Check Point Support Levels
Direct Enterprise Support
Check Point Direct Enterprise Support provides Software Subscription with comprehensive, unlimited support from our experienced and certified security experts.
| Check Point Support Program | Check Point Program SLA | Check Point SKU |
| Enterprise Software Subscription* | Latest Hot Fixes & Service Packs. Major Upgrades & Enhancements. |
CPES-SS |
| Enterprise Standard Support | 5 days x 9 hours SW&HW support. Same/Next business day replacement unit/part shipment¹. |
CPES-SS-STANDARD |
| Enterprise Standard Support Onsite | 5 days x 9 hours SW & HW support. 5 days x 8 hours x NBD onsite Hardware replacement by certified engineer. |
CPES-SS-STANDARD-ONSITE |
| Enterprise Premium Support | 7 days x 24 hours SW&HW support. Next Flight Out/Express Delivery (when applicable) or Same Business Day replacement unit/part Shipment². |
CPES-SS-PREMIUM |
| Enterprise Premium Support Onsite | 7 days x 24 hours SW & HW support. 7 days x 24 hours x 4 hours onsite Hardware replacement by certified engineer. |
CPES-SS-PREMIUM-ONSITE |
| Enterprise Elite Support | 7 days x 24 hours SW&HW support. Emergency Engineer dispatch for critical Software issues. Next Flight Out/Express Delivery (when applicable) or Same Business Day replacement unit/part Shipment². |
CPES-SS-ELITE |
| Enterprise Elite Support Onsite | 7 days x 24 hours SW & HW support. Emergency Engineer dispatch for critical Software issues. 7 days x 24 hours x 4 hours onsite Hardware replacement by certified engineer. |
CPES-SS-ELITE-ONSITE |
| Nokia Support Program** | Check Point Program SLA | Check Point SKU |
| Check Point Access 5x12 | 5 days x 9 hours SW & HW support. Same/Next business day replacement shipment¹. |
ACCS-5X12 |
| Check Point Access Plus 5x8 | 5 days x 9 hours SW & HW support 5 days x 8 hours x NBD onsite Hardware replacement. |
ACCS-PLUS-5X8 |
| Check Point Access 7x24 | 7 days x 24 hours SW & HW support.
Next Flight Out/Express Delivery (when applicable) or Same Business Day Shipment². |
ACCS-7X24 |
| Check Point Access Plus 7x24x4 | 7 days x 24 hours SW & HW support. 7 days x 24 hours x 4 hours onsite Hardware replacement. |
ACCS-PLUS-7X24 |
* Available in North America and other selected geographies.
** Appliances covered by a Nokia Support Program can only be renewed to one of Nokia's support programs.
¹ General Cut-Off Time for RMA Shipment is 3:00PM Local Time.
² Next Flight Out/Express Delivery is available in the European Union and mainland US.
Appliances are shipped during normal business hours and may arrive during off hours or next business day until 9AM.
Collaborative Enterprise Support
Check Point Collaborative Enterprise Support combines first-line support from your local Certified Collaborative Support Provider (CCSP) Collaborative Support Provider with full back-end support from Check Point.
| Check Point Support Program | Check Point Program SLA | Check Point SKU |
| Collaborative Enterprise Support Standard | 5 days x 9 hours SW & HW support. Same/Next business day replacement unit/part shipment¹. |
CPCES-CO-STANDARD |
| Collaborative Enterprise Support Standard Onsite | 5 days x 9 hours SW & HW support. 5 days x 8 hours x NBD onsite Hardware replacement by certified engineer. |
CPCES-CO-STANDARD-ONSITE |
| Collaborative Enterprise Support Premium | 7 days x 24 hours SW&HW support. Next Flight Out/Express Delivery (when applicable) or Same Business Day replacement unit/part Shipment ². |
CPCES-CO-PREMIUM |
| Collaborative Enterprise Support Premium Onsite | 7 days x 24 hours SW & HW support. 7 days x 24 hours x 4 hours onsite Hardware replacement by certified engineer. |
CPCES-CO-PREMIUM-ONSITE |
| Collaborative Enterprise Support Elite | 7 days x 24 hours SW&HW support. Emergency Engineer dispatch for critical Software issues. Next Flight Out/Express Delivery (when applicable) or Same Business Day replacement unit/part Shipment². |
CPCES-CO-ELITE |
| Collaborative Enterprise Support Elite Onsite | 7 days x 24 hours SW & HW support. Emergency Engineer dispatch for critical Software issues. 7 days x 24 hours x 4 hours onsite Hardware replacement by certified engineer. |
CPCES-CO-ELITE-ONSITE |
| Nokia Support Program** | Check Point Program SLA | Check Point SKU |
| Check Point Essential | 5 days x 9 hours SW&HW support. Same/Next business day replacement unit/part shipment¹. |
ESNT |
| Check Point Essential Plus 5x8 | 5 days x 9 hours SW & HW support. 5 days x 8 hours x NBD onsite Hardware replacement by certified engineer. |
ESNT-PLUS-5X8 |
| Check Point Essential Plus 7x24x4 | 7 days x 24 hours SW & HW support.
7 days x 24 hours x 4 hours onsite Hardware replacement by certified engineer. |
ESNT-PLUS-7X24 |
** Appliances covered by a Nokia Support Program can only be renewed to one of Nokia's support programs.
¹ General Cut-Off Time for RMA Shipment is 3:00PM Local Time.
² Next Flight Out/Express Delivery is available in the European Union and mainland US.
Appliances are shipped during normal business hours and may arrive during off hours or next business day until 9AM.