topic Support license -who own serial number in General Topics

Support license -who own serial number

FWPalolearner — Fri, 30 Oct 2020 20:09:27 GMT

Hello , We have a customer B who was earlier supported by a Company X

Now customer renewed all the Licenses -Threat Prevention , GP , URL filtering etc through our company Y ( We are PA Partner) and also the Support contract with us ;

As per customer Company X is/will be supporting them Break and Fix contract .

So can i add the serial numbers into our company account now ?

Also , customer is asking us if we as company Y can also add permission(email id ) for company Y to open support cases .Can we do it ?

This is a confusion still . I tried to add serial numbers but it says This serial number is already registered.

Can someone guide how this works when Customer renews licenses and Support through another Partner

Re: Support license -who own serial number

FWPalolearner — Sat, 31 Oct 2020 11:57:26 GMT

ANy Thought ?

Re: Support license -who own serial number

aleksandar.astardzhiev — Mon, 02 Nov 2020 14:39:25 GMT

Hi @FWPalolearner ,

The only way I am aware of is to use "Transfer Ownership" button. The only problem is that "Company X" (which currently owns the lincese) needs to do it.

The steps are simple:

1. Select the asset in question and click on the Serial Number

2. At the bottom of the newly opened window there is button "Transfer Ownership"

3. Enter email for contact under the "Company Y" account

4. Under "Company Y" account - login with the user which email was used in previous step.

5. Under Assets, there should be tab/button saying something like "Device Pending approval"

As I mentioned this needs to be triggered by Company X.

If you don't want to contact "Comapny X" or if for some reason you can't - you better open case to Palo Alto, using Admin for technology. Try to explain the situation and they should either transfer the license for you, or explain that is required.

Re: Support license -who own serial number

FWPalolearner — Fri, 06 Nov 2020 16:33:41 GMT

Hi @aleksandar.astardzhiev

Thanks .

Regarding ownership , this is clear ;

but we as a Partner - can we add another Partner's email address so that they can only see and open case for our common customer .

Although we own the support but hands and feet is with another partner .

So can we add an external email address and give them permission

Re: Support license -who own serial number

FWPalolearner — Wed, 18 Nov 2020 11:44:37 GMT

@aleksandar.astardzhiev

we as a partner - can we add another partner email address in our account and restrict their access to only 2 firewalls ?