FrequentlyAsked Questions

UTM-1 R70
Frequently Asked Questions: Logistics, Support, Return Material Authorization (RMA) and Demo Units

2009 Check Point Software Technologies Ltd. All rights reserved.

Classification:

[Confidential]For Check Point users and approved third parties

Table of Contents
Ordering and Shipment.................................................................................................................3 Software Version...........................................................................................................................4 Licensing.......................................................................................................................................4 Licensing / Popular Add-ons .........................................................................................................5 Hardware Warranty.......................................................................................................................6 Support and Return Material Authorization (RMA) Process .........................................................6 UTM-1 Total Security Demo Unit for Partners ..............................................................................8 UTM-1 End of Sale Process for UTM-1 xx50 Series ..................................................................10

Classification:

[Confidential]For Check Point users and approved third parties

Ordering and Shipment

How do I order a UTM-1 appliance? Issue a purchase order (PO) for the required SKUs using the regular order procedure by emailing order@checkpoint.com. If required, you can specify a shipping address that is different than the billing address. Model UTM-1 132 UTM-1 272 UTM-1 572 UTM-1 1073 UTM-1 2073 UTM-1 3073 SKU CPAP-SG132 CPAP-SG272 CPAP-SG572 CPAP-SG1073 CPAP-SG2073 CPAP-SG3073 Performance 400 Mbps 600 Mbps 1100 Mbps 2000 Mbps 3000 Mbps 4.5 Gbps Recommended Sizing Up to 75 users Up to 125 users Up to 250 users Up to 500 users Up to 1000 users Up to 1500 users

*The relevant power supply will be sent to the shipping address unless requested differently. What is UTM-1 Total Security? Total Security includes 6 software blades, delivering Firewall, IPSec VPN, IPS, URL Filtering, Anti-Spam & Email Security, Antivirus & Anti-Malware functionalities. How do I order a UTM-1 Total Security appliance? Issue a purchase order (PO) for the required SKUs using the regular order procedure by emailing order@checkpoint.com. If required, you can specify a shipping address that is different than the billing address.
Model SKU

Total Security for 1 Year Check Point UTM-1 136 Total Security Appliance Check Point UTM-1 276 Total Security Appliance Check Point UTM-1 576 Total Security Appliance Check Point UTM-1 1076 Total Security Appliance Check Point UTM-1 2076 Total Security Appliance Check Point UTM-1 3076 Total Security Appliance CPAP-SG136 CPAP-SG276 CPAP-SG576 CPAP-SG1076 CPAP-SG2076 CPAP-SG3076

How can I confirm that my order was processed? Once the order is fully processed, an order confirmation in the form of an email will be sent automatically. If there are any problems in the order processing, a notification will be sent in the form of an email including the category in which the error took place. To correct your order, simply reply to the email with the required correction or send a revised order.
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Classification:

[Confidential]For Check Point users and approved third parties

What is included with the UTM-1 appliance packaging? The appliance that you purchased includes the following Appliance model you purchased An accessory bag CD with full documentation set, as well as the management GUI Documentation: Quick Start Guide Getting Started Guide End Users License Agreement (EULA) Regulations Document When will my order be shipped? The unit will be shipped within 3-4 business days, once the order processing is successfully completed. In the event that there is a shortage of appliances, you will be notified of the new estimated shipment date. From where will the order be shipped? Orders for the Americas destinations will be shipped out of California, USA. Orders for International destinations will be shipped out of Israel. What will be the cost for the shipment? In the event that you request that Check Point arrange the shipment (DDU, International Commercial Terms, or INCOTERMS), the shipping costs will be indicated in the order confirmation e-mail. For pick up shipments (EXW INCOTERMS), costs will be based on your shipping rates with your chosen couriers. If a specific courier is preferred, the account number and courier name should be stated on the PO.

Software Version
Which software version does UTM-1 support? All models come with R70 and NGX R65 with Messaging Security images.

Licensing
How do I license my UTM-1 appliance? There are two ways in which you can license your appliance: 1. From the Web by accessing http://register.checkpoint.com 2. Via the User Center (for existing customers) You will need to input your appliances unique MAC address. You can find this address on a sticker on the back end of the box. The notation of the MAC address is XX:XX:XX:XX:XX:XX. You may need to input this MAC address, depending on the registration method that you choose. What are the guidelines for using an unlimited license? The UTM-1 appliance includes an unlimited user license; however the UTM feature set is based on the recommended number of users outlined above. These will vary greatly depending on the individual needs of each gateway and should only be used as a very general guideline.
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Classification:

[Confidential]For Check Point users and approved third parties

What is included with the UTM-1 appliance license? All models include Firewall and VPN blades UTM-1 130, UTM-1 270 and UTM-1 570 are offered in two flavors: 2 blades and Total Security 6 blades UTM-1 1070, UTM-1 2070 and UTM-1 3070 are offered in two flavors: 3 blades and Total Security 6 blades Security Management container including Network Policy Management, Endpoint Policy Management and Logging & Status blades and 5 Check Point Endpoint Security Secure Access. Note: All UTM-1 models can be expanded to include additional functionality using Software Blades. For example, UTM-1 132, which includes Firewall and VPN, can be expanded with the Advanced Networking Software Blade, adding Dynamic Routing or Quality of Services capabilities. How many gateways can I manage from the UTM-1 appliance? UTM-1 130 model can manage 1 gateway. All other models can manage 2 gateways. The number of managed gateways can be extended to maximum of 25 (using the SM500).

Licensing / Popular Add-ons

What add-on licenses are available for UTM-1 appliances? Below are some of the most commonly used add-on licenses for UTM-1 appliances. For a complete list please see the Check Point price list at http://pricelist.checkpoint.com/ or contact your nearest Check Point reseller. When ordering these add-ons please state the MAC address of the appliance would wish to cover. Description Check Point Security Gateway Blades Check Point Advanced Networking Blade Check Point Acceleration & Clustering Blade Check Point Web Security Blade Check Point Voice over IP Blade CPSB-ADN CPSB-ACCL CPSB-WS CPSB-VOIP SKU

Check Point Security Gateway Service Blades Check Point IPS Blade - for small businesses Check Point IPS Blade Check Point URL Filtering Blade Check Point Anti-Virus & Anti-Malware Blade CPSB-IPS-S1 CPSB-IPS CPSB-URLF CPSB-AV

Classification:

[Confidential]For Check Point users and approved third parties

Check Point Anti-Spam & Email Security Blade

CPSB-ASPM

CPSB-TS-S1 Check Point Total Security package - special (Includes IPS, URL Filtering, Anti-Virus & Anti-Malware and AntiSpam & Email Security Blades) Check Point Total Security package (Includes IPS, URL CPSB-TS-S2 Filtering, Anti-Virus & Anti-Malware and Anti-Spam & Email Security Blades) Check Point Security Management Blades Check Point Monitoring Blade Check Point Management Portal Blade Check Point User Directory Blade Check Point IPS Event Analysis Blade Check Point Provisioning Blade CPSB-MNTR CPSB-MPTL CPSB-UDIR CPSB-IPSA CPSB-PRVS

Hardware Warranty
How long is the hardware warranty of a UTM-1 appliance? The hardware warranty is 1 year starting at appliance activation date or 90 days after shipment whichever comes first. What does the warranty cover? Check Point warrants that the hardware components of its appliances shall be free from material defects in design, materials, and workmanship and will function, under normal use and circumstances, in accordance with the documentation provided, for a period of one year from the date of appliance license activation by Check Point. If the appliance has not been activated, the warranty will be valid for 15 months from the date Check Point shipped the appliance. Can the warranty be extended? No. The standard one-year hardware warranty cannot be extended.

Support and Return Material Authorization (RMA) Process

How do I get support for my Check Point UTM-1 appliance? Check Point offers one-stop shopping for hardware support and offers a variety of support programs to meet customer needs. Depending on your business model and delivery capabilities, you may choose from either Direct Enterprise Support from Check Point or Collaborative Enterprise Support from our certified partners. The Check Point appliance support programs provide technical support, software updates and upgrades, and the replacement of faulty hardware. Visit our support programs at: http://www.checkpoint.com/services/techsupport/index.html
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Classification:

[Confidential]For Check Point users and approved third parties

Who do I contact in the event of hardware failure or other technical issues? If the unit has a hardware failure during this warranty period, subject to the Check Point warranty criteria above, the customer can begin the RMA process by opening a service request online in the SecureTrak Service Request Center at www.checkpoint.com/services/enterprise/securetrak/index.html or by contacting Check Point Technical Support. At the end of the 1-year warranty, Check Point will provide RMA services to all appliances covered by an active support contract. To read more about hardware warranty coverage and protection for appliances please see www.checkpoint.com/services/techsupport/programs/hardware/index.html. What is Check Points hardware warranty policy? Appliance SLA RMA Shipment RMA Execution Method Check Point First-Year Warranty Best-Effort Logistics Center, shipment; delivery using the same unit (within 7 business after repair or days) dependent on another refurbished return of the faulty unit unit back to Check Point Appliance Enterprise Based Support (EBS) *delivered by Check Point Appliance SLA Standard Standard Onsite TAC Support and Response Time 5x12 support; 4-hour response 5x12 support; 4-hour response RMA Shipment Method Same Business Day shipment4 5x12xNBD (Next Business Day) onsite with replacement unit5 Next Flight Out Express Delivery or Same Business Day shipment7

Premium

Premium Onsite

7x24 support; 30minute response for Severity 1, 2 hours for Severity 2 Fast Path to Premium Desk6 7x24 support; 30minute response for Severity 1, 2 hours for Severity 2 Fast Path to Premium Desk
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7x24x4H Onsite in 4 hours with replace

Classification:

[Confidential]For Check Point users and approved third parties

4 For RMA determination completed by 15:00 regional hub time; otherwise shipment will occur next business day with delivery target extended by one day 5 Available in selected countries. Please see www.checkpoint.com/services/onsite-availability.html 6 Assuming the entire user center is covered with Premium or above support contract. Applies to Premium and Premium Onsite support 7 Next Flight Out/Express Delivery is available in the European Union and mainland USA. Appliances are shipped during normal business hours and may arrive during off hours or next business day until 9AM. Check Point operates specific Premium RMA hubs in selected countries in the Asian Pacific, South American, and Eastern European regions

Will my ACE (Appliance Collaborative Enterprise support) CSP/CCSP Partner need to pay Check Point for the opened ticket (like a regular SW support ticket) when providing Premium 4H onsite support? When a CSP/CCSP provides Premium 4H onsite support with Check Point, tickets for RMA requests and appliance related issues will not be charged as regular software tickets by Check Point. An ACE CSP/CCSP providing Premium 4H onsite support can open as many appliance related tickets as needed without any charge from Check Point. How can I track the shipment of the RMA units? Once the RMA units have been shipped, the shipment can be tracked at the site of the courier service. Shipment details will be available in the support ticket at: www.checkpoint.com/services/enterprise/securetrak/index.html or by contacting Check Point Technical Support. Who will install the replacement unit? For customers with onsite support, the hardware unit will be installed by a certified engineer. What do I do with a defective appliance? All defective appliances must be returned to Check Point. Instructions for shipping arrangements, repackaging of the defective appliance, and all other instructions, will be outlined in a letter included in the box of the replacement unit. The defective unit must be shipped back within five business days of the receipt of the RMA unit. If the appliance is not shipped back within five business days, you will be charged the list price for this purchase. Please note that you should keep your power cord.
Packing Guidelines: Reuse this original packaging material to pack the returned unit to insure its arrival in good condition Remove all previous shipping labels from the outside of the box. (Old addresses, Labels, AWB, Colored label, etc) Place the defective part/unit inside the static protection bag and then into the foam Close and tape the box securely to ensure it will not open during transit Please indicate the RMA number clearly on the outside of your box when returning your product to ensure that your return can be properly verified (Attn: RMA Receiving RMA Number _________)

Classification:

[Confidential]For Check Point users and approved third parties

Return Addresses

Americas Check Point Software Technologies c/o DHL Solutions 2450 Spiegel Dr, Ste. A Groveport, OH 43125 United States Ph: +1 614-662-9114 Japan Check Point Software Technologies c/o DHL Tokyo Express Distribution Centre 3rd Floor ELC; Koutou-Ku Tokyo 136-00082 Japan Ph: +81 (0)3 3522 2584

EMEA Check Point Software Technologies c/o DHL Express Logistics Centre Industriepark Diegem Hoek; Woluwelaan 145 Diegem 1831 Belgium Ph: 02/3079400 China Check Point Software Technologies c/o EWT International Transportation Co., Ltd Floor 5, A1, No. 381, Futexilu, Wai Gao Qiao Free Trade Zone Shanghai 200437 China Ph: 86-21-52139688

Rest of APAC Check Point Software Technologies c/o DHL Express Logistics Centre No. 9 Tai Seng Drive; #03-01, Heshe Building, Singapore 535227 Singapore Ph: +65 6311 5588 Note: You are responsible for all return shipping costs and customs duties. Please retain the sender copy of the airway bill which contains both the tracking number and your RMA reference number. Please keep your power cord (the product shipped to you does not include one).

UTM-1 Total Security Demo Unit for Partners

Demo units are intended for partners internal training and demonstration as well as for external demonstration and customer-evaluation purposes. Demo units are not for resale. What are the SKUs for the demo units? Model UTM-1 130 UTM-1 270 UTM-1 570 UTM-1 1070 UTM-1 2070 UTM-1 3070 SKU CPUTM-APP-DEMO-TS-M130 CPUTM-APP-DEMO-TS-M270 CPUTM-APP-DEMO-TS-M570 CPUTM-APP-DEMO-TS-M1070 CPUTM-APP-DEMO-TS-M2070 CPUTM-APP-DEMO-TS-M3070

Classification:

[Confidential]For Check Point users and approved third parties

How many demo units can be purchased? Check Point Partners can purchase up to two demo units of each product line. Who can purchase demo units? Demo units are available to all partners enrolled at all levels of Check Points Partner Program.

UTM-1 End of Sale Process for UTM-1 xx50 Series

Will Check Point still support the UTM-1 xx50 series? Yes, all warranties for the UTM-1 xx50 series will be honored until their expiration. UTM-1 Xxx50 series is currently under End of Sale process. Xx50 are supported on R70 and customer may upgrade from R65, but clean install of R70 on xx50 series is not supported. How do I continue to order a xx50 series appliance? To order a xx50 series product, please use the existing SKUs for xx50 series listed in the appendix of this FAQ or contact a Check Point local representative. This item depends on product availability and under special circumstances. Where can I find info about competitive replacement and trade in promotions? For a complete list of promotions access the Promotions page.

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Classification:

[Confidential]For Check Point users and approved third parties