What does a Platinum customer need to provide in order to ensure a successful onsite engagement?
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Created On 10/25/19 02:34 AM - Last Modified 07/19/22 23:15 PM
Question
What does a Platinum customer need to provide in order to ensure a successful onsite engagement?
Answer
You must provide the Palo Alto Networks Critical Response Engineer with a personnel resource to assist during the visit. The resource must provide the necessary logs/access for troubleshooting the issue. You may need a maintenance window in order to gather the required data.
Testing fixes is not a guarantee from the Critical Response Engineer. This may also be performed by your Platinum Engineer case owner.