Q: Who can use BEYOND?
A: Support Certified
Partners, User Center Support Contacts and User Center
Administrators will be able to create Support Service Requests or manage
Support Service Requests.
Q: Can I see previous
updates (prior to the transition) on the Service Request?
A: Yes, From
the new Service Request view, click on ‘View Previous Updates’ this will direct
you to the Service Requests updates prior to the transition, including
activities, and attachments.
Q: Is the Service Request ID format has changed?
A: No. we
kept same Service Request ID format.
Q: Can
I manage Service Requests created prior to the transition?
A: Yes, all open Service
Requests were migrated to the new system, BEYOND.
Q: What happened to my closed SRs?
A: All closed SRs from the last 2 years were
migrated to the new system; we in Check Point will continue to have full
visibility to your entire Service Requests History.
Q: How should I update a Service Request opened prior to the transition to BEYOND?
A: To update a Service Request opened prior to the
transition, login to ‘Beyond’, search for the
Service Request # and post your update.
After
receiving the first email notification from BEYOND, you’ll be able to update
your Service Request by replying the email.
Q: Can I add my own reference number to the
Service Request?
A: Yes, just as in the
old system, BEYOND gives you the option to add your own reference number during
Service Request creation.
Q: Are there any changes to the ticket creation
flow?
A: Two main changes:
1.
When creating
a new Service Request with BEYOND, you will need to select an asset from a list
of Assets related to the User Center Account.
Partners which are not directly connected to the User Center Account, will select ‘Other’ and will specify the User
Center ID or Asset’s MAC/Serial#.
2.
RMA Service
Request is a separate request type.
Q: Can I still use the same channels to create
and manage my
Service
Requests?
A: Yes, you can contact us via the same
channels: Web, Chat, and Phone. Please note that as part of this transition,
Check Point Account Services will no
longer
accept requests for case creation via email and will only create cases that are
initiated via BEYOND.
Q: Can I create a Service Request from Smart
Dashboard?
Q: Does the new system require training?
A: Full tutorial on how
to use BEYOND is available here
My question is not answered here.
How do I get an answer?
We are always available at beyond@checkpoint.com for any
additional information.