Support Programs
Proofpoint provides support services to help make your Proofpoint implementation successful. Enterprise email systems are critical business applications, so Proofpoint support is available 24 hours a day, 365 days a year to respond to your needs.
Flexible Support Offerings
Proofpoint has three support programs—staffed by experts in the US, Canada, Europe, Japan and Mexico—that are designed to best match our customers' support level requirements.
- Gold Support: Every Proofpoint customer receives the benefits of Gold level support, including 24x7 access to Proofpoint's Enterprise Support Portal and Technical Support Engineers available via phone during business hours for emergency cases.
- Platinum Support: Customers who select our Platinum support program receive access to Proofpoint's Enterprise Support Portal and phone support 24 hours a day, every day of the year for "Priority 1" support cases.
- Premium and Premium Lite Support: Designed for customers who would like personalized, priority technical support, Proofpoint’s Premium and Premium Lite Support programs let you maximize the value and effectiveness delivered by Proofpoint’s email security and data loss prevention solutions. An experienced, highly-skilled Technical Account Manager (TAM) is assigned to your account and acts as an extension of your in-house staff, helping you optimize all aspects of your Proofpoint deployment. Premium Support customers also receive priority handling of their support cases. See our Premium Support Programs page for a detailed explanation of the benefits of Premium Support.
Please refer to the table below to determine the best level of support for your organization. For more information, contact your Proofpoint account representative.
| Membership Benefits |
Gold |
Platinum |
Premium Lite |
Premium |
| Proofpoint Support Portal access |
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| Detailed documentation |
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| Submit cases via the web |
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| Unlimited cases per month |
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| Toll-free call center access (US, 12x5, 8 a.m.−8 p.m. ET). International hours may vary by location. |
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| Emergency 24x7 phone support |
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| Priority case handling |
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| Case escalation and incident management |
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| Quarterly summary reports |
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| Dedicated TAM |
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| Case tracking/escalation/oversight |
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| Project and configuration consultation |
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| Product roadmap briefings |
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| Live Online Training (instructor-led webinars) |
Additional Fee |
Additional Fee |
Free |
Free |
| Semi-annual performance analysis report |
Additional Fee |
Additional Fee |
Free |
Free |
| Quarterly account review meetings |
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| Monthly/weekly account review meetings |
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| Quarterly on-site operations reviews |
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| Executive sponsor |
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| Participate in the Proofpoint Advisory Board |
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