the same product The use of reasonable commercial efforts to resolve the reported problem These methods may include but are not limited to configuration changes patches that fix an issue replacing a failed appliance reinstalling the software etc Addressing the initial request and taking ownership of the issue The amount of time elapsed between the initial contact by Customer to Check Point TAC and the returned response to Customer by Check Point Support staff Return Material Authorization The process of replacing a faulty appliance or a field replacement unit FRU of a component of an Appliance The process is authorized by Check Point TAC A single issue opened with Check Point Support The SR number identifies the Service Request The format for the uni
6. is identified to solve an issue Check Point may share this solution with Customer via email or verbal communication Access to Software Subscription Deliverables Customer is entitled to access the restricted Check Point Download Section This access is restricted for the sole use of the Customer Enterprise Standard Support SLA Form Reviewed 04 16 2008 O 2008 Check Point Software Technologies Ltd All rights reserved Page 9 of 14 Software Subscription includes software product upgrades Feature Packs Service Packs and Hotfixes for the contract term Software Subscription also includes regular Enterprise product review coverage synchronization with auto renewal Software Subscription guarantees that Secure Virtual Network solutions are kept as current as possible through the latest product enhancements and capabilities For Major Product releases Check Point ships a Software upgrade package to Software Subscription customers For minor Software upgrades Service Packs and Hotfixes are conveniently available for electronic download 5 1 SOFTWARE VERSIONS COVERED Check Point will provide Support for the current Major Release and the immediately Previous Sequential Release of the Check Point Software Check Point agrees to use reasonable commercial efforts in providing Customer with telephone Web and email request assistance for all of the Software versions covered Check Point TAC team members may refer Customer to a Hotfix Service
7. of 14 Enterprise Standard Support Service Level Agreement Check Point Software Technologies Ltd 1 1 INTRODUCTION The Service Level Agreement SLA is intended to identify the features and define the processes involved with Check Point Software Technologies Ltd s Check Point delivery of various Support functions to Enterprise Standard Support Customers Customer for all products purchased and licensed from Check Point 1 2 MISSION STATEMENT Check Point Worldwide Technical Services WTS is committed to building strategic relationships with Check Point Customers by providing consistent dependable high quality measurable services that effectively utilize Check Point Software Technologies Ltd s products to meet network connectivity and security objectives 1 3 TECHNICAL SERVICES GENERAL PROCESS Check Point WTS utilizes a multitier support model for Problem Resolution When initial contact with WTS is made a Technical Assistance Center TAC Team Member will validate all contract information and gather details relevant to the question or issue unique Service Request SR number will be assigned and delivered to the Customer Designated Contact either verbally via Web request or via email This SR number will be used to track any given issue from initial contact to final Problem Resolution If appropriate an issue will be reproduced in the Check Point Test Lab Additional testing and problem duplication may take plac
8. supported by Check Point or 5 Product not purchased from the Check Point Price List Check Point shall have no obligation to Support Customer if 1 Appropriate payment for Customer Support has not been received by Check Point or 2 Customer annual Support term has expired without renewal 9 1 COMMUNICATIONS Critical situations may require the parties to use the telephone for immediate communications The parties will follow up such communications via an electronic interface such as email or Web update For tracking and recording purposes each party is responsible for funding the cost of this communication at their own locations In circumstances where materials have to be exchanged using facsimile courier services or other delivery services each party is responsible for funding the cost of these exchanges at their own locations 9 2 SLAUPDATES This SLA and related Technical Services Support Program details are operational in nature and may be modified at any time by Check Point Check Point will take appropriate measures to inform Customer of modifications and will provide Customer the right and window of time to review any proposed change discuss it with Check Point and terminate the Customer relationship without penalty if all parties cannot abide by the revisions This SLA supersedes any previous service level agreements Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologi
9. telephone and select the appropriate options for your support Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 7 of 14 Point OLOGIES LTD 3 3 CONTACTING TECHNICAL SUPPORT BY EMAIL Check Point does not recommend opening a Service Request via email All requests should be opened in accordance with Section 3 1 CONTACTING TECHNICAL SUPPORT BY TELEPHONE or Section 3 2 CONTACTING TECHNICAL SUPPORT BY WEB REQUEST Correspondence on an open Service Request may be made via email as long as the Customer Designated Contact writes a reply to emails received from the Check Point TAC PLEASE NOTE f you do not receive an email reply acknowledging receipt of your email correspondence within two 2 hours you should assume that the email link is down and proceed to make a voice call to the TAC 3 4 AVAILABILITY OF TAC TAC telephone Web and email request access is available to Enterprise Standard Support Customers subject to the situations set forth in Section 10 5 FORCE MAJEURE five 5 days a week nine 9 hours a day from 8 00 till 17 00 on a business day Customer 9x5 Availability 3 5 SEVERITY LEVEL RESPONSE TIME RESOURCE COMMITMENT Check Point agrees to use commercially reasonable efforts to respond to Customer calls based on the severity of the issue as follows Customer Response Times Definition Commitment An Error iso
10. to update the correct shipping address The shipment will be made on the next business day from the nearest logistical location with a target of delivery on site within 2 3 business days The customer is expected to ship back the faulty appliance or replaceable unit as instructed in an instruction guide within the RMA box this shipment should happen no longer than 5 days from the arrival of the RMA 4 1 WEB SUPPORT URL https support checkpoint com Access to Product Documentation Customer is entitled to access the restricted Check Point Product Documentation Internet Web pages that contain general technical information about Check Point Software including by way of example any known anomalies or corresponding corrections in the Software Customer access to the Check Point Internet Web page shall include access to all capabilities provided to any other commercial Customer The information is made available as Check Point releases it for general distribution SecureKnowledge Database Customer is entitled to Advanced access to the Check Point Software Technologies SecureKnowledge gt Database an online self service database and official repository of technical information to help engineers independently diagnose and solve installation configuration and upgrade problems This Web based problem resolution tool enables engineers quick and easy access to a broad range of solutions based on reliable timely information When a solution
11. All rights reserved Page 3 of 14 feck Point ARE TECHNOLOGIES LTD Approval and initiation of an RMA process in case of hardware failure in an Appliance Support does not include the following items or actions Enterprise Software Subscription Step by step installation of Software or Service Packs Onsite services Professional Services or Educational Services Modification of software code security policy configuration audits or security design With respect to any warranty on Check Point hardware products such warranty can only be renewed for a maximum of three 3 years 2 2 DEFINITIONS The definitions which are set forth below in italics apply to this Service Level Agreement Activation Date The date a License Key is registered for activation of Software within the Check Point User Center Appliance A computing device with a specific function and limited configuration ability The appliance is sold by Check Point for the purpose of executing the specific Check Point Software supplied with it Certified Professional An individual who has passed the appropriate current Check Point Certification Test s to demonstrate technical competency The current minimum requirement of a Certified Professional is a Check Point Certified Security Expert CCSE for the current Major Release of Software For dealing with hardware issues the certification level needed is CCSE ACE Appliance Certified Engineer Check Point C
12. E TECHNOLOGIES LTD 3 6 SERVICE REQUEST CLOSURE Check Point agrees to use commercially reasonable efforts to work with the Customer for Problem Resolution for an issue in accordance with the specifications of this SLA Timely efforts must be made by all parties involved If communication from Customer ceases without notice after five 5 business days Check Point may upon notice close a Service Request due to inactivity on the part of the Customer A Service Request may be reopened within thirty 30 consecutive days of closure Once a Service Request is closed for 30 consecutive days this issue will be considered permanently closed and it cannot be reopened If further work is necessary a new Service Request will be opened and all pertinent materials may need to be resubmitted before work can continue 3 8 APPLIANCE RMA PROCESS Upon determination of an Appliance related issue as related to a malfunction of one of the hardware components an RMA process will be initiated by the Check Point TAC Check Point TAC will either initiate replacement of the FRU Field Replacement Unit of the faulty part such as power supply fan hard disk etc or decide on Full Unit Replacement Check Point TAC will send the required hardware to the appliance s physical location the address as it appears in Check Point s record in the User Center and as verified with the customer opening the Support Service Request It is the customer s responsibility
13. If Check Point determines the problem is due to nonconformance to published specifications of a Software version or another substantial Check Point related problem then Check Point shall provide any Software fix for the reported nonconformance that may be available at the time the problem is reported If there is no such available fix Check Point shall use reasonable commercial efforts to remedy such nonconformance which may include a workaround or other temporary fix to the Software If a workaround or other temporary fix to the Software is provided Check Point shall make reasonable commercial efforts to include it in a subsequent Software updates 7 4 REPORTING NON CHECK POINT ERRORS TO CUSTOMER Upon working the Service Hequest in normal processes and with appropriate management review if at that point Check Point believes that a problem reported by Customer may not be due to an error in the product Check Point will so notify Customer At that time Customer may 1 instruct Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 11 of 14 Check Point to proceed with problem determination at its possible expense as set forth herein or 2 instruct Check Point that Customer does not wish the problem pursued at its possible expense If Customer requests that Check Point proceed with problem determination at its possible expense and Check Point determines that the e
14. agrees that contact with Check Point will be through the specified number of Designated Contacts The ability to add additional contact s may be purchased per prevailing program guidelines 7 2 NAMED DESIGNATED CONTACTS Check Point requires that Designated Contacts be identified in the Check Point User Center with person specific email addresses 1 As a security company it is important to know and authenticate with whom Check Point is working Person specific email addresses assist in identifying valid contacts 2 Designated Contacts are named contacts within the Customer User Center Account 3 Access to Software Subscription downloads is a deliverable with Customer Encryption access is based on federal export restrictions which require person specific named accounts 4 SecureKnowledge is a deliverable within the Support offering SecureKnowledge access is based on individuals not an alias 5 The Customer can always CC their Support alias if they have one and if they so choose and Check Point will Reply All in the Service Request response alleviating concerns the Customer may have on situations where the contact who originally opened the Service Request is out of the office but the organization has other Support experts on hand working the issue 7 3 NONCONFORMANCE If Customer is unable to complete or requires assistance in the diagnosis of a reported problem then Check Point can aid Customer to perform a diagnosis
15. anagement Once an issue is internally determined to be receiving the appropriate level of engineering and managerial attention in accordance with Check Point standard business practice then except in the case of a Customer initiated escalation in accordance with Section 6 3 below then that issue need not be escalated to a higher resource level until the severity of the issue increases or progress toward resolution ceases or is unduly delayed 6 3 MANAGER ESCALATION PROCEDURE Regardless of the total elapsed time of an outstanding Service Request the point of escalation is initiated at the engineering level escalated to the Team Lead s followed by Supervisor s and then the TAC Manager s Should an issue require managerial attention a Technical Services team member will upon request from the Customer connect Customer to a manager directly Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 10 of 14 If the Customer does not feel that the issue is moving forward in an appropriate timeframe to closure the first action should be to call TAC and speak with a TAC Team Member 7 1 CUSTOMER OBLIGATIONS Customer agrees to the following 1 All Customer personnel contacting Check Point for Support must be fully trained about both the Major Helease of the Check Point Software and the current issue with which Customer requires assistance 2 Customer
16. e g minor system impact performance operational impact The severity level three defect is a reported defect in the licensed product that restricts the use of one or more features of the licensed product to perform necessary business functions The defect can be easily circumvented The Error can cause some functional restrictions but it does not have a critical or severe impact on operations A reported anomaly in the licensed product that does not substantially restrict the use of one or more features of the licensed product to perform necessary business functions This is a minor problem and is not significant to operation An anomaly may be easily circumvented or may need to be submitted to Check Point Research and Development as a request for enhancement The Customer Service Level Agreement as represented by this document which identifies the features and defines the processes involved with the Check Point delivery of various support functions to Customer The object code version of the intangible information constituting one or more computer or apparatus programs and the informational content of such programs together with any documentation supplied in conjunction with and supplementing such programs the foregoing being provided to Customer by way of electronic transmission or by being fixed in media furnished to Customer Registered access to modifications corrections and or updates to Software including Hotfixes Service Packs
17. e 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 resolved or if an anomaly is identified elevated to the appropriate Check Point Team for final Problem Resolution 2 1 TECHNICAL SUPPORT DEFINED Subject to the specifications of the SLA Customer will be entitled to access Check Point Support via telephone Web and email request The TAC is a telephone Web and email request handling service staffed by Check Point Support personnel providing assistance with diagnosis and resolution of defects and or failures in Check Point products to conform to Check Point published documentation when the products are installed and operated according to Check Point Software and Hardware specifications TAC access is intended to supplement the Customer Senior Technical Staff in accordance with the Section 7 1 CUSTOMER OBLIGATIONS Check Point agrees to provide Support where appropriate to Customer which can include but is not limited to the following actions Receive technical questions Analyze the technical questions and provide answers to Customer Provide assistance in answering questions that may arise concerning the operation and use of licensed product that cannot be resolved by Customer Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd
18. erved Page 6 of 14 the Check Point software installed on it Notice that support might be given only if no hardware modification were done to the appliance addition of hardware components removal of components modification of components unless in accordance with Check Point guidance Support does not include any Education Services or Professional Services Products such as training and or onsite services may be purchased in addition to Support at the then current standard services rates TAC Technical Assistance Center is a telephone Web and email request handling service staffed by Check Point Support personnel providing assistance with diagnosis and resolution of defects and or failures in Check Point products to conform to Check Point published documentation when the products are installed and operated according to Check Point Software specifications Workaround A change in the followed procedures or data to avoid error without substantially impairing use of the product 3 1 CONTACTING TECHNICAL SUPPORT BY TELEPHONE Call 1 972 444 6600 Americas or 972 3 611 5100 International for Enterprise Standard Support customers An Automatic Call Distribution System ACD will prompt you to select your support level At the prompts please select appropriate options for your organization At this point you will be directed to a TAC Team Member You will be asked for your email address registered with your organization s User
19. es Ltd All rights reserved Page 12 of 14 10 1 LIMITATION OF LIABILITY NOTWITHSTANDING ANYTHING ELSE IN THIS AGREEMENT OR OTHERWISE CHECK POINT WILL IN NO EVENT BE LIABLE WITH RESPEGT TO ANY SUBJECT MATTER OF THIS AGREEMENT UNDER ANY CONTRACT NEGLIGENCE STRICT LIABILITY OR OTHER LEGAL CONTRACTUAL OR EQUITABLE THEORY FOR I ANY INDIRECT SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES HOWEVER CAUSED AND WHETHER OR NOT ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH DAMAGES OR Il DAMAGES FOR LOST PROFITS OR LOST DATA OR lll COST OF PROCUREMENT OF SUBSTITUTE GOODS TECHNOLOGY OR SERVICES NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY OR THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITATION OF LIABILITY OR LIMITED REMEDY CHECK POINT S ENTIRE AGGREGATE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE SUBJECT MATTER HEREOF UNDER ANY LEGAL THEORY WHETHER IN CONTRACT TORT INDEMNITY OR OTHERWISE SHALL BE LIMITED TO THE AMOUNTS RECEIVED BY CHECK POINT UNDER THIS AGREEMENT DURING THE TWELVE 12 MONTH PERIOD PRIOR TO THE DATE THE CLAIM AROSE FOR THE PARTICULAR CHECK POINT PRODUCT S THAT CAUSED THE LIABILITY 10 2 TERM Support shall be provided in annual terms and shall be renewable to the then current Support program when Check Point is notified of Customer s intent to renew the existing contract or Check Point is notified of Customer s intent to change Support program level Warranty on Check Point hardware pr
20. eviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 4 of 14 Level 1 Support Level 2 Support Level 3 Support License Key Major Release Previous Sequential Release Problem Resolution Respond Response Time RMA Service Request Severity 1 Error Ability to provide general pre and post sales product information hardware and software configuration questions on upgrade Support collect relevant technical problem identification information perform base problem determination provide basic Support on the standard products protocols and features Ability to provide Level 1 Support plus the ability to resolve the majority of misconfigurations troubleshoot and simulate complex configuration hardware and software problems support problem isolation and determination of product specification defects provide lab simulation and interoperability and compatibility testing for new software and hardware releases prior to being deployed into a Customer production network define an action plan provide advanced Support on all products protocols and features have the ability to analyze traces diagnose problems remotely and provide Check Point with complete steps to reproduce a problem Ability to provide Level 1 and Level 2 Support plus the ability to provide software enhancements such as patches and Hotfixes fixing or generating workarounds that address software bugs troubleshoot
21. heck Point Software Technologies Ltd the party to this SLA with Customer to whom an order is issued under this SL Continent Time The time at selected locations which represents the reference time for logistical purposes The Continent times are Paris Time Europe Africa Pacific Time Americas and Hong Kong Asia Customer Party identified as the Purchasing Organization to this SLA with Check Point Designated Contacts Customer engineering resources who are established in the User Center account associated with the Customer Support contract Enhancements All Software changes including new releases new versions product improvements system modifications updates upgrades Service Packs Feature Packs field modifications and all Hardware Appliance changes including official Check Point appliance enhancements and accessories Error An Error in the product which degrades the product as defined by the Severity definitions as compared to Check Point published functionality and performance specifications Fix ed The repair or replacement of object or executable code versions of product to remedy an Error Information Any idea data program technical business or other intangible information however conveyed Intellectual Property Patents copyrights trademarks and or trade secrets whose owners have rights at law or in equity to exclude others from exploiting such property Enterprise Standard Support SLA Form R
22. lated to Software or Appliance that renders the product inoperative or causes the product to fail catastrophically e g major system impact system down An Error isolated to Software or Appliance that substantially degrades the performance of the product or materially restricts business e g moderate system impact system hanging 4 Hours An Error isolated to Software or Appliance that causes only a minor impact on use of the product e g minor system impact performance operational impact A reported anomaly in the licensed product which does not substantially restrict the use of one or more features of the licensed product to perform necessary business functions Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Check Point and Customer will commit the necessary resources around the clock for Problem Hesolution to obtain workaround or reduce the severity of the Error Check Point and Customer will commit full time resources during normal business hours for Problem Resolution to obtain workaround or reduce the severity of the Error and alternative resources during non Standard Business Hours Check Point and Customer will commit full time resources during normal business hours for Problem Resolution Check Point and Customer will provide resources during normal business hours for Problem Hesolution Page 8 of 14 OF WAR
23. oducts can only be renewed for a maximum of three 3 years 10 3 TERMINATION Check Point may terminate this SLA in the event Customer has not made the applicable payments for the designated Support program Check Point shall provide a 30 day cure period prior to termination Support payment terms are net thirty 30 on date of the invoice 10 4 PROGRAM UPGRADES Check Point permits upgrades of annual Support at any time during the term of the Support agreement In the event a Support contract is terminated Check Point shall not issue prorated refunds Notwithstanding the aforementioned in the event Check Point modifies this SLA in accordance with Section 9 2 and such modification has or will have the substantially impact on the Check Point Support offering under this SLA then the Customer may terminate said Support forthwith upon Check Point implementing any such modification and Customer may obtain a prorated refund for the remainder of the effective period 10 5 FORCE MAJEURE Except for the obligation to pay monies due and owing neither party shall be liable for any delay or failure in performance due to event outside the defaulting party s reasonable control including without limitation acts of God earthquakes labor disputes shortages of supplies actions of governmental entities riots war fire epidemics or other circumstances beyond its reasonable control The obligations and rights of the excused party shall be extended on
24. puresecurity Paf T Check Point SOFTWARE TECHNOLOGIES LTD Enterprise Standard Support Service Level Agreement Worldwide Technical Services puresecurity 5 Ha Solelim Street Tel Aviv 67897 Israel Tel 972 3 753 4555 Fax 4972 3 575 9256 WWW checkpoint com Table of Contents 1 1 INTRODUCTION 1 2 MISSION STATEMENT 1 3 TECHNICAL SERVICES GENERAL PROCESS 2 1 TECHNICAL SUPPORT DEFINED 2 2 DEFINITIONS 3 1 CONTACTING TECHNICAL SUPPORT BY TELEPHONE 3 2 CONTACTING TECHNICAL SUPPORT BY WEB REQUEST 3 3 CONTACTING TECHNICAL SUPPORT BY EMAIL 3 4 AVAILABILITY OF TAC 3 5 SEVERITY LEVEL RESPONSE TIME RESOURCE COMMITMENT 3 6 SERVICE REQUEST CLOSURE 3 8 APPLIANCE RMA PROCESS 4 1 WEB SUPPORT 5 1 SOFTWARE VERSIONS COVERED 6 1 ESCALATION 6 2 INTERNAL CHECK POINT ESCALATION PROCESS 6 3 MANAGER ESCALATION PROCEDURE 7 1 CUSTOMER OBLIGATIONS 7 2 NAMED DESIGNATED CONTACTS 7 3 NONCONFORMANCE 7 4 REPORTING NON CHECK POINT ERRORS TO CUSTOMER 8 1 EXCLUSIONS 9 1 COMMUNICATIONS 9 2 SLA UPDATES 10 1 LIMITATION OF LIABILITY 10 2 TERM 10 3 TERMINATION 10 4 PROGRAM UPGRADES 10 5 FORCE MAJEURE 10 6 NONSOLICITATION 10 7 ASSIGNMENT 11 1 OFFICE LOCATIONS Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved O O O 0 ON NN FR WO WO WO OW a o ooo o ooo oo ooo oo o o o bo n A C NH jj 2a s 9 9 DOD ODO Page 2
25. que SR number will be as follows n nnnnnnn n is a digit An Error isolated to Software or Appliance that renders the product inoperative or causes the product to fail catastrophically e g major system impact system down A reported defect in the licensed product which cannot be reasonably circumvented in which there is an emergency condition that significantly restricts the use of the licensed product to perform necessary business functions The inability to use the licensed product or a critical impact on operation requiring an immediate solution Enterprise Standard Support SLA Form Reviewed 04 16 2008 2008 Check Point Software Technologies Ltd All rights reserved Page 5 of 14 Severity 2 Error Severity 3 Error Severity 4 Error SLA Software Software Subscription Support An Error isolated to Software or Appliance that substantially degrades the performance of the product or materially restricts business e g moderate system impact system hanging This classification is a reported defect in the licensed product which restricts the use of one or more features of the licensed product to perform necessary business functions but does not completely restrict use of the licensed product Ability to use the licensed product but an important function is not available and operations are severely impacted An Error isolated to Software or Appliance that causes only a minor impact on the use of the product
26. rror was not due to the error in the product Customer shall pay Check Point at the Check Point then current standard consulting rates for all work performed in connection with such determination plus reasonable related expenses incurred therewith Customer shall not be liable for 1 Problem determination or repair to the extent problems are due to anomalies in the Check Point product or 2 Work performed after Customer has notified Check Point that it no longer wishes problem determination to be continued at its possible expense such notice shall be deemed given when actually received by Check Point If Customer instructs Check Point that it does not wish the problem pursued at its possible expense or such determination requires effort in excess of Customer instructions Check Point may at its sole discretion investigate the anomaly with no liability thereof 8 1 EXCLUSIONS Check Point shall have no obligation to Support 1 Altered damaged or modified product or any portion of the product incorporated with or into other Software or product not specifically approved by Check Point 2 Product that is not the current Major Release or immediately Previous Sequential Release 3 Product problems caused by Customer negligence misuse or misapplication use of product other than as specified in the Check Point user manual or in any other causes beyond the control of Check Point 4 Product installed on any computer hardware that is not
27. uite 150 Irving Texas 75063 Main Tel 1 972 444 6625 Main Fax 1 972 444 6552 http www checkpoint com http support checkpoint com http www checkpoint com techsupport http www checkpoint com services ftp ts checkpoint com login as anonymous https usercenter checkpoint com Page 14 of 14
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