what is the average time do you wait on the phone with PAN TAC?

[dtran]

I'll go first.  At least 45 minutes. 

[dtran]

Are you working for PAN? 

[dtran]

I always open the ticket online as S2 ticket.  Problem is that PAN does not get back to me until 4 hours later (S2 has a two hours response time).  Many times, they don't even read what is in the ticket.  I then had to call back in and wait on the line. 

[dtran]

A typical example:

1- open a ticket online yesterday with a description of the issue,

2- call in an hour after open ticket to "try" to get an engineer,

3- gave up after an hour on the phone, put in my number for a TAC engineer to call back,

4- nothing until five hours later (SLA is two hours), got an email from TAC, asking for more information.  No callback whatsoever,

5- call PAN support this morning, try to get a hold of an available TAC engineer to work on the issue, and still waiting for the past 45 minutes,

[TedMay]

I wish I got 45min.. The average is 2-3 hours.. That's not even getting a person. That's the point at giving up. Sometimes its a whole day.. 8 hours. On hold. I don't know how they still have as many people as they do because of that. We are also premium support.. We are looking at Platinum but doubt that will even fix the problem. There is this "focused level" but its also the same bag. Except the designated engineers. On our sides we have PCNSEs so when we call in, we actually have no idea what is going on as we've tried everything the Basic L1/L2 guys would try.. So its even more frustrating when we get someone and its going over the same stuff.

[ToshiNakano]

I am wating for about 3 hours now. Something is wrog with Palo Alto support today???