Palo Alto Customer Support is a joke

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Palo Alto Customer Support is a joke

L0 Member

Been on hold for serveral hours, only to to be told there are no support engineers available ATM!!!


Community Team Member

Hi @Scs2022 ,


Sorry to hear you're experiencing issues reaching out to support. 

Is there a specific question that you have where the LIVEcommunity might be of assistance ?


Kind regards,


LIVEcommunity team member, CISSP
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Cyber Elite
Cyber Elite

@Scs2022 , In Aug 2022, TAC made a business decision (as I have understood it), to require web-based tickets to be generated first, rather than held in the queue.  Even if an issue is an S2 or S1, when the ticket is generated, a dispatch engineer will assign an appropriate technology engineer to your case, to meet the documented SLA.  It is a different support model, but it helps prioritize customer service on higher precedent concerns.

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