Взаимодействие с Check Point Technical Support

Антон Разумов
arazumov@checkpoint.com
Check Point Software Technologies
Ко...
Ottawa - Extended global coverage

OTTAWA
Network +75
IPSO experts

DALLAS
Network
Endpoint

©2009 Check Point Software Te...
Technical Services Organization
Ofer Wolf
VP
Technical
Services

Dallas
TAC

Richard
Brannoc
k

Int
TAC

Desks
Javier Cast...
Organization Structure & Ticket Flow

General
support

International
Support
Group

Escalation
Group
―Co – Premium‖/ ―Co M...
SR Severity Assignment


First setting of Severity is done when opening a ticket through the Web (SST) or
by phone – acco...
Escalation path
 Available on public site:
http://www.checkpoint.com/services/contact/escalation.html

TL’s contact
detai...
TAC Performance Metrics
Automatic Customer Satisfaction Surveys

1

Customer
Satisfaction

(Measure averages + Follow up o...
РАБОТА С SERVICE REQUESTS

©2009 Check Point Software Technologies Ltd. All rights reserved.

[Unrestricted]—For everyone
...
Save time – Use our CHAT!

When launching chat an SR will automatically
be issued!
If no resolution by chat, Support will ...
При открытии тикета






Product name and version
Operating system
A general description of the case
General archite...
Collaborative Enterprise Support

Co-Basic

Co-Standard

Co-Premium
Fast–path escalation

Indirect 30 min for Severity #1
...
Escalation Path –
“co-standard” Service Level

Specialized tools
Advanced
Access

Expert
Access

Severity 1
Issue

Escalat...
Escalation Path –
“co-premium” Service Level

Specialized tools
Advanced
Access

Expert
Access

Severity 1
Issue

Informat...
Sapphire & Diamond Programs
for better customer satisfaction

Secure knowledge expert

Sapphire

Designated Senior enginee...
В процессе работы
 The debug process can be one or all of the following:
–
–
–
–
–
–

Cpinfo from relevant machines (mana...
FAQs - Service Request Process
sk31615
– How Can I Speed Up the Resolution of My Ticket?
– After I Open a Service Request,...
How can I speed up the resolution of my ticket?













Complete contact information, (name, title, company ...
How Do I Change the Company Contact
for My Service Request?
 In order to change a service request's (SR) assigned company...
How Do I Escalate a Service Request?

 If you need to escalate a service request (SR), contact
one of the Worldwide Techn...
To do our best…

To do our best, what we need is:







Customer descr. – importance on Russian market
Total size o...
Антон Разумов
arazumov@checkpoint.com
Check Point Software Technologies
Консультант по безопасности

©2009 Check Point Sof...
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Взаимодействие с Check Point Technical Support

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Взаимодействие с Check Point Technical Support

  1. 1. Взаимодействие с Check Point Technical Support Антон Разумов arazumov@checkpoint.com Check Point Software Technologies Консультант по безопасности ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone
  2. 2. Ottawa - Extended global coverage OTTAWA Network +75 IPSO experts DALLAS Network Endpoint ©2009 Check Point Software Technologies Ltd. All rights reserved. SUNDSVALL Endpoint TEL AVIV Network Endpoint TOKYO Network Endpoint [Unrestricted]—For everyone 4
  3. 3. Technical Services Organization Ofer Wolf VP Technical Services Dallas TAC Richard Brannoc k Int TAC Desks Javier Cast. Customer Services Adam Mittler Kevin Charles Mike Anderson (90) (70) (50) (85) Escalation/ Diamond D. Moses Ottawa TAC Desks Hanan Adika Escalation Shira Bar Yosef HW Services Danny Tost. ©2003–2008 Check Point Software Technologies Ltd. All rights reserved. Ottawa Escalation Jason Ingram Ottawa Team Leaders Profession al Services Yaron Langer Knowledge Center Gil Sudai (20) P&C+ R&D Liaison Gil Carmon Training Amy Hughey [Restricted]—designated individuals Business Offering Barak D W
  4. 4. Organization Structure & Ticket Flow General support International Support Group Escalation Group ―Co – Premium‖/ ―Co MSP‖/ ―Enterprise Premium‖ ―Fast Path‖ Senior engineers Backline Engineering Programmers, R&D staff Diamond Support Team Diamond Customers Most experienced engineers ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 6
  5. 5. SR Severity Assignment  First setting of Severity is done when opening a ticket through the Web (SST) or by phone – according to the following levels: – Critical: – High: – Medium: – Low: A problem that results in a “Network Down” condition or critical production system failure. Requires commitment for 24 * 7 work A problem that substantially degrades product performance A problem that causes a minor impact on product use An anomaly that does not affect business functionality  Severity may change during the troubleshooting process. We encourage customers & partners to work with us to adjust severity levels as necessary by communicating directly with the TAC engineer assigned to the case – preferably by phone.  We encourage customers & partners to discuss these issues with the TAC Engineer’s manager who can reallocate resources as required.  In exceptional circumstances, customers & partners may approach their local Check Point contact (Account Manager or SE) to request a change of priority, who will then contact the TAC managers and decide together how to proceed. ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 7
  6. 6. Escalation path  Available on public site: http://www.checkpoint.com/services/contact/escalation.html TL’s contact details in engineer’s signature ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 8
  7. 7. TAC Performance Metrics Automatic Customer Satisfaction Surveys 1 Customer Satisfaction (Measure averages + Follow up on low scores) Periodic outbound management surveys Quality & Frequency of communication 2 Communication Wait time on the phone Focus on providing solution within 1 day 3 Resolution Time 15-20% reduction of average resolution time ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 9
  8. 8. РАБОТА С SERVICE REQUESTS ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 10
  9. 9. Save time – Use our CHAT! When launching chat an SR will automatically be issued! If no resolution by chat, Support will continue handling the issue as a ticket ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 11
  10. 10. При открытии тикета      Product name and version Operating system A general description of the case General architecture, according to the Check Point products within the configuration What triggered the case: – – – – – –  Following an upgrade When there was high load traffic After configuration or policy changes (using new feature, etc') After network changes After operating system or hardware changes Other... Relevant information available to the end user that can assist in resolving the problem: – – – – Relevant error message Core dump Panic dump Symptoms related to the case ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 12
  11. 11. Collaborative Enterprise Support Co-Basic Co-Standard Co-Premium Fast–path escalation Indirect 30 min for Severity #1 Direct 30 min for Severity #1 SecureKnowledge Advanced SecureKnowledge Advanced SecureKnowledge Advanced 12x5 CP backline channel support 24x7 CP backline channel support 24x7 CP backline channel support Upgrades @ 25% of list price Upgrades included Upgrades included Bug fixes Bug fixes Bug fixes ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 13
  12. 12. Escalation Path – “co-standard” Service Level Specialized tools Advanced Access Expert Access Severity 1 Issue Escalates By any CCSP employee 30 min By phone or via web 24 x 7 Regular Issue Solves 75% Escalates 25% 4 hrs Customer Status Confirmation e-mail of received Service Request after opening Solves or passes on Solves or passes on Solves Only by a CCSE CCSP Status 2nd line desk Escalation desk R&D Status Up-to-date status monitoring in SecureTrak ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 14
  13. 13. Escalation Path – “co-premium” Service Level Specialized tools Advanced Access Expert Access Severity 1 Issue Information exchange for directly escalated issues By any CCSP employee or the customer 30 min By phone or via web 24 x 7 Regular Issue Solves 75% Escalates 25% 4 hrs Customer Status Confirmation e-mail of received Service Request after opening Solves or passes on Solves Only by a CCSE CCSP Status 2nd line desk Escalation desk R&D Status Up-to-date status monitoring in SecureTrak ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 15
  14. 14. Sapphire & Diamond Programs for better customer satisfaction Secure knowledge expert Sapphire Designated Senior engineer Yearly phone review CP advance training session & yearly CP meet the expert for 2-4 people Secure knowledge expert Designated Senior engineer & Unique contact number Diamond Onsite Assistance of 4-10 days Phone Consultation of 2 to 6 4-hour blocks Monthly or Quarterly reviews CP advance training session & yearly CP meet the expert for 3-6 people ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 16
  15. 15. В процессе работы  The debug process can be one or all of the following: – – – – – – Cpinfo from relevant machines (management or modules) Monitor or TCP dump Relevant daemons debug output Kernel debug output Log files O/S debug files (messages file, Event viewer output, etc.)  Some cases are rarely reproduced and it may take several days to duplicate them if at all.  The desk engineer may request another set of debug information because: – The original debug information did not capture the phenomenon – The original debug information, leads the desk engineer to a conclusion that is different from his original conceptualization of the case. When this happens, different debug flags are required. ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 17
  16. 16. FAQs - Service Request Process sk31615 – How Can I Speed Up the Resolution of My Ticket? – After I Open a Service Request, How Soon Does the Technical Assistance Center Respond? – How Can I Determine the Severity of My Service Request? – What Support Utilities Does Check Point Offer? – What Is a CPinfo File? – What Is fw monitor and How Can It Help Speed Up Resolution? – How Do I Know Which Files to Send for My Configuration? – What Is the Best Way to Report a High Severity Issue? – How Do I Change the Company Contact for My Service Request? – Can I add or change information on a request that was opened by another person? – How do I add an attachment? – Can I View Closed Service Requests? – How Do I Reopen a Closed Service Request? – How Do I Escalate a Service Request? ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 18
  17. 17. How can I speed up the resolution of my ticket?          Complete contact information, (name, title, company name, e-mail address, phone number, pager number, fax number, onsite phone number, time zone) for all parties involved in the issue. Execute the $FWDIR/bin/fwinfo, cpinfo, or ipsoinfo command on all FireWall-1 modules and the FireWall-1 management station in question, divert the output to a file, and attach the file to a web request. Describe the hardware platform(s) involved in this issue, including the amount of memory, disk space, and NIC card types (manufacturer and model). Describe the operating system(s) involved in this issue, including the version number and patch level information. (Include which service pack and hotfixes for NT, which patches for Solaris, etc.). Provide a detailed description of the problem or issue, including any symptoms noted, any patterns seen (time of day or only certain users affected, etc…) and any specific error messages received. Log file contains relevant log errors Updated SVN Mapping of all the network related to the problem including Hardware/Software detailed descriptions, Network Map, Connections types, bandwidth, and IP addresses of all segment routers and transitional gateways. General information about the network, including: approximate number of users, approximate number of simultaneous sessions per user, types of applications in use, network traffic passing through the software at the time of error, CPU utilization, memory allocation and utilization. An electronic topology diagram is preferred – Visio® or PowerPoint® are good applications to use for this. If this is not feasible, a fax of hand drawn diagrams is an acceptable alternative, provided the IP addresses or Host ID information is legible upon receipt. ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 19
  18. 18. How Do I Change the Company Contact for My Service Request?  In order to change a service request's (SR) assigned company contact that person who is working with Check Point on the SR issue - use one of the following two options:  The administrator of your account can request the contact to be changed by calling one of the Worldwide Technical Assistance Centers (TAC) at: > Americas: +1-972-444-6600, options 1 and 1 > International: +972-3-611-5100  The currently assigned company contact can send a web request, via the existing SR, identifying the change in the company contact person. Please provide name and email address of the new contact. – Note: Company contacts must be designated, support contact personnel; the administrator of your account makes these designations. ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 20
  19. 19. How Do I Escalate a Service Request?  If you need to escalate a service request (SR), contact one of the Worldwide Technical Assistance Centers (TAC) at:  > Americas: +1-972-444-6600, options 1 and 1  > International: +972-3-611-5100 ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 21
  20. 20. To do our best… To do our best, what we need is:       Customer descr. – importance on Russian market Total size of cust. CHKP installed base Brief descr. of the problem Definition of the timescale = by when it needs to be fixed What is in risk if not fixed in time Estimation of a future CHKP business if the fix is successful We need pure facts – not a novel ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone 22
  21. 21. Антон Разумов arazumov@checkpoint.com Check Point Software Technologies Консультант по безопасности ©2009 Check Point Software Technologies Ltd. All rights reserved. [Unrestricted]—For everyone

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