NGFW with two different Support Structure in one CSP

[Jim_Gabales]

Hi Folks,

Does anyone know if I can register two NGFWs with different support structures (one has Premium Support and the other one has Partner-Enabled Premium Support) in one CSP account? If it is allowed, any consideration on how to manage the support cases for these firewalls?

Thank you in advance for your insights.

[CosminM · Accepted solution]

Hello @Jim_Gabales 

Yes, you can register into the same CSP account NGFWs with different support types.

The main difference is where you will need to go to create technical support cases. For the NGFWs with Premium Support the cases are open and manage by you directly on CSP portal. For the rest you need to contact the allocated ASC for that specific device.

[Jim_Gabales]

Hi @CosminM,

Thank you for responding bro. do we have a documentation for this?

[CosminM · Accepted solution]

Hi @Jim_Gabales ,

The only official documentation is Register Your NGFW where isn't mentioned that you need to have separate CSP account for different support levels. From my experience you can have into a single CSP account NGFW's with Partner Support or Partner-Enabled Premium Support, even when there are different ASCs.

A Palo Alto Networks CSP account is designed to allow you to view and manage all your registered assets, including appliances, licenses, and subscriptions . This includes various types of NGFWs such as physical firewalls, VM-Series firewalls, and Cloud NGFWs.

Key points supporting this functionality:

• Centralized Asset Management: Your support account enables you to manage all registered assets, which implies the ability to register various types of devices and their associated support entitlements .

• Enterprise Support Agreements (ESA): When registering an NGFW, you can specify if the device will be part of an Enterprise Support Agreement. This indicates that different support models can coexist within the same CSP account .

• Managing Different NGFW Types: The CSP allows registration and management of various NGFW types, including hardware NGFWs, VM-Series firewalls (which can have different licensing, e.g., usage-based or credit-based), and Cloud NGFWs . Each of these might come with distinct support entitlements.

• Panorama Management: For NGFWs managed by Panorama, the firewalls must belong to the same CSP account as Panorama to facilitate operations like device certificate installation . This further suggests a single CSP account can encompass multiple managed NGFWs, which may have varying support levels or types.

[Jim_Gabales]

Thanks bro