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Palo Alto Networks Enterprise Support Agreement

The authorized help desk partners are trusted advisors to us who are committed to continuous improvement. When problems arise, our ASC partners are there to quickly and competently resolve any issues and technical support challenges that come their way. If you choose to work with one of our ASC partners, a qualified expert will be able to provide you with a quick response and solution to your problem while ensuring you receive the best possible quality of service. Our award-winning support organization gives you timely access to technical experts and online resources to keep your business safe. We take our responsibility for your success seriously and continually strive to provide an exceptional customer experience. Our entire support organization and authorized support centers are there to ensure maximum uptime and streamlined operations. For our customers who want a personalized level of support, our targeted services provide a dedicated customer representative and technical expertise to manage and prioritize case processing, root cause analysis of critical issues, proactive alerts and upgrade planning, recommendations, and other personalized services. In the face of an ever-growing and rapidly changing threat landscape, Palo Alto Networks` innovative support programs have helped its customers prevent successful cyberattacks and reduce the cost and complexity of operations. We have also been recognized by J.D. Power, TSIA and others for our outstanding support service. See the Spotlight datasheet for current rewards services Eligibility: Support is available for enrolled devices with active support licenses. Standard support provides basic services for maintaining your Palo Alto Networks deployment to ensure that your security infrastructure protects your business.

Access to technical support and online resources during business hours keeps your security infrastructure running smoothly. The Platinum Support Offering is a best-in-class support solution that gives you the experts you need to keep your business safe. Platinum Support provides the fastest response times with a dedicated team of senior engineers to resolve support issues. Next business day delivery is subject to certain restrictions. For more information, see the RMA process policy (www.paloaltonetworks.com/content/dam/paloaltonetworks-com/en_US/assets/pdf/datasheets/support/rma-process-policy.pdf). When minutes count, count on the fast and competent support of Palo Alto Networks®. Our organization and global support resources help you maximize availability, minimize risk, and streamline operations. ** This support option is only available for hardware located in a specific area of a Palo Alto Networks service location. It includes all benefits of Premium Support or Targeted Services (if any) as well as Palo Alto Networks` commercially reasonable efforts to provide you with a replacement RMA within four hours of the issuance of replacement RMA hardware. Premium Support is ideal for organizations that want an integrated approach to protecting their critical assets while maximizing operational efficiency. Premium support will meet your support needs with 24/7 support, all year round, and stay up to date with the latest product and feature upgrades. Enrollment: Register your device and create an online account at support.paloaltonetworks.com.

Enter your Palo Alto Networks firewall serial number and customer account number in your order summary. Eligibility is verified and your access to the support portal is available for online services. Once your account is created, you can either add additional users from your company or ask your users to sign up for yourself. You can manage your firewalls by: Palo Alto Networks` online services provide you with time-saving tools to solve problems, answer questions, and improve your knowledge and skills. In addition, you have the opportunity to be a member of many accounts when managing devices for other companies. + Standard support is not available outside the United States. Access all customer and technical resources so you can proactively manage your Palo Alto Networks infrastructure. Learn more Support Resource Guide Get global resources to protect and optimize your business Get help: Once signed up, the following options are available: * Requires premium support on all covered devices. Early Exchange – Next Business Day Delivery ***. . . .

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