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Technical Support Offerings

Leverage our expertise to build your ideal security defense.

Take action

Every Proofpoint product comes with support. Period. But do want to be more proactive about security? Do you want a technical account manager (TAM) as your advocate for support issues? And to keep you up to date on new products, best practices and the threat landscape?  

Offerings At A Glance

Features

Self Service 

Platinum

Premium

Global Add On

Support available via Portal 

X

X

X

X

Phone Access

       

For P1 during business hours

X

X

X

X

For all cases during busines hours

 

X

X

X

For P1 cases 24x7 

 

X

X

X

For all cases 24x7

     

X

Named Technical Account Manager

   

X

 

Case tracking and oversight

   

X

 

Project and configuration configuration

   

X

 
Number of default named contacts

2

6

8

12

SLA

       

P1 Response

48 hours

1 hour

1 hour

1 hour

P1 Response

48 hours

4 hours

4 hours

4 hours

P1 Response

48 hours

8 hours

8 hours

8 hours

P1 Response

48 hours

16 hours

16 hours

16 hours

RFE

10 days 10 days 10 days 10 days