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Customer Support Resources - Start Here
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)
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Saudi Arabia Support:
- 800844 0412 (Toll free for Saudi Telecom Company Customers Only)
- 800850 0011 (Toll free for Bharti Airtel Customers Only)
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Taiwan Support:
- 0800868832 (Toll free from Taiwan only)
- 0800868822 (Toll free from Taiwan 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
| 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 | |
| Training & Certification Questions | education@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.
