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Platinum Success

Elevating the customer support experience

Optimal support assistance exactly when you need it the most

Platinum Success, our high-end service offering, strengthens your in-house resources with technical experts who are available to support your Palo Alto Networks security optimization. Platinum Success builds on all the benefits offered in our Premium Success plan - like 24/7 availability - while enhancing your support with access to senior technical expertise, expedited response times and more.

Expedited response

Benefit from direct access to a dedicated team of engineers with the fastest response times – <15 mins for Severity 1 issues – to fix any problems.

Security assurance

Leverage our security experts to dramatically improve your security response to aid in investigations and recovery.

Expert assistance

Interact with senior engineers trained to quickly understand and resolve your unique challenges.

Benefits

Expedited response time when it matters most, with 15-minute response times for high severity issues.

Security Assurance for assisted first responses to orient your investigations and troubleshoot incidents.

Planned event support to proactively coordinate maintenance, software upgrades and feature activation.

Next-step security recommendations with referral to qualified incident response partners dramatically improves security response to aid in investigations.

Awards

TSIA certification recognizes that Palo Alto Networks meets the highest industry support standards and has achieved Global Rated Outstanding Assisted Support for a seventh consecutive year.

Palo Alto Networks, Inc. has been recognized by J.D. Power for seven consecutive years for providing “An Outstanding Customer Service Experience” for its Assisted Technical Support.

2019 Star Award for Innovation in Customer Portals

Palo Alto Networks, Inc. has been recognized by J.D. Power for four consecutive years for providing “An Outstanding Customer Service Experience” for its Assisted Technical Support.


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