Palo Alto Networks – Maintaining the Trust When Minutes Matter

Palo Alto Networks Recognized by J.D. Power and TSIA for Exceptional Support Service

Palo Alto Networks Awards & Certifications

Superior Investment Protection

We believe quality customer service is the key to a successful business. With us, you’ll receive expedited response times and resolutions to ensure your security infrastructure always performs at peak levels, and your business operates without interruption, optimizing your return on investment.

Maximum Uptime

Sustaining your security infrastructure is a business-critical task – we get that. From planning to implementation to maintenance, we consider it our fundamental task to ensure maximum reliability and availability throughout your system’s entire life cycle, providing maximum uptime.



Always On – Mission-Critical Support

We are proud to have achieved North America Rated Outstanding Assisted certification from the TSIA, the leading association for technology services. What this means to you is that our global technical assistance centers deliver mission-critical support 24/7, giving you the confidence you need to keep your business running.

Maintaining network security is a mission-critical job. We take our responsibility for your success seriously and are here to provide your team with the coverage you need. Our support organization gives you access to the technical resources to keep your business protected at all times.

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

Read the Support Services Overview Datasheet
Read the Expedited 4-Hour Global RMA Datasheet
Read the Hardware Replacement Services Datasheet
Download the Services Spotlight

Premium Plus

As our top-tier support offering, Premium Plus Support is essential to ensure your business continues to operate smoothly at peak performance, and your business functions are kept secure and available, to maximize employee productivity.

Premium Plus support delivers proactive and personalized support services that improve productivity, reduce costs, and minimize risks. Additionally, Premium Plus Support provides you with access to expertise from both a designated Technical Support Engineer and a Technical Account Manager.

Read the Premium Plus datasheet

Technical Account Manager

For our customers who require a more proactive level of support, our Technical Account Manager (TAM) program provides a dedicated customer advocate to manage and prioritize all of your cases, questions, recommendations, and regularly scheduled account calls.

Your TAM will be familiar with your specific implementation and act as a bi-directional communications conduit between us and you to help improve your case resolution times and provide faster access to our top engineers.

Read the Technical Account Manager datasheet

Authorized Support Centers

ASC Partners are trusted advisors of ours who have demonstrated their clear commitment to continuous improvement. When problems arise, our Authorized Support Center (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, you can be assured that a trained expert will be equipped to provide you with a timely response and resolution to your issue while ensuring you receive the highest quality of service possible.

Read the Authorized Support Center datasheet


Palo Alto Networks Support Services Datasheet

Overview of service and support options available to you.
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Expedition Transformation & Best Practices Adoption Tool

The Expedition Transformation and Best Practices Adoption Tool helps to improve your security posture by comparing the device and policy configurations against the Palo Alto Networks Best Practices Adoption Tools and automatically identify and provide remediation recommendations.
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Palo Alto Networks Premium Plus Support

Premium Plus Support ensures your business continues to operate at peak performance and your business functions are kept secure and available.
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Palo Alto Networks Authorized Support Center Program

Palo Alto Networks and our Authorized Support Center (ASC) partners are there to quickly and proficiently resolve any technical support issues or challenges that may arise.
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Technical Account Management

The Palo Alto Networks Technical Account Management (TAM) program provides customers who require a more proactive level of support with a dedicated customer advocate.
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Palo Alto Networks Service Level Objectives

Palo Alto Networks Service Level Objectives ensure our commitment to using commercially reasonable efforts to make GlobalProtect Cloud service and Logging Service available as indicated.
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