How does a Platinum customer initiate Onsite Support Assistance?

How does a Platinum customer initiate Onsite Support Assistance?

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Created On 10/25/19 02:19 AM - Last Modified 07/19/22 23:15 PM


Question


How does a Platinum customer initiate Onsite Support Assistance?

Answer


Your Platinum Engineer case owner will initiate the onsite approval process. Confirmation of the onsite support and the duration required will be mutually agreed upon by you and Palo Alto Networks. Once the onsite request has been approved, the Critical Response Team Engineer will be in transit within a mutually agreed upon time frame (visa and weather dependent).
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