04-10-2025 12:49 PM
I found a flow chart on the PAN portal earlier this that showed the customer's path to receiving support for both Direct and Partner Enabled, but I can't find it anymore. Have you seen it?
04-16-2025 08:47 PM
Hi @salvador.meza ,
I can't think of a flow chart that comes to mind, but could you share more details on what information you're looking for? Are you looking for guidance on when to reach out to PANW Support vs going through a partner? or comparing support tiers?
04-21-2025 07:06 AM
@salvador.meza wrote:
I found a flow chart on the PAN portal earlier this that showed the customer's path to receiving support for both Direct and Partner Enabled, but I can't find it anymore. Have you seen it?
Yeah, not sure what exactly you're looking for. Can you share more details about what you're wanting to know? In general I dislike the practice of going through a 3rd party for support, but in Palo's case it might be better to have initial triage go through a partner, if that 3rd party is going to be more responsive and have more technical expertise in their frontline support.
You'll want to be careful though in how escalations work. If the partner can't fix your issue escalation to Palo TAC might have you rework all those initial steps. Just make sure you know what type of support you're getting yourself into.
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