Enhancing Your Support Experience

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  • Updated on Feb 8, 2026
  • Published on Jan 10, 2026
  • 2 minute(s) read
  • Perimeter Support
  • SS
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Enhancing Your Support Experience - Migration to UserCenter Portal

We are excited to announce an important upgrade to our support services! After careful implementation, we are transitioning to Check Point Support Center as our new support platform. New Service Request are already available at https://support.checkpoint.com.

As a Check Point company, we are fully committed to providing the best support and seamless experience for our customers.

The goal of this change is to enhance our support offerings and align with other Check Point products for a seamless experience accessible within a single portal.

What Does This Mean for You?

  1. Unified Support Portal - Access all Check Point products from one centralized location.
  2. Enhanced Support - By using Check Point ticketing Service Cloud, our engineers will have enhanced tools to resolve your queries and offer proactive solutions.
  3. Admin Visibility - UserCenter Administrators have broader visibility into support requests across their organization, improving oversight and continuity.
    1. UserCenter and Platform admins are not directly linked. To ensure admin privileges, contact our support channels

What Is Required from You?

To ensure uninterrupted support and a smooth transition, please take a moment to review the steps below:

  • Register for a UserCenter Account: All users are required to register for a new UserCenter account to continue receiving support. Your user will be automatically linked to the appropriate Harmony SASE workspace.
  •  Click here to register
  • ⚠️ IMPORTANT – ACTION REQUIRED: After March 21st, support tickets Will no longer be submitted via email or portal help.sase.checkpoint.com. Please ensure you are registered in UserCenter before this date to avoid disruption.
  • Submit Support Requests via UserCenter: Once registered, log in to the UserCenter Portal to submit and track your support tickets.

 

Watch Our How-To tutorials:

How to Register for a UserCenter Account:

How to create service request as Admin:
Cloud ID will be your Harmony SASE workspace name. 


For Partners and MSPs: Partners and MSPs can open support cases using a dedicated user role, which allows submitting cases in free text on behalf of any of their customers.

How to create service request as User:


Uploading Logs and attachments:
Download Aspera Connect: https://support.checkpoint.com/results/sk/sk178326


What Will Change?

  1. Starting from March 21st, all new support requests must be submitted via UserCenter. Tickets can no longer be created via email after this date.
  2. Existing Tickets: Ongoing support cases in our old platform will remain active until resolved.
  3. Agent: Log collections will now collect and saved locally instead of automatic upload to the ticket. Logs will no longer be automatically sent to Support to open a ticket. This change will be implement to all customers across February, 2026

 

How to Access Support?

  1. UserCenter Portal : Submit and track your tickets easily.
  2. Live Chats in Harmony SASE Portal: Instant real-time support when needed.

 

We’re Here to Help!

We want to ensure a smooth transition for you. If you experience an issue where UserCenter is not properly associated with your account after registration, please open a non-technical case via UserCenter or contact us at sase-support@checkpoint.com (available until this channel is fully decommissioned).

Guideline for New UserCenter Customers: If you are new to UserCenter or unsure about roles or permissions, please contact your Account Manager (AM) or Customer Success Manager (CS) for guidance.