Support Info


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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 177K 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.

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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)
    • 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)
  • Germany: +49 69945189855
  • UK country: +44 2039012097
  • France: +33 186995753
  • Switzerland: +41 445299182

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
Premium Partner Support Please contact your Authorized Support Center.
Media Contact
Training & Certification Questions
Global License Renewals

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