Customer Support Plan (2024)

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 resources

Palo Alto Networks online services offer you time-saving tools to solve problems, answer questions, and improve knowledge and capability.

LIVEcommunity - Find answers to common questions and connect with peers to troubleshoot, get tips and tricks, and gain access to useful tools to help you secure your Palo Alto Networks environment.
KnowledgeBase- Search solutions and technical documents describing common problems and steps to resolve them.
KnowledgePoint- Find answers, exchange information, and share experiences with your technical peers.
DevCenter- The online community shares ideas and custom content as well as tools to create it. All do-it-yourself types are welcome!
Create and Track a Case- Create support cases, add comments, and view your status updates 24 hours a day.
Software and Dynamic Updates- Find software updates for all of your Palo Alto Networks products and get the latest Application and Content-IDs.
Applipedia and Threat Database- Verify App-IDs, vulnerabilities, and spyware covered by your Palo Alto Networks firewall.
Documentation and Announcements- Updated product documentation, announcements, release notes, and alerts are posted regularly online for downloading and printing.

Open a support case

Create a case online (RECOMMENDED) athttps://support.paloaltonetworks.com. Include your Palo Alto Networks firewall serial number, problem description, severity, and attach relevant files and screenshots. When you submit your case, you will be offered a selection of articles, which may resolve your issue. If not, your case will be assigned to an engineer who will either contact you by phone or an email generated by comments added to your case. Your email replies will automatically append to the case. You may check the status of your case and provide comments at any time online.
Call Support forSeverity 1 (Network Down) issues. We recommend creating a case online and referring to the case number when calling. Please refer toProduct Supportphone numbers.

End of life policy

Learn more

Product warranty

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Support policies

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Support Program Summary

Support Entitlement	Focused Services*	Platinum Support	Premium Support	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 thebenefits 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.

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 toProduct Support phone numbers.