> Source: [sk150433](https://support.checkpoint.com/results/sk/sk150433)

# sk150433 - User Requirements for Creating Technical Service Requests According to Support Type

| Property | Value |
|----------|-------|
| Solution ID | sk150433 |
| Date Created | 2019-04-03 |
| Last Modified | 2025-01-26 |
| Technical Level | General |
| Products | User Center |
| Versions | Not Version-Specific |

## Solution

When a product is covered with a valid support contract, the type of support determines which user is entitled and should open technical Service Requests.

**Each one of the two support types has different processes for opening the SRs.**

If you are having trouble opening a technical SR, make sure your user is in compliance with the below requirements according to your support type.

DIRECT Enterprise-Based Support (EBS)\</?h\>
--------------------------------------------

With Direct support, the end client is entitled to direct support from Check Point without having to go through a CCSP partner.

**? User opening the SR must be:**

\> **Linked to the account** in which the product is located  
\> Assigned as "**Support Contact** " OR be an "**Administrator"**

* If you are not one of the above - Have the account administrator add you to the account as a Support Contact (can only be done by the account's admins).
* If you comply with all of the above requirements, but still have issues opening the SR using the below process - [Contact Account Services](https://www.checkpoint.com/support-services/contact-support/) for assistance.

**? Process (as long as your user complies to the above)**:

1. Login to your User Center user
2. Click "**SUPPORT**" in the top menu
3. Click "**Create a Service Request**"
4. Choose "**Technical**"
5. Under "**User Center Account**"
6. Under "**Asset**" - Select the product that requires support
7. The SR portal should allow you to proceed completing the request's details.

**Account Users and their Permissions**
---------------------------------------

<br />

<br />

View Only: This user will only have access to view the account. They will will not be able to make any updates or request under this user without administer approval.   

Support Contact: This user will only have access to view the account and open technical cases directly. The use will not have access to other cases created under this customer.   

Primary Contact: This user is the point of contact for the customer.   

Administer: This user will have access to not view the customer's account but also make updates. This user is also able to open technical cases directly as well as view other cases opened under this customer.

COLLABORATIVE Enterprise Support (CES)
--------------------------------------

With Collaborative support, local Check Point Certified Collaborative Support Providers (CCSP Partners) provide you with first-line support.

**If you are an end client** - You need to reach out to your local CCSP partner who will open the technical SR for you and will work with Check Point technical support to troubleshoot your issue.

To locate a CCSP partner near you: go to the [Partner Locator](https://partnerlocator.checkpoint.com/#/) \> select your country \> Advanced Filters \> Specialization \> select 'Certified Collaborative Support Provider' \> Search Partner.

If you wish to open technical tickets by yourself, please contact your Check Point sales channel to upgrade your support type from "Collaborative" to "Direct".

**If you are a partner providing support to your client**- Make sure you comply with the below requirements and follow the correct process of opening technical SRs for collaborative support clients.

**? User opening the SR must be:**

**\> Linked to a Partner account**   
**\>** The Partner account has a "**CCSP** " specialization (Certified Check Point Service Provider).  
**\>** The user must have a **valid CCSE (or above) or CCTE certification** .  
\> The user must have a valid (company) email that is connected to the Partner Map and certifications. **Please note that this DOES NOT include alias accounts.**

* If you have a valid CCSE/CCTE certification, but you are not linked to your Partner account - contact your Partner account administrators, or your Partner Alliance team to add you to the relevant CCSP Partner account.
* If you are linked to the Partner account, but do not have a valid CCSE/CCTE certification - have one of your certified CCSE/CCTE colleagues open the SR for you, until you acquire the needed certification.
* If your partner company is not CCSP specialized - contact your [Partner Alliance team](mailto:cppa@checkpoint.com) for further assistance withbecoming a CCSP.
* If you comply with all of the above requirements, and followed the exact below process, but still have issues opening the SR - [Contact Account Services](https://www.checkpoint.com/support-services/contact-support/) for assistance.

**? Process (as long as your user complies to the above):**

1. Login to your User Center user
2. Click "**SUPPORT**"
3. Click "**Create a Service Request**"
4. Click "**Technical**"
5. Under "User Center Account"- type and choose "**OTHER**" from the drop-down (***NOT*** the client's account). (if you don't have a drop-down option, proceed to step 6)
6. Under "User Center Account Search" - Input client's UC number
7. Under "Asset Search" - Input Asset number (MAC or Certificate Key number, not serials) that needs support (make sure you don't have any unnecessary spaces before or after)
8. **After completing BOTH 6 and 7**, click the magnifying glass icon
9. If the details you entered are correct (the UC is where the asset is located in and the product is under valid collaborative support contract) - the system should allow you to proceed with filling up the requests' details.

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content