Proofpoint Support Services
Proofpoint delivers true, follow-the-sun, 24x7x365 customer support from multiple support centers around the world. Major support locations include New York, California, London, Japan and Kuala Lumpur. Proofpoint offers a wide range of support offerings packaged into Bronze, Platinum and Premium levels, each with varying levels of access and SLA commitments. Our Premium level of support provides our largest and most important customers with named Technical Account Managers dedicated to the success of their Proofpoint solution. Support quality and responsiveness is outstanding with average telephone hold times in the most recent quarter of less than 20 seconds, customer satisfaction at 95%, with 85% of cases being resolved by our frontline support team.
Pick the Program that Fits
Staffed by experts in the US, Canada, Europe, Japan and Mexico, Proofpoint offers three support programs designed to meet your unique needs, requirements and budget. Choose the one that's right for you.
Bronze Support: Because we stand by our solutions, every Proofpoint customer receives Bronze Support. This program provides phone access to Technical Support Engineers during business hours for high priority issues as well as 24x7 access to the Proofpoint Enterprise Support Portal. (Archiving customers and those that choose Proofpoint's cloud deployment, automatically receive Platinum Support, as below).
Platinum Support: You can up your level of emergency backing with Platinum Support. This program also provides 24x7 access to the Proofpoint Enterprise Support Portal, but boosts phone access to Technical Support Engineers from business hours to 24x7 availability for high priority issues.
Premium and Premium Lite Support: If you require personalized, priority technical support, you need Proofpoint Premium or Premium Lite Support. These programs not only provide priority-support responses, you are also assigned a Technical Account Manager (TAM). Your TAM acts as an extension of your in-house staff to help optimize all aspects of your Proofpoint deployment.Learn more about our Premium Support Programs.
Global Support Add On: Customers who have purchased Platinum or Premium Support can add the Global Time Zone. This program provides Proofpoint Enterprise Support Portal and phone access to Technical Support Engineers for issues of any priority, 24x7, 365 days per year!
Determine the best-fit level of support for your organization.
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For more information about any of our support programs, contact us.
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