Platinum support

Elevating the customer support experience

Optimal support assistance exactly when you need it the most

Platinum Support, our high-end service offering, enhances your in-house resources with technical experts who are available to support your Palo Alto Networks security Deployment. Platinum Support offers the optimal level of service for organizations that want to work directly with Palo Alto Networks to address their support needs, with 24/7, year-round availability featuring best-in-class response times and advanced assistance.

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.

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Expert assistance

Ensure your security infrastructure is running at peak performance with planned event support, on-site troubleshooting and expert assistance with failure analysis.


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.

At a glance: Platinum 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.