Palo Alto Networks has expanded its support offerings effective November 1, 2019 by introducing Platinum Support and by enhancing Premium Support. Deliver best-in-class support response times, security assurance and expert assistance when customers need it the most!
The new Platinum Support high-end offering for NGFW, VM series and Panorama from Palo Alto Networks provides:
Enhanced Technical Support Response Time: 15 minutes or less for critical (S1) issues, from a dedicated team of senior engineers
Security Assurance: If suspicious activity is detected in the network, customers get access to security experts with unique threat intelligence tools and practices to help incident recovery and response.
Expert Assistance: Senior support engineers provide planned event assistance, on-site assistance, and failure analysis
Premium Support has been enhanced with Security Assurance:
Assisted Security Investigations: Access to security experts with unique threat intelligence tools and practices
Advanced Log & IOC Analysis: Malware and log analysis combined with IOC identification to aid investigations
Security Recommendations: Next-step security recommendations and handoffs to professional IR vendors to help further contain, manage and resolve incidents