Quality of tech support in recent months

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L0 Member

I am new to Palo and I almost went with Meraki when I saw complaints online about tech support wait times but the rep assured me changes were made to address this and it would not be an issue.  We went LIVE this past weekend and here friday afternoon and all week in making several calls have experienced what I feared loooooong wait times.  Even as I write this at 3:01pm EST I have been on hold for 2:12 and running.  I called last night on a serious issue with our DMZ settings and I was on hold for 4hrs plus before ( I called at 5:20pm finally gave up jsut before 10pm) and I gave up and struggled through myself. 

The other alarming thing I found out the hard way is there is a 1 hour time frame for your issue to be fixed or you get dropped back into the queue and there goes another hour or two on hold.  For a critical piece of equipment to all networks - support has to be at the push of a button.

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Cyber Elite

Many long hours on hold.

I tried different times morning evening same thing.

 

Level 1 is pretty new staff.

Hard to reach right person.

Hope new people can be trained soon

MP
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L3 Networker

 Level 1 support has gotten really bad, and asking to escalate doesn't seem to help. My last few cases have been to change some App-IDs (applications not getting identified correctly) and it could take 2 weeks to get passed to the correct team.

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L2 Linker

Just open all cases as critical.

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