COVID-19 (coronavirus) Partner and Customer Statement

Mar 23, 2020
3 minutes

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 executive 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.  


Our People:

First and foremost, the health and safety of our employees is our top priority. In addition to the travel guidance of public health authorities, we have restricted international and domestic travel through the end of April. As of March 16, we have made working from home mandatory for all employees, with limited exceptions, and optimized virtual meetings to help them do so. Our systems and applications support our employees to work securely anywhere in the world and have autoscaled seamlessly to account for the shift.


Business Continuity Planning:

Our customers and partners expect us to provide them with great products, support and services regardless of the conditions or environment. Our business continuity plans have allowed us to continue with our operations and remain available to them. These plans are consistent with industry best practices and include workarounds for possible disruptions to our people, facilities, applications, dependencies, and vendors, and are based on an all-hazards and multi-scenario approach. 

As well as supporting customers to enable their own secure remote workforce, we are fully leveraging Prisma Access to securely connect all employees to the applications they need, both in the cloud and in our data centers or offices. The majority of apps and infrastructure we use are SaaS or hosted in public cloud infrastructure like GCP, AWS and Azure providing resiliency and scalability as needed. 

We have transitioned our internal Security Operations Center 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. 


Supply Chain:

Although some of our components come from China, we manufacture our hardware in the United States. We have ample supplies and spares for a majority of our models, and are closely engaged with our supply chain partners to ensure our customers’ needs are met where possible. As the situation evolves, we will continue to watch our inventories and work to minimize any disruption to the greatest extent, however, delays may be possible.


Services 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, we encourage customers to use the LIVE communities, including the Knowledge Base,  or open a case via the Customer Support Portal.

This statement was updated March 22, 2020.

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