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, and Japan, Proofpoint offers multiple 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 Support Programs: If you require personalized, priority technical support, you need one of Proofpoint's Premium Support Programs. 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.

Membership Benefits Bronze
Platinum
Premium Programs
Proofpoint Support Portal access
Detailed documentation
Submit cases via the web
Unlimited cases per month
Toll-free call center access
(US, 15x5, 7 a.m.−10 p.m. ET). International hours vary by location.
 
Emergency 24x7 phone support  
Named Technical Account Manager (TAM)    
Priority CTS Case Handling    
Case tracking and oversight    
Escalation and incident management    
Project and configuration consultation    
Environment Validation and Upgrade Planning    
Annual Health Check & Performance Analysis Report    
Complimentary Web Based Training    
Complimentary Instructor Led Training In Sunnyvale, CA    
Product Roadmap Briefings    
Monthly/weekly support review meetings    
On-site Operations/Account Account Reviews    
Premium Reports including Mail Metrics, System Load, and Industry Comparisons    
Executive Sponsor    
Priority Invitation to Customer Events    
Incldued Professional Services    
Discount on Professional Services    

 

For more information about any of our support programs, contact us.

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Watch Video Now VP of client services Mark Fishwick discusses Proofpoint's commitment to customer satisfaction.
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Watch Video Now VP of client services Mark Fishwick discusses the skillset of Proofpoint's technical support team.
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