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Paloalto TAC support
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09-25-2020 06:26 AM
Anyone here using Paloalto products happy with TAC support?
I do not use TAC often but it seems like there are not enough TAC engineers to provide support to customers. For example, every time I call into PAN phone support, the average wait time is 25 minutes. As for a specific example,
I called into Paloalto TAC support this morning, and I've been on hold for over 1 hour and 45 minutes without actually talking to anyone from PAN.
anyone here experiencing similar?
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09-25-2020 07:32 AM
I think there are multiple things going on which would be leading to a longer hold time. First is probably COVID, I really don't know of a single company that hasn't seen an impact, and I would guess Palo has gotten even busier during the pandemic.
I'm also not sure of your support agreement level, but it's possible for your support level all other engineers were tied up with higher priority cases.
One thing you could also try in the interim is look through the LiveCommunity here and see if potentially there's a solve that you could find without needing a support case.
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09-25-2020 07:41 AM
I have premium level support. Waiting on the phone for that long is not a good thing, regardless of Covid-19.
My situation is unique and I couldn't find a solution in the forum.
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09-25-2020 07:51 AM
@dtran wrote:
I have premium level support. Waiting on the phone for that long is not a good thing, regardless of Covid-19.
My situation is unique and I couldn't find a solution in the forum.
I wasn't trying to suggest an elongated wait time is ever appropriate, I was just trying to offer an outside perspective of why that situation could occur.
I've been told that Palo's had huge growth and I think they're trying best they can to staff appropriately. That said I've had situations where I've also ran into a wait time that was longer than I would have expected.
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09-25-2020 11:23 AM
I gave up this morning after waiting for two hours. I called back 40 minutes ago to check on an RMA and am still waiting for an actual human being.
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