Platinum Support provides access to:
Feature releases and software updates: Stay current with the latest features and software updates.
• Security Assurance: In the event 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 Networks footprint. Our team will help orient initial investigations, facilitate the collection of logs and indicators of compromise (IOCs), while expediting hand-off to your preferred incident response (IR) vendor.
•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. Platinum Support delivers an enhanced support service-level agreement as specified in table. “Response time” is the time between case creation and when the senior engineer begins investigating the case.You can open cases online or by phone.
• Online Customer Support Portal: A feature-rich platform provides access to product documentation, problem resolution databases, peer-to-peer interaction, and support case management.
• Case management: Submit, update, check status, and manage support cases for all your supported SMT IT Solutions Services via the online Customer Support Portal or Phone or Viber.
• Documentation and FAQs: Access product manuals, technical guides, software release notes, and frequently asked questions (FAQs) to streamline deployments and incident resolution.
• Security Assurance: When you detect suspicious activity in your network, Security Assurance gives you access to our security experts who will help orient initial investigations, facilitate collection of logs and IOCs, and expedite handoff to your preferred incident response vendor.
• Planned event assistance: If scheduled at least seven days in advance, our Platinum senior engineers can assist with proactive maintenance, such as software upgrades or feature activation. Platinum engineers can also be on call to assist during business events.
Note: Event support normally doesn’t exceed four hours.
Pre-scheduled events are not designed for troubleshooting activities. Product installations are excluded.
• On-site assistance for critical issues: For 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, SMT IT Solutions will analyze the replaced unit and send you the results of the investigation