When minutes count, count on the fast and competent support of Palo Alto Networks®. Our organization and global support resources help you maximize availability, minimize risk, and streamline operations. For major releases of features, Palo Alto Networks will respond to customer support requests for 24 months from the release date. However, bug fixes, major and minor maintenance releases, hotfixes, and vulnerability patches are limited as follows: Eligibility: Support is available for devices registered with active support licenses. Support can include technical support, bug fixes, maintenance releases, workarounds, and fixes for critical errors. Software embedded in hardware devices will continue to be supported in accordance with the Software End of Life Policy (below). Software support can include technical support, bug fixes, maintenance releases, workarounds, and fixes for critical errors. In the face of an ever-growing and rapidly changing threat landscape, Palo Alto Networks` innovative support programs have helped its customers prevent successful cyberattacks and reduce the cost and complexity of operations. We have also been recognized by J.D.
Power, TSIA and others for our outstanding support service. See the Spotlight datasheet for current Rewards Services End of Life: The Last Day a Palo Alto Networks Product Is Supported. For SaaS products, the cloud service would stop on the last day. Software embedded in hardware products will continue to be supported in accordance with the Software Release Support Policy (below). In addition, the last main and auxiliary functions available for the hardware product will continue to be supported throughout the end-of-life cycle. Software support can include technical support, bug fixes, maintenance releases, workarounds, and fixes for critical errors. Our award-winning support organization gives you timely access to technical experts and online resources to keep your business safe. We take our responsibility for your success seriously and continually strive to provide an exceptional customer experience. Our entire support organization and authorized support centers are there to ensure maximum uptime and streamlined operations. Next business day delivery is subject to certain restrictions. For more information, see the RMA process policy (www.paloaltonetworks.com/content/dam/paloaltonetworks-com/en_US/assets/pdf/datasheets/support/rma-process-policy.pdf). Important feature versions are supported for 24 months from the date of release.
Support includes technical support, workarounds, and bug fixes. The Platinum Support Offering is a best-in-class support solution that gives you the experts you need to keep your business safe. Platinum Support provides the fastest response times with a dedicated team of senior engineers to resolve support issues. A product must be covered by a support contract to receive support. As the container ecosystem continues to evolve, there are third-party requirements that can also affect support. For example, Prisma Cloud Compute Edition cannot effectively support third-party software that the vendor (or project) itself no longer supports, including operating systems, orchestrators, and host registries. Prisma Cloud Compute Edition has an `n-1` support policy, which means that the current version (`n`) and the previous version (`n-1`) are supported. Standard support provides basic services for maintaining your Palo Alto Networks deployment to ensure that your security infrastructure protects your business. Access to technical support and online resources during business hours keeps your security infrastructure running smoothly. Hardware replacements or spare parts are available for 5 years after the end date of sale, provided that a valid support contract is maintained permanently on the product. At Palo Alto Networks` discretion, the hardware may be replaced with a similar or equivalent product. For mobile apps (Android, Chrome, iOS, Windows UWP): Only the latest version is supported because app stores do not allow the distribution of multiple versions of an app.
Palo Alto Networks will provide technical support for a period of 5 years after the end of sale date, provided that a valid support contract is maintained at all times for the product. The authorized help desk partners are our trusted advisors who are committed to continuous improvement. .