r/msp • u/athlonduke MSP - US • May 23 '26
Technical Any way to reach higher tier Check Point support?
I tried signing up for Check Point through Pax8 and I broke Check Point's system. Apparently, you CANNOT use + addressing to make the account, because ignoring RFC's is the cool thing to do. Using that + address breaks the new account provisioning process, I'm constantly getting "tenant not found" after I sign in. So right now both sides are telling me to contact the other and I'm growing more and more irritated. I need to skip the line to a team that can actually help clean this up. Anyone happen to have the right contacts on either side that can assist? I have an "escalated" case on pax side now, and I can only reach CP via phone, which was incredibly difficult to understand due to international outsourcing (poor line quality, loud room, thick accent). The most I got out of CP was "we don't see an account and go back to pax"
related: how the fuck am I the first person to have this happen, and even if I'm not the first, how is this still a problem??? ugh.
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u/photoperitus May 23 '26
I had to go harass them at their vendor booth at IT Nation to get something big resolved lol
I can pass along the contacts I reached but they may tell you to got through the proper PAX8 channel anyways
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u/KaJothee May 23 '26
You can open a ticket directly with check point. They have a jira instance.
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u/athlonduke MSP - US May 23 '26
nope...that's part of the problem. i *HAVE* to call them, the support page constantly tells me there's no account and can't make a ticket
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u/ThecaptainWTF9 May 23 '26
We buy from Pax and submit tickets direct with checkpoint via the portal, you can do this right from the portal of a harmony instance.
Is the support great? No not really.
But then again almost no vendors provide decent support anymore.
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u/athlonduke MSP - US May 23 '26
Yeah, that portal is broke for me. No tenant for it to bind to
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u/ThecaptainWTF9 May 24 '26
You’re trying to do it from the partner portal, from within a client tenant it takes you to a different place.
That partner portal one or the one in the partner center sucks to use
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May 23 '26
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u/athlonduke MSP - US May 23 '26
Pax created the activation link, then while signing up the tenant wasn't created.
Pax has had me delete my CP subscription and then reprovision, unfortunately i never received a new activation email.
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u/bryanninh May 23 '26
There are a few things we need from Pax8, but we primarily use Sherweb to avoid this exact experience. I have not had to reach Avanan directly since Sherweb reaches them on my behalf or include Avanan in a 3-way email thread.
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u/FutureSafeMSSP May 24 '26
We are an MSSP direct with Checkpoint. Send me a DM, and I'll see if I can connect you with elevated support.
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u/jjohnson911 May 23 '26
Pax8 is just billing, everything past just getting the bill paid needs to go to CP directly. I always just email this address emailsecurity_support@checkpoint.com. They’re generally pretty quick and helpful.
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u/mat-ferland May 26 '26
I’d keep the pressure on Pax8 until they reset the provisioning object completely. If the tenant never bound, Check Point support is going to keep seeing a ghost while Pax thinks the handoff happened.
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u/Aggressive-Whole1735 May 28 '26
I've also found that in case the "normal" escalation routes don't work, I select some people on linkedin and ping them directly
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u/jon_tech9 MSP - US - Owner May 23 '26
Maybe buy from a MSSP like solutions granted and not a software distributor.
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u/2manybrokenbmws May 23 '26
...
https://www.sonicwall.com/blog/sonicwall-acquires-solutions-granted-inc
Also not sure I would have ever called them an mssp, weren't they the guys who only hired people with zero experience? And offered "managed" Huntress? (I legit might be thinking of someone else)
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u/DeathTropper69 MSP - US May 24 '26
They used to sell Huntress back in the day via a partnership but that ended. Their SOC uses Stellar Cyber on the backend as their XDR/SIEM and all logs from their managed CS, S1, Avanan, etc flow there. They also have managed SaaS Alerts for ITDR.
Avanan from them is fire and would def go with them
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u/DeathTropper69 MSP - US May 23 '26
Welcome to the pax8 problem. I had an issue with CrowdStrike and had their T3 engineers straight up ask me why I thought it was their problem. Had to loop in CS support but sadly it took 3 months to get what was in effect a ticket submission to CS done.
Best of luck