Forcepoint Technical Support

Forcepoint Technical Support combines people, process and technology in support of our Subscribers’ use of Forcepoint Products. Subscribers are enrolled in one of eight Forcepoint Technical Support programs: (1) Standard Support; (2) Premium Support; (3) Premium Priority Support; (4) Mission Critical Support; (5) Mission Critical Support Global; (6) Mission Critical Support Elite; (7) Mission Critical Support Designed Support Engineer; and (8) Mission Critical Support Resident Technical Account Manager. Standard Support is included with a Subscription upon payment of the associated Subscription Fees. All Premium Support and Mission Critical Support offerings are additional charge support options, and are only provided after Subscriber has paid the associated fees for participation in one of these eight support options.

1. Forcepoint Standard Support

Forcepoint Standard Support is included with the Subscription. 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. With Standard Support, Subscribers receive access to:

  • 24x7x365 online support located at: Support
  • the Knowledgebase and Documentation
  • the Customer Forum
  • Tech Alerts Subscription
  • download software updates and patches
  • submit and track support cases
  • Five (5) incidents1 per Subscription year for telephone and online access to technical support engineers during normal business hours for the region where Subscriber is located

The Forcepoint support team has received technical training in the Forcepoint Products and related supported applications. Forcepoint will:

  • Address Subscriber open cases in a timely, professional and courteous manner
  • Assign a trouble case number used to track status and as a reference for Subscriber inquiries
  • Communicate the status of open cases
  • Log the support activity and provide status updates

2. Forcepoint Premium Support

Forcepoint Premium Support includes all the benefits of Standard Support on a 24x7 basis, including weekends and holidays for Severity 1 & 2 issues. In addition to those benefits included in Standard Support, Premium Support includes:

  • 24/7 support for Severity Level 1 & 2 issues
  • No limit on the number of incidents per Subscription year for telephone and online access to technical support engineers
  • Priority access to technical support engineers
  • Priority support
  • Severity three and four issues will be worked during regular business hours only

These benefits are described in more detail on Support at: Global Technical Support Program

3. Forcepoint Premium Priority Support

Forcepoint Premium Priority Support includes all the benefits of Premium Support, and also includes:

  • An assigned Escalation Manager who is responsible for ensuring consistent workflow of technical support cases and timely progression of Subscriber’s technical issues
  • Premium Priority access to technical support engineers
  • Premium Priority support

4. Forcepoint Mission Critical Support

Forcepoint Mission Critical Support combines all the benefits of Premium Priority Support with a technical account manager (TAM) who is assigned to the account, and who proactively works with the Subscriber to support performance, reliability and availability of the Forcepoint Products. Upon gaining an understanding of Subscriber’s environment, the TAM will work with Subscriber to:

  • Provide strategic support planning around Subscriber’s use of the Forcepoint Products
  • Perform architecture reviews, migration planning assistance, training recommendations and periodic account reviews

With Mission Critical Support, Subscriber receives access to:

  • Technical Account Manager:
    • Expedited case handling and escalation path
    • Account related inquiries and assistance
    • Available for an annual on-site visit
  • Collaborative strategic support planning

These benefits are described in more detail at: Global Technical Support Program

5. Forcepoint Mission Critical Support Global

Forcepoint Mission Critical Support Global combines all the benefits of Premium Priority Support with regionally assigned Technical Account Managers (TAMs) who are assigned to the Subscriber in each of the three Forcepoint business regions (AMER, EMEA and APAC). The TAMs proactively work with the Subscriber to support performance, reliability and availability of the Forcepoint Products. In addition to regional TAM coverage the Subscriber will also be provided with a Global Account Manager (GAM) who oversees and organizes the actions and activities of the regional TAMs for the Subscriber on a global level. Upon gaining an understanding of Subscriber’s environment, the GAM and regional TAMs will work with Subscriber to:

  • Provide strategic support planning around Subscriber’s use of the Forcepoint Products
  • Perform architecture reviews, migration planning assistance, training recommendations and periodic account reviews

With Mission Critical Support Global, Subscriber receives access to:

  • Technical Account Manager:
    • Expedited case handling and escalation path
    • Account related inquiries and assistance
  • Collaborative strategic support planning

These benefits are described in more detail at: Global Technical Support Program

6. Forcepoint Mission Critical Support Elite

Forcepoint Mission Critical Support Elite combines all the benefits of Mission Critical Support’s Technical Account Manager (TAM) with increased levels of technical engagement and assistance consisting of the TAM being made available to work with Subscriber for:

  • Quarterly on-site strategic visits
  • On-site upgrade assistance (up to 1 per year, 2 days maximum)
  • On-site issue resolution assistance (up to 1 per year, 2 days maximum)
  • Quarterly health check review via remote sessions
  • Custom training (up to 4 sessions per year– not to exceed two (2) hours each) delivered remotely
  • Advanced architectural planning (disaster recovery and high availability)

These benefits are described in more detail at: Global Technical Support Program

7. Forcepoint Mission Critical Support Designated Support Engineer (DSE)

Forcepoint Mission Critical Support Designated Support Engineer supersedes the benefits of MCS Elite as outlined in this section and provides the added value of a Designated Support Engineer (DSE) who has technically advanced training and experience. The skill sets of the DSE’s assigned to this support offering are designed to streamline the troubleshooting process, bypassing standard support process for issue resolution or escalation of matters directly to Forcepoint’s Engineering organization. The DSE is Subscriber’s single point of contact for all technical issues.

  • Assigned MCS Designated Support Engineer coving all technical issues at an advanced troubleshooting level
  • Semiannual on-site strategic visits
  • On-site upgrade assistance (up to 1 per year, 2 days maximum)
  • On-site issue resolution assistance (up to 1 per year, 2 days maximum)
  • Quarterly health check review via remote sessions
  • Custom training (up to 4 sessions per year – not to exceed two (2) hours each) delivered remotely
  • Advanced architectural planning (disaster recovery and high availability)

These benefits are described in more detail at: Global Technical Support Program

8. Forcepoint Mission Critical Support Resident Technical Account Manager (RTAM)

Forcepoint Mission Critical Support Resident Technical Account Manager (RTAM) supersedes the benefits of MCS Elite as outlined in this section and provides the added value of a designated on-site Resident Technical Account Manager (RTAM). Combining all the added value of a TAM with the local presence and scalability of being local, the RTAM support offering allows for technical support to extend into the local physical location of Subscriber’s Forcepoint installation.

  • Local/On-site Resident Technical Account Manager (RTAM)
    • Works directly with Subscriber’s team at Subscriber’s facility as designated at the outset of the Subscription
    • RTAM serves as the local subject matter expert for the Forcepoint installation
      • Oversees all MCS deliverables and technical ownership of the Forcepoint installation
  • Semiannual on-site strategic visits back to Forcepoint
    • Covering; training, roadmap meetings, as well as general compliance and employee requirements
  • On-site upgrade assistance is managed by the RTAM

These benefits are described in more detail at: Global Technical Support Program

9. Forcepoint Hardware Support

Hardware support for Forcepoint appliances is available to subscribers with a current Subscription for Forcepoint software applications running on the hardware. Support for hardware is available only during the Subscription Term for the enrolled level of technical support, and under a valid hardware support contract.

  • Hardware (other than Network Security Hardware) support includes:
    • Parts replacement of defective hardware materials and workmanship including internal peripherals
    • “Retain your hard drive” option in the event of hard drive failure and replacement
    • Phone-based troubleshooting
    • Severity One level on-site parts replacement provided by a Forcepoint authorized service technician at Subscriber’s business location on record (see Section 12, Subscriber Responsibilities)
  • Network Security Hardware support includes:
    • Hardware replacement with new unit if there is a material defect in workmanship in the hardware reported to Forcepoint within the first ninety (90) days of hardware purchase which Forcepoint deems to be a dead on arrival (DOA) defect. Replacement unit ships next business day.
    • Full-box and Customer Replaceable Unit (CRU) replacement of defective hardware materials and workmanship including internal peripherals with refurbished or equivalent unit after the first ninety (90) days of hardware purchase which Forcepoint deems to be a Return Material Authorization (RMA) defect.2 Replacement unit ships next business day.
    • Next business day (NBD) parts delivery for Customer Replaceable Units (CRU) or Field replaceable Units (FRU) if purchased for the Hardware as part of the Order. FRU parts are delivered and replaced by Forcepoint authorized technicians as on-site labor at the location of the hardware incident.3
    • Same day (SD) parts delivery for Customer Replaceable Units (CRU) or Field replaceable Units (FRU). Service availability 24/7 if purchased for the Hardware as part of the Order. FRU parts are delivered and replaced by Forcepoint authorized technicians as on-site labor at the location of the hardware incident.4
    • “Retain your hard drive” option in the event of hard drive failure and replacement
    • Phone-based troubleshooting

These benefits listed above are described in more detail at: www.forcepoint.com

For non-Forcepoint branded hardware, Subscriber must contact the hardware manufacturer directly in order to obtain any available warranty assistance.

10. Forcepoint Technical Support Targeted Response Times

Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Subscriber by a member of the Forcepoint Technical Support team or by the Subscriber online at Support.

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:

For all Forcepoint Products other than Forcepoint SaaS Products:

Severity Level Initial Response
Standard Premium Mission Critical
Standard Support Premium Support Premium Priority Support Mission Critical Support Mission Critical Support Global Mission Critical Support Elite, DSE & RTAM

Severity One (highest severity)
Business is severely impacted.

  • a Forcepoint product is not functioning and no viable workaround is available
  • Customer environment compromised or at risk for significant data corruption
  • Mission critical application is down or the majority of users are not able to conduct business
Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes

Severity Two
Business is disrupted but functioning.

  • a Forcepoint product’s functionality is severely impacted
  • Mission critical applications or the majority of users are impacted
Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour

Severity Three
Business is not affected but symptoms exist

  • a Forcepoint product is functioning in a restricted fashion and a workaround exists
  • Mission critical applications are functional with some end users affected
Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours

Severity Four (lowest severity)
A request for information.

  • Request for product information or questions regarding how to use the product
  • Minimal impact to customer business
  • a request for product modification
Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day

Hardware On-Site Parts Replacement Response Times:

Hardware Appliance Initial Response (after phone-based troubleshooting is completed)
Standard Support Premium & Premium Priority Support Mission Critical Support (including Global, Elite, DSE & RTAM)

V10000
M5000
M7500
M10000

Not Available Standard 3-Year, 4-Hour Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)
Standard 3-Year, 4-Hour Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)

V5000

Standard 3-Year, Next Business Day Onsite Parts Replacement56

Optional 5-Year, 4-Hour Onsite Parts Replacement56 (additional purchase required)
Standard 3-Year, Next Business Day Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)
Standard 3-Year, Next Business Day Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)

X10G

Not Available Standard 3-Year, Next Business Day Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)
Standard 3-Year, 4-Hour Onsite Parts Replacement5

Optional 5-Year, 4-Hour Onsite Parts Replacement5 (additional purchase required)

Z2500
Z5000
Z10000
Z20000
Z50000

Not Available Standard 3-Year, Next Business Day Onsite Parts Replacement5 Standard 3-Year, Next Business Day Onsite Parts Replacement5

For Forcepoint SaaS Products only:

(24/7 Support will be available for Severity Level-One and Level-Two issues.)

Severity Level Initial Response Resolution Target
Standard Premium Mission Critical
Standard Support Premium Support Premium Priority Support Mission Critical Support Mission Critical Support Global Mission Critical Support Elite, DSE & RTAM
One - Service unavailable or, if applicable, Virus infection occurring
Up to 1 Business Hour
Up to 45 Minutes
Up to 30 Minutes
Up to 30 Minutes
Up to 30 Minutes
Up to 15 Minutes
As soon as possible but no later than within one business day of the call
Two – Partial loss of Service but, as applicable, Web Content and/or email are still being processed
Up to 4 Business Hours
Up to 4 Hours
Up to 3 Hours
Up to 2 Hours
Up to 2 Hours
Up to 1 Hour
As soon as practicable but within two business days or as otherwise agreed between Forcepoint and the customer
Three - Service is available, but technical questions or configuration issues
Up to 8 Business Hours
Up to 8 Business Hours
Up to 6 Business Hours
Up to 4 Business Hours
Up to 4 Business Hours
Up to 2 Business Hours
As soon as practicable or as otherwise agreed between Forcepoint and the customer
Four – Information Issues, reporting questions, password resets
Up to 2 Business Days
Up to 2 Business Days
Up to 2 Business Days
Up to 1 Business Day
Up to 1 Business Day
Up to 1 Business Day
At the time of response or as soon as practicable thereafter or as otherwise agreed between Forcepoint and the customer

11. Service Level Guidelines: Response Time and Request Resolution7

Service Level Compliance: Forcepoint strives to provide compliance of 80% (90% for Mission Critical Support) for the service levels set forth in the following response times:

  • Service response levels:
    • Target response time for inbound telephone calls made during business hours is based on the Severity of the issue (Please see chart); resolution time for 30% of the issues is generally within one business day.
    • Business hours are Monday through Friday, during the hours set forth in the region where Subscriber resides as set forth at: Contact Support (“Business Hours”)
    • For calls to the 24x7 Support Line that occur after hours, the target response time for inbound telephone calls is within one hour for entitled Subscribers.

Escalation response levels: If it is determined that the Forcepoint Technical Support team cannot resolve the support case, the issue will be escalated to the Forcepoint Engineering team. The technical support engineer updates Subscriber on the plan of action and provides timely status updates. Such an action plan may include, but shall not be limited to, a call disposition or issue resolution.

Support for hardware: Response times for hardware parts replacement applies after phone-based troubleshooting has concluded and will vary by country. Service availability and response times are available at: Target Response Times

12. Subscriber Responsibilities

In order to efficiently resolve problems, it is important that there be clear and effective communications between Subscriber and Forcepoint. The first step of the process requires an accurate reporting of the problem by Subscriber. Subscriber will need to provide Forcepoint Technical Support with at least the following information to initiate the process outlined in this document:

  • Subscriber name
  • Subscription Key information
  • Support PIN of the day for Subscriber’s Cloud security account
  • Technical contact information including: name, telephone number and email address
  • Preliminary assessment of the scope and severity of the problem, including the number of affected users/Seats
  • Additional details and files as requested by Forcepoint needed to resolve the issue

A case number will be assigned and provided to you. Subscriber should retain and use this case number in order to facilitate future communications regarding the matter.

  • Hardware (other than Network Security Hardware) Subscriber responsibilities:
    In order to receive on-site parts replacement for a hardware Severity One problem, Subscriber must keep a current record with Forcepoint of the business location on record for the physical location of the hardware.8 Failure to keep current the business location on record will result in service interruption until Forcepoint and its OEM receive and process the information for the updated location.
    • Subscriber must notify Forcepoint of hardware transferred to alternate business locations, 10 days prior to the transfer, within or outside the country of purchase to ensure response time coverage and country registration9
    • Updates to a physical location must be completed prior to dispatching of authorized technicians
    • Subscriber or Subscriber’s authorized representative must be available when the service technical arrives, or the service technician will not be able to service the hardware10
    • Missed service calls due to Subscriber’s unavailability may result in additional charges for the follow-up service call
  • Network Security hardware Subscriber responsibilities:
    In order to receive hardware warranty support for the Network Security hardware products, Subscriber must keep a current record with Forcepoint of the business location on record for the physical location of the hardware.11 Failure to keep current the business location on record will result in service interruption until Forcepoint and its OEM receive and process the information for the updated location.
    • Subscriber must obtain a Return Materials Authorization (“RMA”) number from Forcepoint prior to returning hardware for a warranty claim12
    • Subscriber must be able to provide the location of the hardware, a detailed description of the problems or errors, a description of the hardware, including serial number or Service Tag number, and the names and versions of any operating systems and software loaded on the hardware, including patches and fixes
    • Subscriber will cooperate and take reasonable actions as directed by Forcepoint during the telephone troubleshooting phase
    • If Forcepoint in its sole discretion ships a full box replacement or Customer Replacement Unit (CRU), Subscriber must return the replaced hardware unit within fifteen (15) days following receipt of the full box or CRU13
    • Subscriber will ensure that any returned hardware is free of any legal obligations or restrictions preventing Forcepoint from exchanging, repairing, or replacing the hardware
    • If support is provided at Subscriber’s location, Subscriber will ensure that the hardware is available to Forcepoint for repair or replacement during Forcepoint’s normal business hours, and that the premises where the hardware is located are safe and free of undue risk or danger to Forcepoint’s personnel

Hardware support can only be provided for hardware that has not been damaged as a result of external forces or conditions such as accident, abuse, misuse, unstable environment or power sources, or acts of God. Hardware support will not be provided where:

  • Hardware is repurposed or modified from its original configuration
  • Hardware has missing or altered serial numbers or Service Tags
  • Hardware has been serviced by someone other than a Forcepoint-authorized service provider
  • Premium or Mission Critical Support subscription has expired

Additional details are available at: www.forcepoint.com

13. Technical Support Channels

There are two ways for Subscribers to engage support:

14. Support Escalation Channels

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:

Note: Please ask for a support delivery manager when calling during supported business hours for immediate attention to your concerns.

Technical Support Americas
1-858-458-2940

Technical Support EMEA
+44-203 02 444 01

Technical Support APAC

  • Australia/New Zealand: +61 2 9414 0033
  • India: +1-858-332-0061
  • China, Japan, SE Asia: +86 (10) 5884-4200

Escalation contacts are available 24 hours a day, 7 days a week to service Subscriber’s Severity 1 business needs.

 

1: An “incident” is any assisted support where a case is opened and a case number assigned by Forcepoint. Multi-year subscription holders may aggregate and use the allotted incidents at any time during the then-current Subscription Term. Incidents do not rollover to a renewal Subscription Term. Assisted support for SaaS support will not count as an incident.

2: Available up-to 60-month warranty period, separate purchase required.

3: Next business day (NBD) service level where available and subject to separate purchase requirement.

4: Same Day (SD) service level where available and subject to separate purchase requirement. Renewals only end of sale (EOS) service that is replaced by the Spare part unit program. Available up-to 60-month warranty period.

5: Subject to service availability within the service location. For additional information on service availability and locations visit: Support

6: Standard Support for V5000 is available only with a subscription purchased to Forcepoint Web Security.

7: Service levels are applicable for the software configurations described at Certified Product Matrix. Action requests involving non-included configurations may require more time to resolve, Forcepoint will make commercially reasonable efforts to resolve technical support calls in the aforementioned service level time frame.

8: A service technician will only be dispatched after Forcepoint and Subscriber have concluded phone-based troubleshooting and determined that a Severity One problem exists.

9: Registrations may take up to 10 business days to complete.

10: In the event that Subscriber is not available, the technician will leave a card as indication that the technician was there and the visit will be rescheduled.

11: The Network Security hardware may not be transferred outside of the country of registration without Forcepoint’s written authorization.

12: Subscriber is responsible for properly packaging, insuring, and shipping at Subscriber’s expense and risk of loss any returned hardware to Forcepoint’s repair location. Hardware sent without an RMA will be rejected by Forcepoint and returned to Subscriber at Subscriber’s expense.

13: All returned hardware is the property of Forcepoint at the time RMA number has been issued. Replacement hardware will assume the remainder of any existing warranty of the original hardware.

14: Toll-free numbers are provided for Subscribers of Premium and Mission Critical Support in some geographies.