Forcepoint Premium Support Clause Samples
The Forcepoint Premium Support clause defines the terms and conditions under which enhanced technical support services are provided to customers. This clause typically outlines the scope of support, such as 24/7 availability, priority response times, and access to specialized technical resources for troubleshooting and resolving issues with Forcepoint products. By specifying the level of service and support commitments, this clause ensures customers receive timely assistance and helps minimize downtime, thereby maintaining business continuity and satisfaction.
Forcepoint Premium Support. Forcepoint Premium Support includes all the benefits of Standard Support on a 24x7 basis, including weekends and holidays for Severity 1 & 2 issues. In addition to those benefits included in Standard Support, Premium Support includes: • 24/7 support for Severity ▇▇▇▇▇ ▇ & 2 issues • No limit on the number of incidents per Maintenance year for telephone and online access to technical support engineers • Priority access to technical support engineers • Priority support • Severity three and four issues will be worked during regular business hours only These benefits are described in more detail on Support at: Global Technical Support Programs 3. Forcepoint Premium Priority Support: Forcepoint Premium Priority Support includes all the benefits of Premium Support, and also includes: • An assigned Escalation Manager who is responsible for ensuring consistent workflow of technical support cases and timely progression of Licensee’s technical issues • Premium Priority access to technical support engineers • Premium Priority support