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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 185K 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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Read Technical Documentation

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Live Community Help

Trying to find something on Live Community or need help with community registration/login? Please see Common Palo Alto Networks Support Questions for further assistance.

Reach Customer Support

Access the support portal Customer Support Portal
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Support Phone Numbers

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

Contact TAC by Phone

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
Worldwide

See country listings below (by region)

North America

United States +1 866 898 9087 Toll free
Canada 1 833 673 6176 Toll free

Africa

Kenya 800211159 Toll free
Nigeria 7080601264 Toll free

Asia Specific

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
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

Europe

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

Latin America

Argentia 8002667502 Toll free
Brazil 8000475053 Toll free
Panama 8006166 Toll free
Portugal 800210062 Toll free

Middle East

Bahrain 80006929 Toll free
Israel 1809344562 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
Media Contact paloaltonetworkspr@vocecomm.com
Training & Certification Questions education@paloaltonetworks.com
Global License Renewals
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.