Get Support

Get Help from the Live Community

The Live Community provides access to thousands of knowledge base articles to help you troubleshoot and solve your technical challenges. In addition, the Discussions area connects you with over 35,000 Palo Alto Networks users and experts to ask questions, get advice, and learn about how you can get more from your Palo Alto Networks technology.

Ask Your Questions

Connect with other experts and post questions now in the Discussions area.
Note: Access to Discussions requires a login. Not a Live Community member? Click here to register.

Read Technical Documentation

Get access to official Palo Alto Networks technical documentation here.

Live Community Help

Trying to find something in the Live community or need registration/login assistance, please contact the community team at livehelp@paloaltonetworks.com.

Reach Customer Support

Access the support portal Customer Support Portal
Have a valid support contract and need to register for a support account? Request an Online Support Account
Problems logging into the support portal or registering? Get Login / Registration Assistance

Support Phone Numbers

For urgent issues, please contact Palo Alto Networks support on the following numbers

  • US: (866) 898-9087
  • Int'l: +1 (408) 738-7799
  • EMEA Support: +31 20 808 4600 (Available from all countries)
  • APAC Support: +65 3158 5600 (Available from all countries)
  • Japan Support: 01 2018 4025 (Toll free from Japan only)
  • Australia Support: 1 800 002 378 (Toll free from Australia only)
  • China Support: +86 400 639 9205 (Toll free from China only)
  • Hong Kong Support: +86 400 639 9205 (Toll free from Hong Kong only)
  • India Support: 000 800 442 0164 (Toll free from India only)
    • Saudi Arabia Support:
    • 800844 0412 (Toll free for Saudi Telecom Company Customers Only)
    • 800850 0011 (Toll free for Bharti Airtel Customers Only)
  • United Arab Emirates Support: 8000 444 0585 (Toll free from UAE only)

Support Response Times

Refer to this matrix for a summary of support response times

Severity First Response Follow-Up Response
Critical < 1 Hour Every 4 hours
High < 2 Business Hours 1 Business Day
Medium < 4 Business Hours 3 Business Days
Low < 8 Business Hours Once per Business Week

Severity Definitions

  • Severity 1 – Critical: Product is down and critically affects customer production environment. No workaround yet available.
  • Severity 2 – High: Product is impaired and customer production is up but impacted. No workaround yet available.
  • Severity 3 – Medium: A product function has failed and customer production is not affected. Support is aware of the issue and there is a workaround available.
  • Severity 4 – Low: Product function is not impaired and no impact to customer business. Includes feature, information, documentation, how-to and Enhancement requests from the customer.

Additional Contact Information

Premium Partner Support Please contact your Authorized Support Center.
Sales
Media Contact paloaltonetworkspr@vocecomm.com
Training & Certification Questions education@paloaltonetworks.com
Global License Renewals renewals@paloaltonetworks.com
Partners nextwave@paloaltonetworks.com

For an overview of the Palo Alto Networks Customer Support Process including service level agreements and escalation process, please see Customer Support Plan.