Palo Alto Networks Platinum Support Renewal - 1 Year - PA-220 - PAN-SVC-PLAT-220-R

Palo Alto Networks award-winning support organization gives you timely access to technical experts and online resources to ensure your business is protected. We take your success seriously and strive to deliver an exceptional customer experience. When minutes matter, our entire support organization and Authorized Support Centers are there to ensure maximum uptime and streamlined operations.

Platinum Support

Platinum Support, our high-end service offering, enhances your in-house resources with technical experts who are available to support your Palo Alto Networks security deployment. This level includes all features of Premium Support as well as:

• Direct access to a dedicated team of senior engineers: Interact with a senior engineer trained to quickly understand and resolve your unique challenges.
• Platinum Support availability: Enjoy 24/7 support for issues of all severities, with Platinum senior engineers available around the clock to assist.
• Platinum Support response time: Get 15-minute response times for critical issues. To ensure your mission-critical deployment operates at peak performance, Platinum Support delivers an enhanced support service-level agreement (SLA).
• Security Assurance: When you detect suspicious activity in your network, Security Assurance gives you access to our security experts with unique threat intelligence tools and practices for your Palo Alto Networks footprint. Our team will help orient initial investigations, facilitate collection of logs and indicators of compromise (IOCs), and expedite hand-off to your preferred incident response vendor. See our End User Support Agreement for the latest details.
• Planned event assistance: If scheduled at least seven days in advance, our Platinum senior engineers can assist you with proactive maintenance activities, such as software upgrades or feature activation. Platinum engineers can also be on call to assist as needed during business events.
  On-site assistance for critical issues: For critical (Severity 1) issues outside the capabilities of remote troubleshooting, a field engineer may be dispatched to your location at the discretion of the Palo Alto Networks Platinum Support management team.
• Failure analysis: In the event of hardware failure, upon request, Palo Alto Networks will analyze the replaced unit and send you the results of the investigation.