Palo Alto Support - real deal please

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Palo Alto Support - real deal please

L1 Bithead

Hi,

 

We're trying to understand the real options for support features

Customer Support Plan - Palo Alto Networks

 

We're currently running multiple FW's in HA mode and we subscribe to premium support. We're thinking of down grading to standard support however it's not clear what the restrictions are. Note we're not interested in the HW replacement features (we're ok with RMA). Looks like we loose "Security Assurance" - exactly what is that anyway? Besides an increased SLA what's the difference between online support vs telephone support. Is it simply opening a ticket? If you open an online ticket does the engineer call you on standard support or is everything via email? What if you need a troubleshooting call - will they join on standard support?

Anyone have experiences just using standard support?

 

Thanks

 

1 REPLY 1

Cyber Elite
Cyber Elite

@smelias,

This is probably a better question for your account team to answer. Security Assurance is detailed in the article HERE. Note that there's a discrepancy between the table and the article; it is my understanding that you DO NOT get Security Assurance with Premium support and that the table on the main site is not correct.

My understanding with standard support is that you will still have actual troubleshooting sessions if required by the TAC engineer to resolve the issue. Since you now have a push to open a ticket before you can call into TAC anyways, I wouldn't view this as a large loss. The biggest thing that you're losing is advanced replacement.

On the hardware aspect, note that there's extended lead times when you're using standard support's return and repair replacement. Even with HA equipment this would give me pause a bit, the hardware was likely made at exactly the same time if ordered at the same time so any "batch" of hardware issues that could present themselves could be short lived between both units.

 

The other thing that I will note is that you're setting support for the entire customer account. This was something that one of my clients ran into because they wanted to drop down to standard support on select non-critical hardware while still maintaining Premium support for critical hardware where, even when HA, they couldn't afford the downtime potentially associated with its failure. Split support levels isn't something that PAN allows.

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