Support Programs
Proofpoint provides support services to help make your Proofpoint implementation successful. Enterprise email systems are critical business applications, so Proofpoint support is available 24 hours a day, 365 days a year to respond to your needs.
Flexible Support Offerings
Proofpoint has three support programs, staffed by experts in both the US and Europe, that are designed to best match our customers' support level requirements.
- Gold Support: Every Proofpoint customer receives the benefits of Gold level support, including 24x7 access to Proofpoint's Enterprise Support Portal and Technical Support Engineers available via phone during business hours for emergency cases.
- Platinum Support: Customers who select our Platinum support program receive access to the Proofpoint's Enterprise Support Portal and phone support 24 hours a day, every day of the year.
- Premium Support: Designed for customers who would like personalized, priority technical support, Proofpoint’s Premium Support program lets you maximize the value and effectiveness delivered by Proofpoint’s email security and data loss prevention solutions. An experienced, highly-skilled Technical Account Manager (TAM) is assigned to your account and acts as an extension of your in-house staff, helping you optimize all aspects of your Proofpoint deployment. Premium Support customers also receive priority handling of their support cases. Click here for a detailed explanation of the benefits of Premium support.
Proofpoint - Premium Support Program
Designed for customers who would like personalized, priority technical support, Proofpoint’s Premium Support program lets you maximize the value and effectiveness delivered by Proofpoint’s email security and data loss prevention solutions. An experienced, highly-skilled Technical Account Manager (TAM) is assigned to your account and acts as an extension of your in-house staff, helping you optimize all aspects of your Proofpoint deployment. Premium Support customers also receive priority handling of their support cases.
Components of the Premium Support Program include:
Dedicated Technical Account Manager (TAM)
As your designated contact for ongoing support and account management activities, you can expect your TAM to:
- Understand your unique business goals, network, and messaging environment.
- Assist with ongoing planning for new business needs, capacity and new feature use.
- Coordinate and supervise Education or Professional Services activities.
- Serve as the primary contact for escalation of technical issues to expedite all service requests, and manage and monitor open support or product issues until they are resolved.
- Provide information and education on industry trends and Proofpoint development activities.
- Provide early access to major product releases.
Case Tracking, Escalation and Oversight
- The TAM will closely monitor all cases opened, in process and closed by the account. The TAM will help Proofpoint Support and the customer in prioritizing, providing background and taking ownership of special cases.
Free Access to Live Online Training
- Premium Support customers are entitled to free participation in Proofpoint's Live Online Training sessions, which are delivered as interactive webcasts on a regular basis. Customers can enroll as many administrators as needed.
Project and Configuration Consulting
- The TAM will help the customer with any projects that might involve Proofpoint systems. The TAM will be available for design, development and project planning meetings.
Regular Account Review Meetings
- The TAM will organize and lead monthly and quarterly account review meetings. Additionally, the TAM will be available for the customer’s standard meetings (weekly) as requested.
- Weekly: 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.
- Monthly: An aggregation of the weekly meetings and serves as a reporting and prioritizing opportunity to middle management, both for the customer and Proofpoint. Based on the tasks at hand, the TAM will invite appropriate managers.
- Quarterly on-site operations review: Provides the customer an overview of the services and activities provided by Proofpoint. Main points covered are:
- System Performance
- Important Cases, Bugs & RFE’s – Status and Plan
- Reports & Verticals – comparisons to other premium customers and industry indexes
- Next quarter goals and success criteria
Priority Technical Support
- Premium customers get access to a special toll-free telephone number and a dedicated support queue to automatically escalate all issues to senior support engineers for priority case resolution (Level 2).
Priority Case Treatment
- “Fast-track” case handling places every online and telephone technical support inquiry at the front of the queue for quicker response and resolution.
Executive Sponsor
- Proofpoint will assign an Executive Sponsor to the account. The Executive Sponsor will meet with the account’s managers annually, typically at the Advisory Board meeting.
Enhanced Communications
- Proactive notifications of major events and issues affecting mail flow. Access to Proofpoint’s Support News & Events site, containing a wealth of information provided only to our enhanced support clients.
Product Roadmap Briefings
- Based on release schedules, the TAM will coordinate and lead a meeting with Proofpoint’s product management to present and discuss Proofpoint’s product roadmap.
Semi-annual Health Check and Performance Analysis Report
- A written health check and performance analysis report will be provided for the customer on a semi-annual basis. The TAM will review results and suggested action items.
Industry Statistics Analysis
- Monthly written comparisons to industry peers. Main data reported:
- Spam – trends and results
- Virus – trends and results
- Configuration – usage and best practices
Participation in the Proofpoint Advisory Board
- Proofpoint will invite Premium customers to attend the annual advisory board meeting to help review Proofpoint’s achievements, market and roadmap.
Discount on Additional Professional Services
- While subscribed to Premium Support, all Professional Services engagements will be discounted by 10% off list.