topic Re: Palo Alto Customer Support is a joke in General Topics

Palo Alto Customer Support is a joke

Scs2022 — Fri, 04 Nov 2022 08:30:17 GMT

Been on hold for serveral hours, only to to be told there are no support engineers available ATM!!!

Re: Palo Alto Customer Support is a joke

kiwi — Tue, 08 Nov 2022 11:19:13 GMT

Hi @Scs2022 ,

Sorry to hear you're experiencing issues reaching out to support.

Is there a specific question that you have where the LIVEcommunity might be of assistance ?

Kind regards,

-Kiwi.

Re: Palo Alto Customer Support is a joke

S.Cantwell — Tue, 08 Nov 2022 14:00:35 GMT

@Scs2022 , In Aug 2022, TAC made a business decision (as I have understood it), to require web-based tickets to be generated first, rather than held in the queue. Even if an issue is an S2 or S1, when the ticket is generated, a dispatch engineer will assign an appropriate technology engineer to your case, to meet the documented SLA. It is a different support model, but it helps prioritize customer service on higher precedent concerns.