| Marketing Information | SUPPORT PROGRAMS
Two support programs (Premium and Standard) are available to help you address day-to-day challenges in a manner that is most effective for you and your security team. Using phone, web, and a community forum, our team of level-3 engineers is dedicated to the singular purpose of ensuring that your Palo Alto Networks next-generation firewall is protecting your network. Key elements of the two support programs are listed below. - Direct access to product experts (level-3 engineers): Interact with a support engineer who can quickly understand your unique challenges and can bring them to resolution as quickly as possible.
- Case management: Submit, update, check status, and manage support cases on all of your supported Palo Alto Networks products.
- Documentation and FAQs: Access product manuals, technical guides, software release notes, and frequently asked questions (FAQs) to streamline deployments.
- Subscription services updates: To ensure your Palo Alto Networks device is kept up-to-date, devices can pull App-ID, URL database, and threat updates directly from the update servers, or they can be manually downloaded using the support portal.
- Software fixes and feature releases: Stay current with the latest feature updates and software fixes.
- Hardware support: Each support program provides you with a hardware replacement service option to best suit your needs.
- Premium Same-day: provides same-day 4 hour hardware replacement delivery for defective Palo Alto Networks devices and/or parts (requires pre-approval of geographic locations to qualify for this service level).
- Premium Next-Business Day: next-business day shipment of the replacement device or part.
- Standard Return to Depot: the defective device or part is shipped back to the local depot for repair or replacement.
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