This document details what a Support Event is, lists any requirements for creating an event, and discusses when an event should NOT be requested.
What is an event?
An event is a scheduled session with a support engineer where all parties will join a bridge at a predetermined time to conduct whatever troubleshooting or maintenance has been agreed upon.
When should an event NOT be requested?
Software upgrades (unless previous attempt was unsuccessful)
New or initial feature configuration (unless configured and not working)
Configuration validation and review
New hardware deployment (i.e. cutover or migration)
NOTE: If an event for one of the above activities is required, please contact your account team for assistance options.
When should an event be requested?
Failed upgrade attempts
Maintenance windows associated to a support case with an existing technical issue
Troubleshooting session to resolve an ongoing technical issue
Remote meeting requirements
Palo Alto Networks Support needs some required and optional information to service all requests. Several pieces of information are critical to ensure an effective interaction with support. This required information will assist our engineers in understanding the scope, time, and requirements of the requested event in advance.
Any optional information will aid in further improving the effectiveness of a planned event and are greatly encouraged where possible.
NOTE: Please be aware, to properly schedule an event, there is a 48-hour advance notice required. Please call support directly for emergency situations (see Support Phone Numbers on the support portal).
Start date and time, including local time zone
Scheduled duration of the window
Meeting details if hosted by a party other than Palo Alto Networks
Production or lab environment
Primary and backup contact person:
Phone / cell phone number
Addition stakeholders where relevant
Description problem to be addressed and intended activities
Release of PAN-OS, and if applicable, the target release
Roll back plan and cut-off time in case of event window constraints
Network diagrams (logical and physical)
Contact details of all technical stakeholders (such as routing, switching or datacenter teams where applicable).
Potential impact to services, if known
Scheduled weekend events are available only for urgent matters where it is not possible to perform the activities outside business hours on weekdays.
All weekend events that are requested will be evaluated and approved on a per-case basis.
Please contact support for any questions about scheduling events.