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Text Content

Threat Brief: Operation MidnightEclipse, Post-Exploitation Activity Related to
CVE-2024-3400
Read More
Muddled Libra’s Evolution to the Cloud
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It Was Not Me! Malware-Initiated Vulnerability Scanning Is on the Rise
Read More

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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




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) at https://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 for Severity 1 (Network Down) issues. We recommend creating a
   case online and referring to the case number when calling. Please refer
   to Product Support phone numbers.




END OF LIFE POLICY



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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 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.

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 to Product Support
   phone numbers.







GET THE LATEST NEWS, INVITES TO EVENTS, AND THREAT ALERTS

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