topic Re: on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support in General Topics

on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

partners-syn — Mon, 31 Jan 2022 21:05:49 GMT

on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

Re: on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

BPry — Mon, 31 Jan 2022 21:43:25 GMT

I can understand the frustration but there's nothing that the forum itself can actually help you with in getting support faster. If you're having an issue you could try posting here as well to see if someone could maybe point you in the right direction in the meantime while you wait for support.

Otherwise the only think I can really say is be sure to express any frustrations (calmly) to your account manager so they can voice that up the chain. Also keep in mind the actual SLA of Premium support versus Platinum support. SLAs don't mean much depending on if they have anyone available to take your call, but it does help to have that information handy when talking to your AM.

Lastly, I've had, and heard, people have much faster responses when they open a ticket prior to calling in so you have an existing case. Then you're not only in the queue, but you're actively waiting in yet another queue as well for assistance.

Re: on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

partners-syn — Mon, 31 Jan 2022 21:49:20 GMT

Thanks. I did open a case with TAC 1st. I was actually just disconnected at the 4:00 mark!!!
I thought maybe someone has any idea if they are closed today...I was even looking up Holiday's or something.
Yes frustrated but I still need support....I hate the thought of calling back in for another 4 hours....

Re: on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

stef — Fri, 11 Feb 2022 11:52:13 GMT

so create post with your problem, maybe someone here in the forum can help : )