topic Direct vs Partner Enabled support flow chart in General Topics

Direct vs Partner Enabled support flow chart

salvador.meza — Thu, 10 Apr 2025 19:49:36 GMT

I found a flow chart on the PAN portal earlier this that showed the customer's path to receiving support for both Direct and Partner Enabled, but I can't find it anymore. Have you seen it?

Re: Direct vs Partner Enabled support flow chart

JayGolf — Thu, 17 Apr 2025 03:47:54 GMT

Hi @salvador.meza ,

I can't think of a flow chart that comes to mind, but could you share more details on what information you're looking for? Are you looking for guidance on when to reach out to PANW Support vs going through a partner? or comparing support tiers?

Re: Direct vs Partner Enabled support flow chart

Brandon_Wertz — Mon, 21 Apr 2025 14:06:50 GMT

@salvador.meza wrote:

I found a flow chart on the PAN portal earlier this that showed the customer's path to receiving support for both Direct and Partner Enabled, but I can't find it anymore. Have you seen it?

Yeah, not sure what exactly you're looking for. Can you share more details about what you're wanting to know? In general I dislike the practice of going through a 3rd party for support, but in Palo's case it might be better to have initial triage go through a partner, if that 3rd party is going to be more responsive and have more technical expertise in their frontline support.

You'll want to be careful though in how escalations work. If the partner can't fix your issue escalation to Palo TAC might have you rework all those initial steps. Just make sure you know what type of support you're getting yourself into.