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Palo Alto Networks

Palo Alto Premium Support - Extended Service (Renewal) - 3 Year - Service

24 x 7 x Next Business Day - Service Depot - Exchange - Parts - Electronic and Physical

SKU
PAN-SVC-PREM-GP-100-1K-3YR-R
Category
Services

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SKU
PAN-SVC-PREM-GP-100-1K-3YR-R
Category
Services

Overview

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.

Highlights

  • Helps keep your system maintained through scheduled support, contributing to more predictable management of ongoing equipment needs
  • Parts Replacement service is included to assist you with resolving issues and address problems through the available support features
  • Service depot support is provided at a designated facility, offering assistance that follows defined service processes for handling equipment issues
  • Electronic and Physical represents the service sub type included to keep service convenient and ensure it remains simple to use
  • Parts service characteristics define features intended to support convenient use and assist with routine operational needs
  • Next Business Day - Parts service response time helps accommodate service needs within the defined response window
  • 3 Year service duration specifies how long the service is available, helping ensure support remains accessible throughout the defined timeframe

Specifications

Product TypeService
Manufacturer Part NumberPAN-SVC-PREM-GP-100-1K-3YR-R
Product SupportedPalo Alto PAN-GP-100 Appliance
Provided SupportParts Replacement, Phone Support
Service Description24x7xNext Business Day
Service Duration3 Year
Service NamePremium Support - Extended Service (Renewal)
Service LocationService Depot
ManufacturerPalo Alto Networks
Brand NamePalo Alto
Service Main TypeExchange
Service Sub TypeElectronic and Physical
Service CharacteristicParts
Service Response TimeNext Business Day - Parts

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