Support Programs
Proofpoint provides world-class support services to make you and your business successful. Enterprise messaging systems are mission-critical business applications and Proofpoint support is available 24 hours a day, 365 days a year to ensure your business' success.
Flexible Support Offerings
Proofpoint has several support programs, staffed by experts in both the US and Europe, that are designed to best match our customers' support level requirements.
- Enterprise Gold Support. Each and every Proofpoint customer receives the benefits of Gold level support, include 24x7 access to Proofpoint's Enterprise Support Portal and named customer service representatives available via phone.
- Enterprise Platinum Support. Customers may elect our Platinum support program which adds more named customer support resources and phone support 24 hours a day, every day of the year.
Please refer to the table below to determine the best level of support for your organization. For more information, contact your local sales representative.
| Membership Benefits |
Enterprise Gold |
Enterprise Platinum |
| Delivery Entitlement |
 |
|
| Unlimited Support Incidents |
 |
|
| Continuous Spam Updates |
|
|
| 7x24x365 Virus Updates |
|
|
| Named Customer Support Contacts |
2 |
4 |
| Support Portal |
|
|
| Updates & Product Upgrades |
|
|
| Call Tracking System |
|
|
| Product Documentation |
|
|
| Case Status & History |
|
|
| Product News |
|
|
| Customer Interactions |
|
|
| 7x24x365 Support Portal Availability |
|
|
| 8x5 Phone Support |
|
|
| 7x24x365 Phone Support |
|
|
| Escalation Management for all Issues |
|
|
| Ongoing Updates for All Support Cases |
|
|
| Account Coordination |
|
|
| Regular Status with Local Sales Team |
|
|
|
