topic Re: Quick Question. in General Topics

Quick Question.

skysequoia — Thu, 27 Aug 2020 22:31:56 GMT

Just a quick question... Why didn't I buy Cisco instead? Pretty sure Cisco wouldn't keep me on the phone for hours... Multiple days in a row without so much as answering the phone once. Pretty sure Cisco wouldn't ignore a sev 0 ticket for days in a row... Palo Alto cant keep an SLA... Palo Alto got me feeling like a chump. Looks like we go back to Cisco when funding opens again.

Re: Quick Question.

BPry — Fri, 28 Aug 2020 04:48:17 GMT

@skysequoia,

Probably because you wanted a firewall that actually had next-gen capabilities and not something you could duplicate with IPTables 😉

In all seriousness I've never had that big of an issue getting in contact with TAC. Call wait times can be long, but not multiple days without any answer long. FYI, I recommend that you open a ticket via the support portal and escalate through the portal and your SE/AM if required. If you are having that big of an issue I would definitely be reaching out to your account team and ensuring they are aware of the issue, as they can push things internally.

Re: Quick Question.

jdelio — Fri, 28 Aug 2020 15:07:15 GMT

@skysequoia , We here at Palo Alto Networks take support seriously, and if you are having issues contacting support, then we are wanting to do all that we can to make sure that you get the answer that you need.

We will see about reaching out to you directly to take care of you.