Creating a support case forwards me to LIVE community

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Creating a support case forwards me to LIVE community

L1 Bithead

Hello,

 

We have a Panorama premium support and recently trying to create a TAC case and request for engineer on the support portal.

But recently we are unable to create one and instead recommend us to use the LIVE community.

is there still a way we can create a support ticket and set a call with a TAC engineer?

 

for your advice.

2 REPLIES 2

Cyber Elite
Cyber Elite

@SIIX_Support,

They've progressively made opening an actual TAC case more annoying. As long as you have support through PAN and not a partner, you should still be able to go through 'Get Help' on supportcases.paloaltonetworks.com and actually get to the point where you can select the 'File a Support Case' once everything is filled out.

Alternatively you may have purchased Partner Support during your last renewal cycle. They've been pushing smaller accounts to these 'Partner Enabled' support plans where you'd only be able to open support cases through your partner or ASC. If they need help from PAN themselves they turn around and open a ticket on your behalf.

 

I've heard mixed things on partner support, but general consensus (from what I've read) has been that they've been easier to work with for most people than PAN and the level of support in most cases has been better for folks through partner support. 

Community Team Member

Hi @SIIX_Support ,

 

I believe @BPry is correct. 


Looking at the entitlements linked to your email address it seems that you have backline support. 

Please reach out to your ASC (Authorized Support Center) to open a support case.

 

Kind regards,

-Kiwi.

LIVEcommunity team member, CISSP
Cheers,
Kiwi
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