11-11-2021 04:32 PM
Bad support from plaoalto
we have in customer support call center more then a hour to connect for P1 call
its really surprise support from paloalto
11-12-2021 02:37 PM
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.
11-14-2021 08:21 PM
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.
03-11-2022 08:39 AM
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.
03-11-2022 05:51 PM
I am another unhappy customer...this isn't happening to just a handful of people, is a real problem. To make things worst, after my complaint, they tried selling us advanced services.
03-15-2022 08:11 AM
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.
04-22-2022 12:23 AM
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.
08-16-2022 12:08 PM
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.
10-04-2022 11:45 AM
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
07-26-2023 12:52 PM
Going on a month with a problem and support has been useless!
08-02-2023 10:29 AM
Hi @mojeebk ,
Are you still needing assistance with your P1 issue?
08-02-2023 02:05 PM
Support is "looking" into my issue.. Been over a month. Pathetic.
08-02-2023 02:11 PM
We finally renewed with a PaloAlto reseller that provides their own support and have no complaints so far. At least I get a response when I open a support ticket!
08-09-2023 07:07 AM
They are still "looking into it"
08-16-2023 01:18 AM
Hi @Axiom06830 ,
Care to share the problem you're experiencing in a separate post ?
There are plenty of smart people on the LIVEcommunity that might be able to help out or guide you.
Kind regards,
-Kim.
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