Customer support plan

Register your device and create a support portal account

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:

  • Activating license subscriptions
  • Monitoring expiration dates
  • Controlling device visibility to other users

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:

  • Online Support Resources - Solve your questions online using our knowledgebase and user discussion forums.
  • License Keys and Upgrades - Activate license keys and download the latest software updates, App-IDs, threat, and anti-virus protection.
  • Online Case Management - Create, update, and manage all your cases directly online. Authorized Support Centers providing "Premium Partner Support," may submit online cases on behalf of their customers

End of life policy

Learn more

Product warranty

Learn more

Support policies

Learn more

Support Program Summary

Support Entitlement

Focused Services*

Platinum Support

Premium Support

Standard Support+

Business Hours Availability

Mon – Fri, 7am–6pm PT

After Hours Availability

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

< 1 Business Hour

Severity 2 - High

2 Hours

30 Minutes

2 Hours

2 Business Hours

Severity 3 - Medium

4 Hours

2 Hours

4 Hours

4 Business Hours

Severity 4 - Low

8 Business Hours

4 Business Hours

8 Business Hours

8 Business 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)

No

Yes

No

No

+ Standard Support is not available outside of the US.

* 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.

Target  Follow-up Times

Severity 1 – Critical: Every 4 hours until resolved or a workaround is in place.
Severity 2 – High: Every business day until resolved or a workaround is in place.
Severity 3 – Medium: Every 3 business days until resolved.
Severity 4 - Low: Once per business week until resolved.

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.  Includes feature, information, documentation, how-to and Enhancement requests from the customer.

Escalate a case

  • Escalate your case online if you require higher priority attention and response time from the assigned engineer.
  • For critical escalations, update the case online and call support and ask to speak to the engineer or a Duty Manager. Please refer to Product Support phone numbers.