topic What is the cost for the Support program choices between Premium, Platinum and Focused Services? in General Topics

What is the cost for the Support program choices between Premium, Platinum and Focused Services?

CLTechs — Mon, 18 Dec 2023 16:10:32 GMT

I have the standard support and looking to change the support.

Thanks,

Re: What is the cost for the Support program choices between Premium, Platinum and Focused Services?

BPry — Tue, 19 Dec 2023 01:47:15 GMT

This depends on a whole lot of factors, so there's no clear answer that someone can really provide you. There's multiple price lists available online with a Google search or just looking at CDW's prices if you just want to get a ballpark, for anything else you'd really need to reach out to whoever you buy your equipment from and actually get a quote.

Something to be mindful of is that PAN requires the same support level on all of your hardware (or at least they did a couple of years back), so you'd need to adjust your support level for all of your hardware and not just a single unit.

Re: What is the cost for the Support program choices between Premium, Platinum and Focused Services?

s.Konowalchuk — Tue, 19 Dec 2023 15:44:22 GMT

A few years back we somehow ended up with 3rd party support. It was terrible. When the renewal came up I inquired about getting back on Premium support with PA directly and the price difference was nominal. That would have been for 3 units (one in an HA pair the other stand alone) It will pay for itself the first call you have to make to support.

I know this doesn't really answer your direct question about the 3 levels of support - but I would highly recommend you ensure whatever level of support it is that you are getting - get it directly from PA not a 3rd party.

And no I do not work for Palo Alto 🙂

Re: What is the cost for the Support program choices between Premium, Platinum and Focused Services?

Brandon_Wertz — Tue, 19 Dec 2023 17:17:34 GMT

For clarity, Premium and Platinum are your support levels. Focus Services is a different beast, and itself isn't a support level, but rather is an enhancement of your overall support.

IMO, Palo's support overall has been abysmal over the past 3 to 4 years. Their answer is to buy "better support" to get a level of service a person would normally expect.

To your question, the costs, like was shared by @BPry the factors which come into play that create the true cost are truly unique to each organization. Ultimately your costs will be directly tied to the type of products you have and the quantity. Also factored into the cost is your support level, Premium versus Platinum.

To try to give you a number it could be 5 to 7 figures+ it truly depends on the customer environment.