Escalation process for Customer's with Premium Partner Support

[A.DeLarisch176960]

Folks,

As I had mentioned in a prior technical discussion, this is the first time I am working with a 3rd party Partner for support of mission critical equipment.

In my specific case Ingram Micro is my direct support contact for my Palo Alto firewall. 

I have identified a bug and it continues to be of issue for us. It exists on the Preferred version of the 11.1 code release [11.1.13].

Of the suggestions offered, one did not have any effect... the other "solution" was to change to the 11.2.x code base and hope it fixes the issue. [not an acceptable solution]

How do I get Ingram Micro to escalate the case to Palo Alto support/engineering to address?

[JayGolf · Accepted solution]

Hi @A.DeLarisch176960 ,

Ingram Micro should be able to escalate this for you. Having previously worked for a partner, I'd recommend confirming whether a TAC case has been opened on your behalf and request that the case be escalated for reasons you have explained. If one hasn't been created, request for one and request for an escalation contact. 

[A.DeLarisch176960]

Hi Jay,

Thank you for your insight. I did requested that my case be escalated to Palo Alto support/engineering. Tonight I received a message that my ticket was handed off to an Escalation engineer at Ingram Micro. 

Like I mentioned Partner Support is new to me…first time in my 40 year IT career I have an intermediary between me and the manufacturer for mission critical support. 

I much appreciate your informed insight. 
-A