Forcepoint Support Plans & Options
Global Technical Support Programs
Organizations today require Essential Information Protection
Forcepoint Technical Support strives to be the technical advocates for Forcepoint customers across all platforms and integrations. Our mission is to make Forcepoint as well known for its technical service as it is for global leadership in providing Web, messaging and data security solutions.
Forcepoint security solutions are backed by a worldwide team of highly trained and experienced technical support engineers. With operations around the globe, Forcepoint Global Technical Support provides organizations with the services required to manage the risks of dynamic Web 2.0 applications, helps ensure safe and productive use of the Internet, and provides essential protection for critical systems and information.
We offer three global support offerings—Forcepoint Standard, Forcepoint Premium and Forcepoint Mission Critical Support to help you maximize your investment with Forcepoint.
|Forcepoint Global Technical Support Program||Standard Support||Premium Support||Mission Critical Support|
|Knowledge Base Articles|
|Forcepoint Security Alert Notifications|
|Secure Portal (MyForcepoint.com)|
|Downloadable Software, Upgrades, Updates and Patches|
|Online Case Submission & Status|
|Telephone Access to Technical Support Engineers||Business Hours Monday - Friday*||Around the Clock 24x7||Around the Clock 24x7|
|Technical Account Manager (TAM)|
|Strategic Support Plan|
|Migration Planning Assistance|
|Periodic Account Reviews|
|Severity One Technical Response Time||1 Hour||1 Hour||30 Minutes|
|Availability||Global||Global||N. America, ANZ and UK|
*Please refer to http://www.Forcepoint.com/SupportPortal/Contact.aspx for business hours for your region.
Forcepoint Standard Support:
Included with every Forcepoint subscription, Forcepoint Standard Support provides unlimited access to the Forcepoint KnowledgeBase and MyForcepoint, our secure Web portal, as well as phone and email access to technical support engineers during normal business hours Monday through Friday to help troubleshoot problems and mitigate issues. You can submit new cases and manage status, take advantage of the latest security features and download software, upgrades, updates and patches, as well as review Forcepoint product documentation, any time. Forcepoint Standard Support helps small- to mid-size businesses that do not require additional support outside business hours to protect their business and get the most out of their investment with Forcepoint.
Forcepoint Premium Support:
Your business doesn’t stop for weekends or holidays and neither do we. With global facilities and highly trained technical support engineers, Premium Support delivers all the benefits of Standard Support— around the clock. With exclusive, unlimited access to a toll-free number, you can be assured your most pressing and difficult questions regarding Forcepoint installation, configuration or software issues will be answered 24 x 7. Forcepoint global, “follow-the-sun” support centers and target–one-hour response times for severity-one issues ensure you receive priority when you call. Designed for all customers with 24-hour operations, Premium Support ensures that your systems are always up and running and that your investment and your essential information are protected, around the clock.
- Around the clock 24/7/365 support
- "Follow-the-sun" support for severity one issues
- Priority access to technical support engineers
- Exclusive access to a toll-free number
- Priority email support
Forcepoint Mission Critical Support:
For large organizations that require secure, continuous protection from external threats and internal leaks, Forcepoint offers Mission Critical Support, our highest level of service. Mission Critical Support combines all the benefits of Premium Support (24 x 7) with superior technical response coordinated by a highly proactive technical account manager (TAM). A TAM is assigned to your account and works closely with your organization to ensure the highest performance, reliability and availability of your Forcepoint solutions. Your TAM takes the time to understand your complex environment in order to provide strategic support planning to help mitigate security risks, resolve issues quickly and minimize downtime for your critical systems. Mission Critical Support includes architecture reviews, migration planning assistance, training recommendations and periodic account reviews to keep your business running and ensure you can leverage the power of integrated Web, messaging and data security solutions. With Mission Critical Support you are guaranteed the fastest path to resolving your most pressing support issues with expedited call handling, ahead of other customers. With unlimited 24 x 7 access to senior technical support engineers and product specialists, Mission Critical Support provides personalized and essential protection for your critical applications to help you maximize your ROI with Forcepoint.
Technical Account Manager Benefits:
- Designated senior technical support engineer
- Single point of contact
- Collaborative, strategic support planning
- Expedited case handling and escalation
- Personalized service delivery