Being safe and secure


To all our customers,

The coronavirus (COVID-19) outbreak has changed the way we interact, work and live our daily lives. In these times of unprecedented uncertainty, I am reaching out to update you on how we are responding to the situation at Palo Alto Networks and what this means for our employees, customers and partners.

Like you, Palo Alto Networks is adapting to the COVID-19 pandemic and its impacts to help ensure the health and wellbeing of our communities. Our team is closely monitoring the situation and is in constant discussion to ensure we are doing the best for our people, our customers and partners. We’re here to help as you adapt—below is what we’re doing to respond.  

First and foremost, our thoughts are with those who have been affected personally by the outbreak of the virus, as well as the many communities around the region and the world that are facing extreme measures in the attempt to slow its spread. At the same time, we deeply appreciate our healthcare workers, government agencies and essential services providers who are working tirelessly on the front line to contain the virus and fighting for us to resume our normal lives.  

Supporting our employees

During this time, we feel a heightened sense of responsibility towards ensuring the health and safety of our employees, as well as of customers and partners. I wanted to reassure you that at Palo Alto Networks, we have business continuity plans in place and will continue to be available to our customers and partners. In most cases this will be remote to ensure that we are cognizant of the health and safety needs of all parties concerned. 

Notable actions include but are not limited to: 

  • Working from home is now mandatory for all offices

  • Strictly no visitors or family in the office at this time

  • Both international and domestic travel will be avoided. During this time, we will be opting for Zoom meetings whenever possible

Supporting our customers

We are also hearing from many of our customers that they are rapidly scaling remote work options for their employees during this challenging time. As organisations do this, it’s key that they ensure they can securely and rapidly connect to all of the applications they need, including SaaS, cloud and data center apps. 

We have a number of solutions ready to help our customers secure their remote workforces, and we have ramped up our support to help. These include:

  • GlobalProtect for our existing Next-Generation Firewalls customers: Every Palo Alto Networks Next-Generation Firewall is designed to support always-on, secure access with GlobalProtect. We have had several customers ask us about expediting additional hardware capacity as their remote workforces grow. We have analysed our supply chain and inventory position, and we’re ready to help in any way we can.

  • Prisma Access: Prisma Access is a globally distributed cloud service that scales automatically to provide the needed capacity for remote workers. It offers the same security functionality as our next-generation firewalls, but without the need to deploy new infrastructure. As the situation changes globally, this means organisations can maintain business continuity as Prisma Access will auto-scale to wherever capacity is needed:

  • If you would like Prisma Access, we understand time is of the essence, so we are offering free, accelerated deployment and onboarding of your remote users. 

  • For existing Prisma Access customers who need additional capacity, we have you covered for any unanticipated spikes for mobile users, at no additional cost for 90 days. 

  • We have also transitioned our internal Security Operations Center (SOC) to a remote model in which all our analysts are working from home—the SOC is fully operational and continues to monitor for threats as our own user population shifts to remote work via Prisma Access.

  • Customer Service and Support: While we have shifted largely to remote working, our Service and Support operations are fully operational and continue to meet the support needs of our customers and also help them transition to a secure remote workforce. For questions or support, I encourage you to use the LIVE communities, including the Knowledge Base, or open a case via the Customer Support Portal. 

I have provided below contact details of our sales and support team should you wish to learn more:

Please also sign up at to receive invitations to learning sessions, workshops, Unit 42 threat alerts and cybersecurity tips.

Our commitment is to support you in any way possible so that we can emerge stronger from this crisis. As we go forward, we will be sure to keep you updated and connected. If we can help in any way, please let us know.

Yours Sincerely,

Simon Green

President of JAPAC.