on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Please sign in to see details of an important advisory in our Customer Advisories area.

on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

L1 Bithead

on hold 3 1/2 hours ...is Palo closed today? This is unacceptable....we pay BIG $$$ for premium support

3 REPLIES 3

Cyber Elite
Cyber Elite

@partners-syn,

I can understand the frustration but there's nothing that the forum itself can actually help you with in getting support faster. If you're having an issue you could try posting here as well to see if someone could maybe point you in the right direction in the meantime while you wait for support.

Otherwise the only think I can really say is be sure to express any frustrations (calmly) to your account manager so they can voice that up the chain. Also keep in mind the actual SLA of Premium support versus Platinum support. SLAs don't mean much depending on if they have anyone available to take your call, but it does help to have that information handy when talking to your AM.

 

Lastly, I've had, and heard, people have much faster responses when they open a ticket prior to calling in so you have an existing case. Then you're not only in the queue, but you're actively waiting in yet another queue as well for assistance. 

Thanks. I did open a case with TAC 1st. I was actually just disconnected at the 4:00 mark!!!
I thought maybe someone has any idea if they are closed today...I was even looking up Holiday's or something.
Yes frustrated but I still need support....I hate the thought of calling back in for another 4 hours....

so create  post with your problem, maybe someone here in the forum can help : )

  • 2010 Views
  • 3 replies
  • 1 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!