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

[dtran]

I'll go first.  At least 45 minutes. 

[ToshiNakano]

Now I am wating for more than 4 hours. Is this becase of the russia and ukraine issue?

[ToshiNakano]

I found the tick. I was on hold for 6 hours. However I used another phone and called without the case ID. Then, a new engineer picked up within 5 min. This is very strange. Maybe something is wrong with their phone call queuing system. 

[dtran]

I opened a S1 ticket and waited on the phone for almost an hour, finally gave up after that.  Didn't get a call back until more than two hours after that, and the engineer doesn't have root access to fix the issue, he had to get another engineer to get root access, more waiting time.  What a waste of time and resource.

[JoshuaSanders]

We had 2 firewall upgrade tickets that were opened. One was opened Wednesday afternoon and the other Thursday morning. It is now Friday morning and I've yet to hear a single peep from the Palo Alto support team. I spent 45 minutes on hold after calling in without a person to even answer my telephone call. I've sent many angry emails/telephone calls to my AM and SE which have been escalated. Still no response. It's now been almost 48 hours since my first S2 ticket went in. I try not to abuse the S1 priority but does everything just now have to be marked as Urgent to get a response from PAN? My firewalls govern access to sites where personnel depend on them for their actual safety. Completely unacceptable. My expectations are so low at this point, that I'd be happy to get a boilerplate email saying we are experiencing long wait times, please stand by. What's the point of paying for Premium Support if I get nothing out of it?

[JoshuaSanders]

Finally got my first response on tickets 36 and 54 hours after I opened the ticket, only after several angry emails that got the issue escalated to S1 and a regional vice president involved. Ridiculous.