Check Point Technical Support Guide

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

Ottawa - Extended global coverage

OTTAWA
Network +75
IPSO experts

DALLAS
Network
Endpoint


SUNDSVALL
Endpoint

TEL AVIV
Network
Endpoint

TOKYO
Network
Endpoint


4

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

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



6

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.



7

Escalation path
 Available on public site:
http://www.checkpoint.com/services/contact/escalation.html

TL’s contact
details in
engineer’s
signature



8

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


9

РАБОТА С SERVICE REQUESTS



10

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



11

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



12

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



12x5 CP backline channel support



Upgrades @ 25% of list price

Upgrades included

Upgrades included

Bug fixes

Bug fixes

Bug fixes



13

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



14

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



15

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



16

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.



17

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?


18

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.


19

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.


20

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



21

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



22

Антон Разумов
arazumov@checkpoint.com
Check Point Software Technologies
Консультант по безопасности



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