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Customer Support Resources - Start Here
| 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
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Contact TAC by Phone |
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| North America (NAM) | +1 408 738 7799 | Available from all countries |
| EMEA | +31 20 808 4600 | Available from all countries |
| APAC | +65 3158 5600 | Available from all countries |
WorldwideSee country listings below (by region) |
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North America |
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| United States | +1 866 898 9087 | Toll free |
| Canada | 1 833 673 6176 | Toll free |
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Africa |
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| Kenya | 800211159 | Toll free |
| Nigeria | 7080601264 | Toll free |
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Asia Specific |
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| Australia | 1 800 002 378 | Toll free |
| China | 400 639 9205 | Shared costs |
| Hong Kong | 30126300 | Local |
| Indonesia | 1803065140 | Toll free |
| India | 1800 442 0164 | Toll free |
| Japan | 01 2018 4025 | Toll free |
| Malaysia | 1800882037 | Toll free |
| New Zealand | 800430199 | Toll free |
| Philippines | TBD | TBD |
| Singapore | 18004075110 | Toll free |
| Taiwan | 800868832 | Toll free |
| Thailand | 1800019003 | Toll free |
| Vietnam | 121020043 | Mobifone users |
| Vietnam | 12032637 | VNPT users |
| Vietnam | 12280947 | Vitel users |
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Europe |
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| Belgium | 80089179 | Toll free |
| Denmark | 80810351 | Toll free |
| France | 186995753 | Local |
| France | 805543002 | Toll free |
| Greece | 80044144034 | Toll free |
| Germany | 69945189855 | Local |
| Ireland | 1800806934 | Toll free |
| Italy | 800949967 | Toll free |
| Netherlands | 8003949048 | Toll free |
| Norway | 80031382 | Toll free |
| Russia | 8005510427 | Toll free |
| Spain | 900816636 | Toll free |
| Sweden | 201604298 | Toll free |
| Switzerland | 445299182 | Local |
| Switzerland | 800110271 | Toll free |
| United Kingdom | 2039012097 | Local |
| United Kingdom | 8000234703 | Toll free |
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Latin America |
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| Argentia | 8002667502 | Toll free |
| Brazil | 8000475053 | Toll free |
| Panama | 8006166 | Toll free |
| Portugal | 800210062 | Toll free |
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Middle East |
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| Bahrain | 80006929 | Toll free |
| Israel | 1809344562 | Toll free |
| Qatar | 800101606 | Toll free |
| Saudi Arabia Support | 800844 0412 | Toll free for Saudi Telecom Company Customers Only |
| Saudi Arabia Support | 800850 0011 | Toll free for Bharti Airtel Customers Only |
| United Arab Emirates Support | 8000 444 0585 | Toll free |
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
| Secdo Support | Secdo Support Portal | |
| LightCyber Magna Support | lightcyber-support@paloaltonetworks.com | |
| Premium Partner Support | Please contact your Authorized Support Center. | |
| Sales |
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| Media Contact | paloaltonetworkspr@vocecomm.com | |
| Beacon/Training Questions | beacon@paloaltonetworks.com | |
| Certification Questions | certification@paloaltonetworks.com | |
| Global License Renewals |
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| 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.
