Targeted Response Times | Forcepoint Support

On-Premise Security Target Response Times

Case Severity Standard Support Premium Support Premium Priority MCS &
MCS Global
MCS Elite

Severity One (highest severity)

A product is not functioning and no viable workaround is available.

Customer environment compromised or at risk for significant data corruption.

Mission Critical application is down or the majority of users are not able to conduct business.

Up to 1 business hour Up to 45 minutes Up to 30 minutes Up to 30 minutes Up to 15 minutes

Severity Two

A product's functionality is severely impaired.

Mission Critical applications or the majority of users are impacted.

Up to 4 business hours Up to 4 hours Up to 3 hours Up to 2 hours Up to 1 hour

Severity Three

A product is functioning in a restricted fashion and a workaround exists.

Mission critical applications are functional with some end users affected.

Up to 8 business hours Up to 8 business hours Up to 6 business hours Up to 4 business hours Up to 2 business hours

Severity Four (lowest severity)

Request for product information or questions regarding how to use the product.

Minimal impact to customer business.

Up to 2 business days Up to 2 business days Up to 2 business days Up to 1 business day Up to 1 business day

Cloud Security Target Response Times

Case Severity Standard Support Premium Support Premium Priority MCS &
MCS Global
MCS Elite

Severity One (highest severity)

A product is not functioning and no viable workaround is available.

Customer environment compromised or at risk for significant data corruption.

Mission Critical application is down or the majority of users are not able to conduct business.

Up to 1 business hour Up to 45 minutes Up to 30 minutes Up to 30 minutes Up to 15 minutes

Severity Two

A product's functionality is severely impaired.

Mission Critical applications or the majority of users are impacted.

Up to 4 business hours Up to 4 hours Up to 3 hours Up to 2 hours Up to 1 hour

Severity Three

A product is functioning in a restricted fashion and a workaround exists.

Mission critical applications are functional with some end users affected.

Up to 8 business hours Up to 8 business hours Up to 6 business hours Up to 4 business hours Up to 2 business hours

Severity Four (lowest severity)

Request for product information or questions regarding how to use the product.

Minimal impact to customer business.

Up to 2 business days Up to 2 business days Up to 2 business days Up to 1 business day Up to 1 business day

Appliance Hardware Service Target Response Times

Hardware support for appliances is available to customers for software applications running on the appliances and a valid hardware support contract. See the Hardware Response Time table below for a list of available hardware warranty options.
Initial Response (after phone-based troubleshooting is completed)

Hardware Appliance Standard Support Premium Support Mission Critical Support

V10000 Appliance

Standard 3-Year, 4-Hour Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
Standard 3-Year, 4-Hour Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
Standard 3-Year, 4-Hour Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)

V5000 Appliance

Standard 3-Year, Next Business Day Onsite Parts Replacement
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
Standard 3-Year, Next Business Day Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
Standard 3-Year, Next Business Day Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)

X10G Appliance

Not Available Standard 3-Year, Next Business Day Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
Standard 3-Year, 4-Hour Onsite Parts Replacement1
Optional 5-Year, 4-Hour Onsite Parts Replacement1 (additional purchase required)
1 Subject to service availability within the service location. For additional information on service availability and locations see Appliance Hardware Support.