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Entitlement: Support is available to you for registered devices with active support licenses.
Registration: Register your device and create an account online at: https://support.paloaltonetworks.com. Enter the serial number of your Palo Alto Networks firewall and customer account number from your Order Summary. Entitlement will be verified and your Support Portal access will be available for online services. Once your account is created, you can either add additional users from your company or have your users self-register. You will be able to manage your firewalls by:
Additionally, you have the option to be a member of many accounts if you manage devices for other companies.
Getting Support: Once registered, the following options are available:
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Table 1. Support Offerings |
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|---|---|---|---|
| Contact Method | Platinum | Premium | Standard |
| Online Support | Yes | Yes | Yes |
| Telephone Support | Yes 24/7/365 |
Yes 24/7/365 |
No |
| Initial Response Time | Platinum | Premium | Standard |
| Severity 1: Critical Product is down, critically affecting the customer production environment. No workaround is available yet. |
≤ 15 minutes | ≤ 1 hour | ≤ 2 business hours |
| Severity 2: High Product is impaired. The customer’s production environment is up, but impacted. No workaround is available yet. |
≤ 30 minutes | ≤ 2 hours | ≤ 4 business hours |
| Severity 3: Medium A product function has failed, but the customer’s production environment is not affected. Support is aware of the issue, and a workaround is available. |
≤ 2 hours | ≤ 4 hours | ≤ 12 business hours |
| Severity 4: Low Noncritical issue that does not impact the customer’s business. Check the feature, information, documentation, how-to, and customer enhancement requests. |
≤ 4 hours | ≤ 8 hours | ≤ 48 business hours |
| Self-Help Guidance | Platinum | Premium | Standard |
|
Yes | Yes | Yes |
| Additional Services | Platinum | Premium | Standard |
| USG Premium Success (US government) | N/A | Yes, if eligible | N/A |
| Security Assurance | Yes, if eligible | Yes, if eligible | N/A |
| Expert Assistance | Yes, if eligible | N/A | N/A |
| Hardware RMA | 4-Hour Premium or 4-Hour Platinum | Premium or Platinum | Standard |
| Advance Replacement Service 4-Hour Replacement (only for hardware in a specified range of Palo Alto Networks service locations) |
Yes, if eligible | No | No |
| Advance Replacement Service Next Business Day Service (subject to certain limitations; see RMA Process Policy for details) |
N/A | Yes | No |
| Return and Repair | N/A | N/A | Yes |
|
Table 2. Service Offerings |
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|---|---|---|---|
| Customer Success | Platinum | Premium | Standard |
| Standard Customer Success Deliverables may vary based on the product. |
N/A | N/A | Yes |
| Scale and Optimize Team Assistance Deliverables may vary based on the product and plan.
|
Advanced Scale and Optimize | Scale and Optimize | No |
| Additional Services | Platinum | Premium | Standard |
| USG Premium Success (US Government) | N/A | Yes, if eligible | No |
| Advanced Scale and Optimize Add-on | N/A | Optional, if eligible | No |
| Account Health Manager | Optional, if eligible | No | No |
Existing Focused Services customers still have access to this offering and can learn more here.
++ "Business Hours" mean Mondays through Fridays, 9:00 am - 5:00 pm local time, excluding local holidays.