Paloalto TAC support

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Paloalto TAC support

L3 Networker

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?

16 REPLIES 16

@jdelio:  I am not sure what you meant by "Our TAC support is taken seriously, and when this happens to anyone, we want to help the best way possible.". 

 

I have a ticket opened this morning with PAN support.  I asked the TAC engineer to call me back.  He didn't and put some links in the ticket and I am not sure he knows about it himself.  I called into TAC support three hours later, spoke to another engineer and asked that the original engineer call me back to discuss the case that I opened I opened this morning.  The second engineer assured me that the original engineer will call me back in 15 minutes.  I am still waiting for that call more than three hours later.

 

Btw, I have premium support with PAN.

It is undeniable at this point.  Support is not the same anymore.  The wait times are much longer, the responses take days to weeks.  At times, the only way to get a response is by escalating the ticket in the support portal.

 

That's not to say its all bad, some of the engineers are very good

Been waiting on the call for over 80 minutes, and still waiting.  Talked to the TAC engineer and went over the issue with her.  Before ending zoom, I asked her if she fully understood the issue.  She responded yes.  Today she emailed back asking me the same question that I thought she understood.  I am speechless.  I called TAC support and been waiting for over 80 minutes. 

I know the feeling.  I can only suggest sending your account team the ticket numbers to escalate.

 

Also, in the support portal, you can go to your ticket and escalate.  The engineer's manager will be notified

@MikeC:  Thank you for your support, from one IT person to another.

 

Yes, I did escalate in the support portal.  That was almost three hours ago.  It is like fighting a losing battle, LOL....

 

I really don't want to bother the account team every time I have an issue.  They are nice people but escalating every little issue is not the way to go.

 

By the way, I am not taking any pleasure of bashing PAN TAC support.  I would not open tickets if I can resolve the issue myself.  I get this from all the PAN TAC engineers "I am sorry for your convenience.  I do understand your frustrations".  Well, if you understand my frustrations, then do something about it, just don't repeat the same line everytime, LOL....

Agreed.  However, sometimes we need to get them involved and make sure they are passing it along to the proper channels.  It's in their best interest, as they won't want to lose customers.  There are other good solutions out there.

 

Keep fighting the good fight lol.

 

Did you post your current issue in another thread here?  Maybe you'll get an answer faster 😉

 

 

I did.  No answer there either:  https://live.paloaltonetworks.com/t5/general-topics/paloalto-and-dns/m-p/374030#M89001

 

This is one of the weird issue that three different TAC engineers look at and had no clue.  Been wasting so much of my time on it.

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