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支持程序

Our experts not only understand your needs, but they can also anticipate them. With a full range of support programs for customers and partners, EBET真人 支持 is committed to helping you maximize your technology to gain a competitive advantage in your business. 直接的企业支持 offers direct support from the EBET真人 experts to help you get the most from our solutions. Collaborative Enterprise 支持 offers local experts backed by EBET真人 who understand your specific needs and speak your language.

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直接的企业支持

A single comprehensive contract protects all EBET真人 products to help your business get the most from our solutions.

  • 标准 直接的企业支持 – Receive unlimited phone and email support, advanced access to our large self-service knowledge base and online service with SecureTrak.
  • 溢价 直接的企业支持 – Enjoy all the benefits of Enterprise 标准 支持, plus real-time, 24/7 mission-critical support.
  • 精英直接企业支持- Receive comprehensive support, plus expert access to support center resources. In addition, you will have on-demand, on-site care wherever you need it.
  • 钻石 直接的企业支持 – Extend your Enterprise 溢价/精英 支持 with personalized support, in-depth resources and consulting.
  • 钻石 Plus 直接的企业支持 – Communicate with your personal account manager, 安排现场天, and tune your security to enhance performance and reduce risks.
支持服务
标准
溢价
精英
钻石
检查点PRO可用性 是的 是的 是的 是的
基本的SLA 5 x 9工作日 7 x 24每天 7 x 24每天 7 x 24每天
EBET真人 Engineer On Site for Critical SRs No No 是的* * 基于支持级别
TAC访问
支持重点 技术支持工程师 技术支持工程师 技术支持工程师 指定的钻石工程师
无限的服务请求 是的 是的 是的 是的
Committed 响应 time to Severity-1 issues* 30分钟 30分钟 30分钟 30分钟
Committed 响应 time to Severity 2,3 & 4问题* 4个小时 Sev 2 - 2小时 Sev 2 - 30分钟 基于支持级别
签订3 & 4 - 4小时 签订3 & 4 - 4小时
Allowed number of designated support contact per account 5 10 10 10
支持工具
最新的热修复程序 & 服务包 是的 是的 是的 是的
主要升级 & 增强 是的 是的 是的 是的
Access to 检查职业ducts Forums 完全访问 完全访问 完全访问 完全访问
Access to Online 支持 Knowledgebase 先进的 专家 专家 专家
硬件支持
Return Material Authorization (RMA) determination TAC TAC TAC 客户
RMA装运方法 同一工作日出货1 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3
现场RMA发货方式 (must be purchased in addition to the regular program SLA) 5 × 8 × NBD Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2 7 x 24 x 4H Delivery and basic installation of replacement hardware by a certified engineer2

 

1 For Return Material Authorization determination completed by 15:00 regional hub time; otherwise shipment will occur next business day with delivery target extended by one day.
2 可用在 世界各地250.
3 Next Flight Out / Express Delivery is available in the European Union and mainland US. Appliances are shipped during normal business hours and may arrive during off hours.

* For 30 minutes SLA – real time communication (闲谈,聊天, Phone) is required. ** CP Engineer on site SLA: -Emergency Engineer dispatch for critical issues within 4 Hrs from case open time (critical issue: Severity 1 – network down issue which requires 7×24 resolution from both customer, 合作伙伴及检查点), 看到定义. *** RMA approval certification requires full account coverage in CO-溢价 /Co-精英 SLA, Appliance 培训; 认证 requires Annual RMA rate lower than 7.5% and False Positive Rate lower than 25%. 合作伙伴 cannot approve RMA for IAS Appliances.

注意: UTM-1 Edge/600/700/1100 /1400/1500 RMA is shipped Next Business Day for all SLAs.
          SG82/SG86现场服务 & DDoS appliances includes only product replacement (without a technician)

 

Collaborative Enterprise 支持

Local experts backed by EBET真人 who understand your specific needs and speak your language.

  • 标准 Collaborative Enterprise 支持 – Get advanced access to our large, self-service knowledge base and a committed 30-minute response time to issues with level one severity.
  • 溢价 Collaborative Enterprise 支持 – Enjoy all the benefits of 标准 Collaborative 支持, plus real-time 24×7 Global support.
  • 精英 Collaborative Enterprise 支持 – Receive comprehensive support plus the possibility of having a EBET真人 Engineer on-site for critical SW issues.
Co-标准
Co-溢价
Co-精英
检查点PRO可用性 是的 是的 是的
最终客户SLA一致性 5×9营业日 7 x 24每天 7 x 24每天
EBET真人 Engineer On Site for Cirtical SRs No No 是的* *
TAC访问
支持重点 技术支持工程师 技术支持工程师 技术支持工程师
Committed 响应 time to Severity-1 issues* 30分钟 30分钟 30分钟
Committed 响应 time to Severity 2,3 & 4问题* 4个小时 Sev 2 - 2小时
签订3 & 4 - 4小时
Sev 2 - 30分钟
签订3 & 4 - 4小时
支持工具
最新的热修复程序 & 服务包 是的 是的 是的
主要升级 & 增强 是的 是的 是的
Access to 检查职业ducts Forums 完全访问 完全访问 完全访问
Access to Online 支持 Knowledgebase 先进的 专家 专家
硬件支持
Return Material Authorization (RMA) determination TAC 合作伙伴* * * 合作伙伴* * *
RMA装运方法 同一工作日出货1 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3 Next Flight Out / Express Delivery (when applicable) or Same Business Day Shipment3
现场RMA发货方式 5 × 8 × NBD 7 x 24 x 4H 7 x 24 x 4H
(must be purchased in addition to the regular program SLA) Delivery and basic installation of replacement hardware by a certified engineer Delivery and basic installation of replacement hardware by a certified engineer2 Delivery and basic installation of replacement hardware by a certified engineer2

 

1 For Return Material Authorization determination completed by 15:00 regional hub time; otherwise shipment will occur next business day with delivery target extended by one day.
2 可用在 世界各地250.
3 Next Flight Out / Express Delivery is available in the European Union and mainland US. Appliances are shipped during normal business hours and may arrive during off hours.

* For 30 minutes SLA – real time communication (闲谈,聊天, Phone) is required. ** CP Engineer on site SLA: -Emergency Engineer dispatch for critical issues within 4 Hrs from case open time (critical issue: Severity 1 – network down issue which requires 7×24 resolution from both customer, 合作伙伴及检查点), 看到定义. *** RMA approval certification requires full account coverage in CO-溢价 /Co-精英 SLA, Appliance 培训; 认证 requires Annual RMA rate lower than 7.5% and False Positive Rate lower than 25%. 合作伙伴 cannot approve RMA for IAS Appliances.

注意: UTM-1 Edge/600/700/1100 /1400/1500 RMA is shipped Next Business Day for all SLAs.
          SG82/SG86现场服务 & DDoS appliances includes only product replacement (without a technician)

 

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