topic Re: Support wait times and SLAs in General Topics

Support wait times and SLAs

uvolk707 — Thu, 19 Dec 2024 16:39:31 GMT

I am in the call queue since 3 hours. Called in yesterday and left a call back number, but never received a call back. Does anybody have a similar experience lately?

Re: Support wait times and SLAs

JayGolf — Fri, 20 Dec 2024 17:55:03 GMT

Hi @uvolk707 ,

Did support ever get back to you? What type of issue are you running into?

Re: Support wait times and SLAs

BPry — Mon, 23 Dec 2024 16:16:45 GMT

@uvolk707,

I personally wouldn't recommend calling into TAC unless you have an actual critical down situation and have already opened a ticket through the portal. It sounds like you may be cold calling TAC without an existing ticket and that does take a considerable amount of time to actually get an engineer on the line.

Re: Support wait times and SLAs

uvolk707 — Tue, 24 Dec 2024 15:34:29 GMT

No, they never got back to me and I was kicked out of the hold queue after 6 hours. The problem is/was that the case was stuck in the escalation queue for 7 days that is not monitored.

I opened another ticket another ticket on critical to get an answer. Two days later I was told that Palo Alto is short of resources and that it will take probably another week to be picked up by an engineer from the escalation queue. This is very disappointing. We were planning a test rollout for the holiday week to be non-disruptive.

The poor support that we receive asks for considering other vendors.

Re: Support wait times and SLAs

uvolk707 — Tue, 24 Dec 2024 15:40:32 GMT

That is absolutely correct and the path I usually take.

Open a web ticket first in all cases.

I only call in on existing tickets when:

- Critical network down

- The ticket is not getting assigned

- The ticket does not make progress and escalations via 'MANAGE YOUR CASE' did not help