Check Point Services, Support and Training Programs
What the exam tests
This domain tests how Check Point services, support, and training fit together commercially and operationally. You should distinguish advisory and professional services from break/fix support, know the support program tiers at a high level, and map training to certification paths.
Core rules
- Infinity Global Services: Check Point's services portfolio for consulting, professional services, managed security, incident response, and training. Use it when the customer needs design, migration, optimization, or outcome-based help, not just hardware replacement.
- Support programs: support is delivered through tiered programs such as Premium Support and Collaborative Support, with direct or partner delivery depending on the customer's route to market. Support covers case handling, software updates, and hardware replacement terms; exact entitlements depend on the program and contract.
- Professional services vs support: support restores or maintains the product; professional services deliver a project outcome such as an R81 upgrade, Maestro deployment, cloud landing zone review, or policy optimization.
- Training and certification: Check Point training is delivered through authorized training centers and includes CCSA, CCSE, and specialist paths. Training is separate from support entitlement; it is not automatically included.
- Incident response: when a breach is active, incident response services and support escalation are different motions; do not sell a support case as incident response.
Worked example
A customer on an older release has a skills gap and a planned data-center refresh. Map: Professional Services for upgrade and migration design; Premium Support for 24x7 case handling and update access; authorized training for CCSA and CCSE to build internal skills; incident response only if an active compromise is suspected. The wrong answer is 'open a support ticket and ask them to design the migration'.
Traps
- Confusing support with professional services.
- Assuming training is bundled with support or licensing.
- Ignoring partner-delivered support and training routes.
- Selling incident response as routine support.
- Promising specific response times or entitlements without checking the contracted program.