Support Services Title

SERVICES

Support Services

Which Program is 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.


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!


Premium Support Programs Components

Premium Support Programs Components

Compare LevelsDetermine the Best Level of Support

Assigned Technical Account Manager (TAM)

Proofpoint's technical account managers have many years of experience in email, security, and other technical fields, allowing them to provide the highest possible level of support. You can expect your TAM to:

  • Understand your unique business needs, network configuration, and messaging environment.
  • Serve as the primary contact for escalation of technical issues, directing crisis management and incident response as needed.
  • Manage and monitor all support interactions, serving as your internal advocate and proactively escalating on your behalf when necessary.
  • Assist with ongoing planning for new business needs, provide capacity growth and feature planning project management, and assist with long term projects such as upgrades and migrations.
  • Provide information and education on industry trends and on Proofpoint recommended best practices as they pertain to your business model.
  • Coordinate and supervise Education or Professional Services activities.


Priority Technical Support

Premium Support customers have access to a special toll-free telephone which is automatically routed to senior support engineers for priority case resolution.

"Fast-track" case handling places every online and telephone technical support inquiry at the front of the queue for quicker response and resolution.


Case Tracking, Escalation and Oversight

Your TAM will closely monitor all support interactions, proactively escalating on your behalf when needed.

Your TAM will help Proofpoint Support and the customer in prioritizing, providing background and taking ownership of special cases.

Your TAM will regularly provide an accounting of all outstanding support and product issues, and discuss them with your technical team either in a standing meeting or via email.


Project and Configuration Consulting

Your TAM will help you with any projects that involve your Proofpoint systems and will be available for design, development and project planning meetings.


Enhanced Communications

Proactive notifications of major events and issues affecting Proofpoint specifically and the wider marketplace.

For Proofpoint on Demand customers, your TAM will work with you to develop policies and procedures which outline when and how you wish to receive notification of and provide input on standard and emergency maintenance.

Through regular meetings, executive touch points and regular surveys, Proofpoint engages with Premium customers to solicit and respond to feedback on the Premium program, Proofpoint products and support, and the assigned TAM, ensuring the highest possible level of satisfaction.


Additional Benefits

Additional Benefits

Regular Account Review Meetings

The Technical Account Manager assigned to Premium customers will organize and lead a number of regular account review meetings at a frequency and scope tailored to your business requirements. While each customer's account review needs are different, and your TAM will work with you to determine what is most appropriate, a typical schedule includes:

Quarterly account/operations reviews: Provides the customer an overview of the services and activities provided by Proofpoint during the previous period – these meetings can be conducted on-site at your facility. Premium Executive customers are entitled to such reviews quarterly and Premium Select customers on an annual basis. Main points covered are:

  • Important cases, bugs and RFE's: Status and planned resolution
  • Next quarter goals and success criteria
  • Long term projects
  • Upcoming product changes
  • Proofpoint Premium Reports

Monthly reviews: Aggregates info from weekly meetings and serves as a reporting and prioritizing opportunity to middle management, both for the customer and Proofpoint. In addition to the regular support topics, the TAM will also discuss Proofpoint's monthly threat report, detailing specific threats and trends across the wider marketplace. Based on the tasks at hand, the TAM will invite appropriate managers.

Weekly reviews: Review and report ongoing tactical activities and assignments. The audience for this meeting is typically the IT/messaging engineers who work with the system on a daily basis. Additionally, your TAM can be available for your standard meetings as requested.

 
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Premium Reports

Proofpoint's industry leading Premium Reports detail dozens of important metrics specific to your Proofpoint installation, such as mail volumes, long term trending, and market comparisons – all in a format easily digestible by technical stakeholders and upper management alike.

Your TAM will work with you to determine specific areas of focus for these reports and can even customize the display of metrics to meet your business needs. These reports are typically presented on a quarterly basis during account review meetings for Premium Executive customers and via e-mail/WebEx for Premium Select customers.

 
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Professional Services

Premium customers can expect close collaboration between their assigned TAM and Proofpoint Professional Services on major projects including implementations, deployments, upgrades, and customizations.

Premium Executive and Executive Plus customers additionally enjoy included days of Professional Services work to be used for customizations and other small projects as well as discounts on purchased Professional Services for larger projects.

 
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Proofpoint Sendmail Technical Support

Proofpoint Sendmail Technical Support

The Proofpoint Sendmail support team consistently delivers our global customer base the technical expertise and proactive support needed to ensure secure and optimal performance of their messaging networks. Our team has consistently rated as "exceeding expectations" in Proofpoint Sendmail Customer Support surveys.