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Support your customer after the sale and beyond
Security
Enterprise Computing Solutions – Australia
Support Services
ChannelSupport Helpdesk Service for Palo Alto Networks
Support your customer
after the sale and beyond
Premium Support Services
Channel Support Helpdesk Service for Palo Alto Networks
Support your customer
after the sale and beyond
ChannelSupport Helpdesk Service for Palo Alto Networks
Managing a complex install base with multiple vendor solutions, licences and devices with minimal resources is a significant challenge for many businesses. Partners have an opportunity to deliver a valuable support service to their Palo Alto Networks customers with the support of NEXTGEN.
Our Channel Support service for Palo Alto Networks is a dedicated 24x7* Technical Assistance Centre that ensures your IT infrastructure is supported to minimise downtime and reduce impact to productivity.
Expand your Palo Alto Networks capabilities and opportunities without making significant investments in skills or resources.
Our commitment to you
Channel Support offers a range of services to support your technical assistance requirements:
✨Our helpdesk is manned by Palo Alto Networks expert certified technical engineers✨We deliver on agreed SLAs
✨Portal communication
To submit your support request create a ticket by accessing the portal.
Expand your Palo Alto Networks capabilities and opportunities without making significant investments in skills or resources.
Access NEXTGEN | Exclusive Networks Support Portal
To request support, you must Sign-up or Login to access NEXTGEN| Exclusive Networks Support Portal
Dedicated Palo Alto Networks-ANZ group
Simple ticket creation
Easy registration for tracking your customer tickets history
- Support requests can be submitted via email at any time
- Only Severity 1 issues will be worked on during non-business hours.
- For escalations only, please contact the email paloaltonetworkssupport@nextgen.group
Palo Alto Networks ASC
Channel Support is a Palo Alto Networks 24x7x365* Authorised Support Centre offering the following capabilities:
- Palo Alto Networks ASC – RMA and Case Management
- Certified Level 3 Engineers
- Escalation to Level 3
- Case management on behalf of the manufacturer
- Support system linked to NEXTGEN ’s systems for in-country RMA services
- In-house lab for replication of issues
*For Sev 1 issues only
Adds on
- NEXTGEN Assist install packs available for purchase
- Pre-configuration of Palo Alto Networks’ firewall for mass VPN rollout
Are you entitled to support?
If you have purchased Palo Alto Networks support SKUs that contain the term BKLN then you can contact NEXTGEN Channel Support for support. If the support SKU contains PREM then support is to be handled by Palo Alto Networks directly. In either case contact the escalation email paloaltonetworkssupport@nextgen.group
Severity Definitions and Support
|
Severity Type |
Definition |
Initial Response Time* |
Target follow-up times |
After Hours availability |
|
1 – Critical |
|
Under |
Constant communication until issue has been resolved or work around is found |
24x7x365 |
|
2 – High |
|
Under |
One update |
No |
|
3 – Medium |
|
Under |
One update |
No |
|
4 – Low |
|
Under |
One update |
No |
* these times should be taken as industry standard. Median, 95th percentile and maximum response time.
Definition
- Product is down
- Critical impact to the customers’ production environment
- No workaround is available
Initial Response Time*
Under 30 minutes
Target follow-up times
Constant communication until issue has been resolved or work around is found
After Hours availability
24x7x365
Definition
- Product is impaired
- Customers’ production environmentis still working but impacted
- No workaround is available
Initial Response Time*
Under 60 minutes
Target follow-up times
One update per day
After Hours availability
No
Definition
- A product function has failed
- The customers’ production environment is not impacted
- The customers’ support is aware of the issue and a workaround is available
Initial Response Time*
Under 4 Hours
Target follow-up times
One update every 3 days
After Hours availability
No
Definition
- Non-critical issue
- Does not impact the customers’ business
- Requests for feature information,documentation, “how-to” and enhancements
Initial Response Time*
Under 8 hours
Target follow-up times
One update per week
After Hours availability
No
Severity Definitions and Support
Definition
- Product is down
- Critical impact to the customers’ production environment
- No workaround is available
Initial Response Time*
Under 30 minutes
Target follow-up times
Constant communication until issue has been resolved or work around is found
After Hours availability
24x7x365
Definition
- Product is impaired
- Customers’ production environmentis still working but impacted
- No workaround is available
Initial Response Time*
Under 60 minutes
Target follow-up times
One update per day
After Hours availability
No
Definition
- A product function has failed
- The customers’ production environment is not impacted
- The customers’ support is aware of the issue and a workaround is available
Initial Response Time*
Under 4 Hours
Target follow-up times
One update every 3 days
After Hours availability
No
Definition
- Non-critical issue
- Does not impact the customers’ business
- Requests for feature information,documentation, “how-to” and enhancements
Initial Response Time*
Under 8 hours
Target follow-up times
One update per week
After Hours availability
No
* these times should be taken as industry standard. Median, 95th percentile and maximum response time.
Additional Support
Designated Technical Support Engineer
Yes – per case
Return and Repair Hardware Replacement
Escalation and management of the RMA requests
Security Assurance
Yes – optional add-on
Failure Analysis (HW)
Yes – optional add-on
On-site Troubleshooting Assistance
Yes – optional add-on
Planned Event Assistance
Yes – optional add-on
General Enquires:
nextgen.group/contact
Via email: paloaltonetworkssupport@nextgen.group
Submit support ticket here
Level 8, 153 Walker St
North Sydney NSW 2060
+61 2 9119 4200
info.au@nextgen.group