Escalation Process and Procedure. (a) Customer-initiated Escalation: Under Check Point’s Support plan, some work items (especially those associated with critical situations) may need to be expedited. When this becomes the case, Customer shall notify Check Point TAC of the critical situation. If TAC determines that sufficient information has been provided by Customer and the escalation is accepted, Check Point will work with Customer on providing the appropriate solution. 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 is not limited by): problem statement, next action items to resolve the issue and time estimates on these action items.
Escalation Process and Procedure. (a) Co-Premium and Co-Elite ticket handling: Support Tickets opened for Co-Premium and Co-Elite customers will be handled by Check Point TAC’s Escalation group. After initial analysis of the issue and verification that information is sufficient and that there is no known solution to the problem at hand, the ticket will be automatically escalated to the handling of an Escalation Engineer.
