Backline support not answering - how to raise a case with Palo Alto directly

KarenJones1 — Sat, 17 Jun 2023 09:53:29 GMT

We are supposed to have 24 x 7 support through Westcon but have been unable to contact them. Previously when emailing their support an autoresponder would reply with a ticket number. Not even this happens now. The AUS support number rings out.

Is it possible to raise a case with Palo Alto directly - we have a VPN issue that must be resolved by Monday.

This morning I tried calling the Palo Alto support line who created a case for me. However this case is in the admin queue rather than in the support queue.

Re: Backline support not answering - how to raise a case with Palo Alto directly

kiwi — Wed, 21 Jun 2023 12:41:52 GMT

Hi @KarenJones1 ,

I'm afraid that with backline support you can't open a case with Palo Alto Networks directly. You're ASC (Westcon) should assist you.

There are a lot of smart people here on LIVEcommunity with all sorts of VPN experience. Can you elaborate on the problem you're experiencing and we might be able to assist you.

I'd recommend trying to get a hold of your ASC or worst case reach out to PAN Sales to file a complaint.

To help get you started on troubleshooting you might want to check out the IPSec resource list:

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clh5CAC

Kind regards,

-Kim.

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Backline support not answering - how to raise a case with Palo Alto directly

Re: Backline support not answering - how to raise a case with Palo Alto directly