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New Platinum Support and Premium Support Offerings

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!

Platinum Support

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

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


For more information on the new and expanded support offerings, please check the NextWave-Partnerportal or contact your local Exclusive Networks Account Manager.

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