06-23-2026 01:53 AM - edited 06-23-2026 01:54 AM
Focused Services is an account-level entitlement providing personalized "white-glove" support management . It is designed for large organizations with complex, multi-product deployments who require a designated advocate to coordinate resources across the Palo Alto Networks portfolio .
Platinum Support is a product-level entitlement focused on expedited technical response times (e.g., 15-minute response for Severity 1) .
Focused Services is an account-level service focused on personalized advocacy, proactive guidance, and account technical health .
They are complementary: Focused Services provides the personalized strategy, while Platinum ensures the fastest tactical response .
No. Focused Services is multi-product by design. It covers your entire Palo Alto Networks infrastructure, including Prisma Access, Prisma Cloud, and Cortex .
Your SAM is your designated customer advocate and single point of contact for support escalations . They actively track your support cases, coordinate with internal technical teams (TAC, Engineering), and host recurring meetings to ensure your security goals remain on track .
Available in Plus and Elite tiers, the DE provides deep technical expertise and is familiar with your specific network environment . They assist with complex troubleshooting, provide technical guidance, and lead activities like Tailored Release Strategies .
For very large or global deployments (typically Elite or Plus Tier 3), an SDL is assigned to orchestrate all services—including Support, Focused Services, and Professional Services—to ensure unified global delivery .
All tiers receive personalized support management, but higher tiers unlock advanced proactive features :
Personalized Support: Recurring case reviews, Root Cause Analysis (RCA) for critical issues, and escalation management .
Product Guidance: Tailored release reviews, best practice assessments (BPA), and proactive threat notifications .
Advanced Proactive Services (Plus/Elite): Includes annual SecOps Optimization (traffic analysis and policy tuning) and Proactive Performance Sweeps (hardware/dataplane diagnostic reviews) .
As a customer, you have exclusive access to on-demand technical deep-dives and live webinars . These sessions focus on high-level diagnostic workflows and architectural best practices . You will need to login into Live Community as a customer/partner to be able to access the webinar recordings.
Open online first: Always open your case via the Customer Support Portal. This allows you to set the initial priority and upload Technical Support Files (TSF) immediately .
Call for Critical issues: For Severity 1 cases, open the case online and then call the support line to be routed faster to an engineer .
Notify your SAM: Your SAM is automatically notified of high/critical cases and will assist in driving them toward resolution .
