Common use of Technical Support Procedures Clause in Contracts

Technical Support Procedures. Under Check Point’s Software support plan, Check Point TAC utilizes a multi-tier support model for Problem Resolution. When initial contact with TAC is made, a Technical Representative or Web Service Request Tool will validate Customer information, contract information, Device Number, and gather details relevant to the question or issue. A 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 place 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. 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 Agreement. 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 thirty (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.

Technical Support Procedures. Under Check Point’s Software support CES Support plan, Check Point TAC utilizes a multi-tier support model for Problem Resolution. When initial contact with TAC is made, a Technical Representative or Web Service Request Tool will validate CCSP and Customer information, contract information, Device Number, and gather details relevant to the question or issue. A unique Service Request (SR) number will be assigned and delivered to the Customer Designated Partner Certified Professional 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 place 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. Check Point agrees to use commercially reasonable efforts to work with the Customer CCSP for Problem Resolution for an issue in accordance with the specifications of this AgreementSLA. Timely efforts must be made by all parties involved. If communication from Customer Partner 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 CustomerPartner. A Service Request may be reopened within thirty sixty (3060) consecutive days of closure. Once a Service Request is closed for thirty (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.sixty