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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:
Support Program Summary
|
Support Entitlement |
Standard Support |
|||
|
Online Support |
Yes - 24x365x7 |
Yes - 24x365x7 |
Yes - 24x365x7 |
Yes - 24x365x7 |
|
Telephone Support |
Yes – 24x7x365 |
Yes – 24x7x365 |
Yes – 24x7x365 |
No |
|
Designated Technical Support Engineer |
Yes, Plus and Elite |
No |
No |
No |
|
Services Account Manager |
Yes |
No |
No |
No |
|
Advance Replacement - 4 Hour Parts Delivery |
Yes, Optional Add-on** |
Yes, Optional Add-on** |
Yes, Optional Add-on** |
No |
|
Advance Replacement - Next Business Day Delivery *** |
Yes |
Yes |
Yes |
No |
|
Return and Repair Hardware Replacement |
No |
No |
No |
Yes |
|
Initial Response Times |
|
|
|
|
|
Severity 1 - Critical |
< 1 Hour |
<15 Minutes |
< 1 Hour |
<2 Hours |
|
Severity 2 - High |
2 Hours |
30 Minutes |
2 Hours |
<4 Hours |
|
Severity 3 - Medium |
4 Hours |
2 Hours |
4 Hours |
<12 Hours |
|
Severity 4 - Low |
8 Business Hours |
4 Hours |
8 Business Hours++ |
<48 Hours |
|
Security Assurance |
No |
Yes |
Yes |
No |
|
Planned Event Assistance |
No |
Yes |
No |
No |
|
On-site Troubleshooting Assistance |
No |
Yes |
No |
No |
|
Failure Analysis (HW) |
Yes, Plus and Elite |
Yes |
No |
No |
++ "Business Hours” mean Mondays through Fridays, 9:00 am - 5:00 pm local time, excluding local holidays.
* Requires purchase of Premium Support on all covered devices.
** This support option is available only for Hardware located within a specified range of a Palo Alto Networks service location. It includes all the benefits of Premium Support or Focused Services (as applicable) plus commercially reasonable best efforts by Palo Alto Networks to deliver replacement Hardware to you within four hours from the issuance of an RMA.
*** Next Business Day Delivery Service is subject to certain limitations. Please see RMA Process Policy (https://www.paloaltonetworks.com/content/dam/paloaltonetworks-com/en_US/assets/pdf/datasheets/support/rma-process-policy.pdf) for details.
|
Severity Definitions |
|
| Severity 1 – Critical: Product is down and critically affects customer production environment. No workaround yet available. | |
| Severity 2 – High: Product is impaired and customer production is up but impacted. No workaround yet available. | |
| Severity 3 – Medium: A product function has failed and customer production is not affected. Support is aware of the issue and there is a workaround available. | |
| Severity 4 – Low: Product function is not impaired and no impact to customer business. | |