How to open a Service Request (SR)

    Introduction

Check Point offers two different types of support programs: direct Enterprise Base Support provided by Check Point or indirect support (Collaborative Enterprise Support – CES or Software Subscription) provided through Check Point Certified Support Providers (CSP/CCSP) partners.

In case technical assistance is needed, customers covered with direct support can contact Check Point's Technical Assistance Center (TAC) directly. Customers covered with indirect support should contact their local Check Point Certified Support Provider (CSP/CCSP), which will work with Check Point's TAC to resolve the pending issue.

The initial step of the SR submit process differs according to the support program by which the account is covered (customers vs. partners).

An SR can be opened with Check Point in one of the following manners: Web or Phone.

    Web Interface

The Check Point User Center offers its customers a newly designed user interface (UI) for the creation and review of SRs. This new UI is intended to make the SR creation process more efficient and effective and result in an overall reduction in the time required to resolve a customer's SR.

    Requirements for Opening a Web SR

    For Customers

In order to open a SR the following requirements should be fulfilled:
  1. The UserCenter account for which the SR is opened should be covered with a valid support contract.
  2. The person opening the SR should be a designated support contact in the UserCenter account.
Creating an SR is done by logging into UserCenter, selecting the 'Support' tab followed by 'Create Service Request'.

    For Partners

In order to open a SR the following requirements should be fulfilled:
  1. The partner opening the SR on behalf of the end user should be a certified Check Point Support provider (CSP/CCSP).
  2. The person creating the SR should be a Certified Check Point Security Expert (CCSE). Please note that the user ID (email address) for the UserCenter/PartnerMap of the person creating the SR should be updated with the CCSE certification. (Certification status of the individual is viewable in the User Center under My Profile then by selecting Certifications. Any questions should be directed to certification@ts.checkpoint.com).
  3. The user ID of the person creating the SR should be connected to the support providers PartnerMap account.
Creating an SR is done by logging into PartnerMap, selecting the 'Support' tab followed by 'Create Service Request'.

   Directions for Opening a Web SR

(Please note that step 1 differs between customers and partners, step 2-4 remain the same for all users).

   Step 1. (Customers)

  1. The customer selects the UserCenter account from the drop down list.
  2. The system checks the support program with which the account is covered.
  3. The system checks that the person opening the SR is a support contact registered in the UserCenter account selected.

   Step 1. (Partners)

  1. The partner enters the end user's account ID. A notification that a SR has been created on behalf of the end user will be sent to the e-mail addresses of the specified account ID administrators.
    2. The system checks the support program with which the account is covered. If the end user is covered with CES and the partner has the CCSP status, he/she will be moved to the next step.
  2. If the end user is not covered with CES, there are two situations:
    1. If the partner is a CSP, he/she will be moved to the next step. The partner will be able to open a service request by using his/her ticket quota.
    2. If the partner is only a CCSP and not a CSP, the partner will receive an error and will not be able to open a service request.

   Step 2. (All Users)

In this step the person creating the SR is required to fill in basic characteristics of the SR, such as: Subject, Product, Version, Operating System, Severity and Error Messages.

    Step 3. (All Users)

In this step the person creating the SR is presented with recommended troubleshooting steps based on the details provided in step 2. In case the issue persists, a more detailed description of the issue is required.

    Step 4. (All Users)

This step summarizes the details provided throughout the SR creation wizard. Also, there is a description of the requested files (based on the details provided in step 2) and how they can be attached.
Additional contact information and methods of contact can be provided as well.

    Step 5. (All Users)

Once the process is completed, the SR number is presented and an email is sent to the contact opening the SR.
In case of a partner opening an SR for an end user, an email notification will be sent to the specified e-mail address.
In order to keep track of the SR status, the 'My Service Requests' tab offers the following SR review capabilities:

  1. View all open SRs based upon a partner account, UserCenter account and contact person.
  2. View all SRs closed within a certain period of time based upon a partner account, UserCenter account and contact person.
  3. Search for a specific SR based upon number, subject or status.

   For More Information on Creating a Web SR

Further information regarding the SR submit tool is available on SecureKnowledge: Solution ID: #SK31615

   Directions for Opening a Phone SR

An alternative method of opening an SR is through the telephone. The requirements for opening an SR are identical to the ones mentioned above for opening an SR via the web interface.
The Check Point Worldwide Technical Assistance Centers are available to assist you 24x7.
   Americas: +972-444-6600    International (Non-US): +972-3-6115100