topic Re: XSOAR customer support problems in Cortex XSOAR Discussions

XSOAR customer support problems

DannyMulheran — Thu, 30 Mar 2023 22:48:59 GMT

I have noticed that many of my recent support cases are being lodged into the XSOAR Queue rather than being assigned a support case owner. Is anyone else having this problem and can anyone advise how I get an update for these cases. I have tried calling Palo Alto support but the automated system tells me I do not have phone support and hangs up.

Re: XSOAR customer support problems

vidurasupun — Fri, 31 Mar 2023 03:35:53 GMT

In my experience its not the worlds easiest thing getting PA support. I've had cases that dragged out more than months to solve. But in your case I have seen the same in High/Critical cases as well, it will be in the queue and an available support engineer will pick up within the SLA.

Re: XSOAR customer support problems

DannyMulheran — Fri, 31 Mar 2023 03:46:57 GMT

Hi Vidurasupun

Thanks for the reply, any ideas how to contact them when a ticket is in the queue but not picked up?

Danny

Re: XSOAR customer support problems

vidurasupun — Fri, 31 Mar 2023 05:56:19 GMT

Depends on the case severity and time left in SLA. I would suggest increasing the severity or reaching out to your local PA contact for an escalation. But if SLA for first response is not breached, then all you can do it wait.