Support services

Global resources to protect and optimize your business

Timely, expert assistance to keep you up and running safely

When minutes matter, count on fast, expert support from Palo Alto Networks®. Our global support organization and resources help you maximize uptime, mitigate risks and streamline operations.

 

Your protection is our priority

Our award-winning support organization gives you timely access to technical experts and online resources to ensure your business is protected.

We take our responsibility for your success seriously and continuously strive to deliver an exceptional customer experience. Our entire support organization and Authorized Support Centers are there to ensure maximum uptime and streamlined operations.

Platinum support

Platinum Support offering is a top tier support solution giving you the experts you need exactly when you need it to keep your business safe and secure. Platinum Support provides the fastest response times with a dedicated team of senior engineers to resolve any support issues.

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Premium support

Premium Support is ideal for organizations that want an integrated approach to protecting your critical assets while optimizing operational efficiency. Premium Support will address your support needs with 24/7, year-round assistance as well as keeps up to date with the latest product and feature upgrades.

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Standard support

Standard Support provides baseline services for maintaining your Palo Alto Networks deployment to ensure your security infrastructure is protecting your business. Business hour access to tech support and online resources enable your security infrastructure to run smoothly.

Support resources

Get access to all the customer and technical resources to enable you to proactively manage your Palo Alto Networks infrastructure.

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Comprehensive, flexible support options

We deliver world-class support through a range of options, including 24/7 availability, a global network of support centers and options for hardware replacement. Our support engineers deliver prompt, dependable assistance whenever and wherever needed.
 

 

 

Focused services

For our customers who would like a personalized level of support, our Focused Services provide a dedicated customer advocate and technical expertise to manage and prioritize case handling, root cause analysis of critical issues, proactive alerts and upgrade planning, recommendations and other tailored services.

 

Authorized support centers

Authorized Support Center partners are trusted advisers of ours who have demonstrated a commitment to continuous improvement. When problems arise, our ASC partners are there to quickly and proficiently resolve every technical support issue and challenge that comes their way.

If you choose to work with one of our ASC partners, a trained expert will be equipped to provide you with a timely response and resolution to your issue while ensuring you receive the highest possible quality of service.

 

Industry recognition for support quality

In the face of an ever-expanding, quickly evolving threat landscape, Palo Alto Networks innovative support programs have helped customers prevent successful cyberattacks as well as cut costs and complexity of operations. We’ve also been recognized by J.D. Power, TSIA and others for exceptional Support service.

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