10-17-2025 06:53 AM
Probably not the answer that you're looking for, but there's a limited amount of actual staff that monitor the forums that can actually provide direct case assistance. Escalation through your SE and AM if you have them will get you more direct assistance.
I'll also just validate your experience, having direct PAN support has been a curse for years at this point not a blessing. The support that you'll receive is largely appalling and your experience is extremely far from abnormal when dealing with support. If you can get vendor led support upon your next renewal you're actually more likely to have a better experience, and the fact that that's true should never be an acceptable statement for the company that makes the product. They've outsourced the majority of their support for those that can't afford or justify a dedicated support engineer.
If you can detail the issue that you're having someone may be able to provide assistance, but I've absolutely hated the continual LIVE message ever since they introduced it years ago. A community forum that is largely supported by ... get this, the community of PAN customers, is not something you should constantly have to hear about when you're opening a ticket and trying to get immediate support. It makes sense for all of the configuration assistance tickets that get opened, but when it comes to actual critical issues there's likely not much the community can offer you.
