Technical Contacts. The Diamond PLUS Support Program provides Customer with a designated named Diamond PLUS Technical Contact person that is an integral part of the Check Point Technical Assistance Center. It also provides Customer with an additional regional focal point that will be a focal point to all technical related needs. Both designated focal points (the designated engineer in the TAC and the regional focal point) will have intimate knowledge of Customer’s deployment and working procedures to ensure the best possible support. Customer will receive the direct contact phone numbers of both focal points and their managers. Every pre-determined period between Customer and the designated focal points (target is once every 1-2 weeks), there will be a conference call between Customer, the designated engineer from the TAC and the regional focal point to review all progress on current pending issues, and to discuss on-going plans to allow better preparation to them. Once a quarter, Check Point will send Customer a report outlining services rendered in the past quarter.
Appears in 3 contracts
Sources: Check Point Direct Support Program Service Level Agreement, Check Point Direct Support Program Service Level Agreement, Check Point Direct Support Program Service Level Agreement