Introduction to Platinum Support
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Created On 11/06/19 01:48 AM - Last Modified 06/07/23 01:01 AM
Objective
Platinum Support; our high-end service offering for Next-Generation Firewalls, VM-Series Firewalls, and Panorama Platforms; enhances your in-house resources with technical experts who are available to support your Palo Alto Networks security deployment.
Platinum Support offers the optimal level of service for organizations that want to work directly with Palo Alto Networks to address their support needs, with 24/7, year-round availability featuring best-in-class response times and advanced assistance.
► Compare Premium and Platinum Support
Platinum Support offers the optimal level of service for organizations that want to work directly with Palo Alto Networks to address their support needs, with 24/7, year-round availability featuring best-in-class response times and advanced assistance.
► Compare Premium and Platinum Support
Features
- Feature releases and software updates
- Subscription services updates
- Direct access to a dedicated team of senior engineers
- Platinum Support Response Time
- Online Customer Support Portal
- Case management
- Documentation and FAQs
- Security Assurance
- Planned event assistance
- On-site assistance for critical issues
- Failure analysis
- Next-business-day delivery for parts and hardware replacement
- 4-hour RMA service for parts and hardware replacement (optional)
Benefits
- Direct access to a dedicated team of senior engineers
- Expedited response time when it matters most
- 15-minute response times
- Assisted first responses to orient your investigations and troubleshoot incidents
- Advanced log and indicator of compromise (IOC) analysis
- Next-step security recommendations with referral to qualified incident response partners
- Planned event support to proactively coordinate maintenance, software upgrades, and feature activation
- Dramatically improved security response to aid in investigations
- Assurance that your security infrastructure is running at peak performance
Knowledge Base Articles
Platinum Support
- What is Planned Event Assistance and how do I engage Support Delivery
- What is Onsite Support Assistance?
- How does a Platinum customer initiate Onsite Support Assistance?
- What does a Platinum customer need to provide in order to ensure a successful onsite engagement?
- How do I initiate a failure analysis?
Security Assurance
Additional Resources
A blog by Ed Metcalf
Related Content:
Enabling Best Practices
A series of instructional courses designed to help understand the benefits of using best practices and how to run a Best Practice Assessment.
Customer Support Portal account required
Enabling Best Practices
A series of instructional courses designed to help understand the benefits of using best practices and how to run a Best Practice Assessment.
Customer Support Portal account required
| Palo Alto Networks Support Offering Summary | Premium | Platinum |
| 1. Technical Support | ||
| Telephone Support | Initial Call Response Time | |
| Severity 1: Critical Product is down and customer production environment is critically affected. No workaround available yet. | < 1 hour | < 15 minutes |
| Severity 2: High Product is impaired and customer production is up but impacted. No workaround available yet. | 2 hours | < 30 minutes |
| Severity 3: Medium A product function has failed; customer production is not affected. Support is aware of the issue and a workaround is available. | 4 hours | < 2 hours |
| Severity 4: Low Non-critical issue. Does not impact customer business. Feature, information, documentation, how-to and enhancement requests from customer. | 8 hours | < 4 hours |
| Support Specialist Type | Support Engineer | Senior Engineer |
| RMA (NBD included, 4-hour service optional) | NBD | 4 hr | NBD | 4 hr |
| 2. Security Assurance Incident Support | ||
| Assisted security investigation | •* | • |
| Advanced log & IOC analysis | •* | • |
| Next steps recommendations | •* | • |
| 3. Expert Assistance | ||
| Pre-scheduled event support | — | • |
| On-site assistance for critical issues (after remote troubleshooting) | — | • |
| Hardware failure analysis | — | • |