topic Palo Alto CloudGenix Support in General Topics

Palo Alto CloudGenix Support

korotkam48 — Tue, 22 Mar 2022 10:21:10 GMT

This is terrible!! The second time, in the last week, I'm in need of urgent assistance (the whole office is down) and I'm unable to get anyone's phone quickly enough! First time I was waiting for 2 hrs. on the phone before finally, I got someone to help. When is this going to be addressed? Right now I'm in the same situation and need help quickly. I've been on hold for 50 min. This is unacceptable!

Re: Palo Alto CloudGenix Support

LAYER_8 — Tue, 22 Mar 2022 19:48:10 GMT

Management are aware of TAC difficulties. We have already hired an insane number of engineers to address this, they are currently being trained. You will see relief starting this quarter, as both more engineers come into the fold, as well as we scale our partner infrastructure and offload some responsibility there.

This is a critical focus for this FY, we covered it on earnings calls and during most of our big product announcements.

Re: Palo Alto CloudGenix Support

SureshM — Wed, 29 Jun 2022 03:42:26 GMT

Even we too face the similar issues . Most of the time the technical support engineers says , the engineering team wont work on weekends . they need additional days to review the logs for a sitre down issue .