Premium support

Global team helping you secure and defend your business

Advanced support assistance exactly when you need it the most

Palo Alto Networks Premium Support offering enhances your in-house resources with technical experts available to support your Palo Alto Networks security infrastructure. This support level also gives you access to Security Assurance to assist when security incidents occur and you need to augment your staff with security experts.

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

Security assurance

Leverage our security experts to dramatically improve your security response to aid in investigations and recovery. Our team will help orient initial investigations and facilitate the collection of logs and indicators of compromise (IOCs), while expediting hand-off to your preferred incident response (IR) vendor.

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Premium support availability

Gain the confidence of knowing you have access to senior engineers at any time of day when you need it the most for 24/7 support for issues of all severities.

Subscription services updates

To ensure your Palo Alto Networks deployment stays up to date, you can configure devices to automatically download App-ID™ technology, URL Filtering, DNS Security, Threat Prevention and WildFire® service updates.

Easy-to-use online customer support portal

Utilize our feature-rich support platform for access to product documentation, problem resolution databases, peer-to-peer interaction and support case management.


  • Improve system availability with continual software enhancements and outstanding responsiveness.
  • Increase uptime and expedited issue resolution with Palo Alto Networks specialists augmenting your internal technical resources.
  • Optimize security architecture to reduce and prevent security events. Improve operational efficiency.
  • Enhance your investment in your internal IT resources with access to technical support by phone and online.

At a glance: Premium support


2019 Star Award for Innovation in Customer Portals

Palo Alto Networks, Inc. has been recognized by J.D. Power for four consecutive years for providing “An Outstanding Customer Service Experience” for its Assisted Technical Support.