12-09-2014 10:50 AM
During last night's trouble call the technician mentioned something like 'you have access to a sales (or service) engineer, and we'll have him contact you. It's part of your contract.'
Wonderful. Who is this person and how can I find him? Searched on the site but no obvious links titled 'contact your SE'.
Thanks,
~brian
12-09-2014 04:27 PM
Many times your SE is listed under your Account record. You can ask your Support Engineer to please check the Account record for the names of the "Sales Engineer" under the "Account Team" section. Your Support Engineer can search for your Sales Engineer's e-mail derived from their name on the company's AD directory.
12-09-2014 11:04 AM
Hello
In my opinion You can create new case but use "Case Type"=Admin (not Tech Support) or call a person who sell You PAN device and ask him.
Regards
Slawek
12-09-2014 02:09 PM
Sales engineers are assigned by both region and type of market your company is in.
As Slawek mentions, your fastest route to the assigned Sales engineer is generally through the vendor that sold you the PAN firewall.
12-09-2014 04:27 PM
Many times your SE is listed under your Account record. You can ask your Support Engineer to please check the Account record for the names of the "Sales Engineer" under the "Account Team" section. Your Support Engineer can search for your Sales Engineer's e-mail derived from their name on the company's AD directory.
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