The current version of these SLAs can be found at Support for hardware is available only during the Subscription Term for the enrolled level of technical support, and under a valid hardware support contract.Through the combination of available resources, Subscriber can submit new cases and manage case status, access the latest security features and download software, upgrades, updates and patches, as well as review technical documentation.
Forcepoint Technical Support Offerings are backed by highly skilled support teams with knowledge and experience across Forcepoint’s entire Human Point System product portfolio. Forcepoint offers a range of support options designed to deliver both maximum solution value and timely issue resolution. Escalation contacts are available during Business Hours to service Essential Support Subscriber’s Severity One business needs. The defined terms therein have the same meaning when used in this Service Level Agreement. With 24/7 Global Support and a range of proactive services, you will be able to find the right support option for … The defined terms therein shall have the same meaning when used in this SLA. In order to efficiently resolve problems, it is important that there be clear and effective communications between Subscriber and Forcepoint. Subscriber will need to provide Forcepoint Technical Support with at least the following information to initiate the process outlined in this document:Forcepoint Technical Support combines people, process and technology in support of our Subscribers' use of Forcepoint Products. Access to thousands of Knowledge Base articles which are updated daily. 1.1 Forcepoint provides these SLAs subject to the terms and conditions of the then current Forcepoint Subscription Agreement at: Subscription Agreement, and the Forcepoint Network Security Products License Agreement at: Network Security License Agreement, as may be updated by Forcepoint from time to time.
The first step of the process requires an accurate reporting of the problem by Subscriber. Get these benefits when you log into Forcepoint support: A personalized support experience for the products and versions you own. Support Programs. Create cases quickly online. )Stopping insider threats for over 15 years with over 1M endpoints protected.Forcepoint is the only COTS developer with access and transfer solutions recognized by the US NCDSMO.Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on the descriptions in the chart below:If after following the procedures for creation of a technical support case Subscriber desires to escalate a support issue, the following escalation path to a Technical Support Manager in Subscriber's region is available using the numbers listed below:The Forcepoint support team has received technical training in the Forcepoint Products and related supported applications.
1.1 Forcepoint provides these SLAs subject to the terms and conditions of the then current Forcepoint Subscription Agreement at Subscription Agreement, as may be updated by Forcepoint from time to time. Forcepoint will:For non-Forcepoint branded hardware, Subscriber must contact the hardware manufacturer directly in order to obtain any available warranty assistance.Hardware support for Forcepoint appliances is available to Subscribers with a current Subscription for Forcepoint software applications running on the hardware.