Targeted Response Times | Forcepoint Support

On-Premise Security Target Response Times

Severity Level Initial Response
Standard Premium Mission Critical
Standard SupportStrong Premium Support Premium Priority Support Mission Critical Support Mission Critical Support Global Mission Critical Support Elite, DSE & RTAM

Severity One (highest severity)

Business is severely impacted.

  • A Forcepoint 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 30 minutes Up to 15 minutes

Severity Two

Business is disrupted but functioning.

  • A Forcepoint product’s functionality is severely impacted.
  • 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 2 hours Up to 1 hour

Severity Three

Business is not affected but symptoms exist

  • A Forcepoint 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 4 business hours Up to 2 business hours

Severity Four (lowest severity)

A request for information.

  • Request for product information or questions regarding how to use the product.
  • Minimal impact to customer business.
  • A request for product modification
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 Up to 1 business day

Cloud Security Target Response Times

Severity Level Initial Response Resolution Target
Standard Premium Mission Critical
Standard SupportStrong Premium Support Premium Priority Support Mission Critical Support Mission Critical Support Global Mission Critical Support Elite, DSE & RTAM

Severity One (highest severity)

Service unavailable or, if applicable, virus infection occuring.

Up to 1 business hour Up to 45 minutes Up to 30 minutes Up to 30 minutes Up to 30 minutes Up to 15 minutes As soon as possible but no later than within one business day of the call.

Severity Two

Partial loss of service but, as applicable, Web Content and/or email are still being processed.

Up to 4 business hours Up to 4 hours Up to 3 hours Up to 2 hours Up to 2 hours Up to 1 hour As soon as practicable but within two business days or as otherwise agreed between Forcepoint and the customer.

Severity Three

Service is available, but technical questions or configuration issues.

Up to 8 business hours Up to 8 business hours Up to 6 business hours Up to 4 business hours Up to 4 business hours Up to 2 business hours As soon as practicable or as otherwise agreed between Forcepoint and the customer.

Severity Four (lowest severity)

Information issues, reporting questions, and password resets.

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 Up to 1 business day At the time of response or as soon as practicable thereafter or as otherwise agreed between Forcepoint and the customer.

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 Response (after phone-based troubleshooting is completed)
Standard Support Premium & Premium Priority Support Mission Critical Support (including Global, Elite, DSE & RTAM)

V10000

M5000

M7500

M10000

Not available. Standard 3-Year, 4-Hour On-Site Parts Replacement1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)
Standard 3-Year, 4-Hour On-Site Parts Replacement1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)

V5000

Standard 3-Year, Next Business Day On-Site Parts Replacement1,2
Optional 5-Year, 4-Hour On-Site Parts Replacement1,2(additional purchase required)
Standard 3-Year, Next Business Day On-Site Parts Replacement1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)
Standard 3-Year, Next Business Day On-Site Parts Replacement1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)

X10G

Not available. Standard 3-Year, Next Business Day On-Site Parts Replacement1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)
Standard 3-Year, 4-Hour On-Site Parts Replacemen1
Optional 5-Year, 4-Hour On-Site Parts Replacement1 (additional purchase required)