We are sorry to hear that this happened.
Especially for a P1 issue, we want to ensure that we are able to help quicker than that.
I will try to forward this info to our support management so they can reach out to you about this.
One thing to keep in mind is your SLA on your support level. On a severity 1 standard support has initial response at 2 hours, premium support at 1 hour, and platinum support at 15 minutes, and Focused Services at 1 hour.
If/When your in a Sv1 incident I would recommend heavily pushing your AM and SE to escalate internally if past your SLA response times. Once your past your SLA response times ask for the Duty Manager on shift.
I'm not one to leave bad comments but Palo Alto support has been the worst experience; I waited for hours, finally after they answer (up to 4 hours). Previous post says 2 hours SLA for the standard support, I'm not sure if that is what we have or not, but we must have a sub-standard SLA because I've waited for up to 4 hours at times. Talking to the Duty Manager on shift does not bring back those two extra hours of lost service.
We are extremely unhappy as well and looking for alternatives like a GoldSeal partner. Once I do get a response from support they often times have no idea or clue and I end up having to resolve myself. We recently had an incident with VPN connections all down and they sent us down the wrong path completely and once again I ended up having to figure it out myself. Why buy Premium support for such horrible service? I have been copying my PA sales reps on all tickets and asking them to escalate my concerns to their management. Maybe if enough of us complain through our reps we'll finally get PA to provide the support we pay for.
Terrible support, especially for licenses renewal. The reseller accidentally gave me the new subscriptions, but there is no workaround to convert the authorization code to renewals. Why separate the new subscriptions from the renewals if there is no workaround? An answer would be appreciated.
We're paying for premium support and we've been waiting on the phone for a bout 60 minutes and still waiting as of now. The automated voice keep telling us to go to live.paloaltonetworks.com where she bet that we'll find the solution to our question.
We know Palo Alto want to cut cost but relying on the community to do the dirty works while Palo Alto collecting the money is not fair at all.
Palo Alto support was only good before you buy their products. After signing the contract the support is basically ended. So if you're potential customer or about to renew the service be sure to think twice. Think twice before switching to Palo Alto product.
I get better support from Dell on products with just a serial number. Let alone a brand new 3410. Extremely poor customer service so far. My company just started investing into and buying a lot of Palo Alto. I am not looking forward to this as so far my experience has been close to zero star
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