FN-Palo Alto (ASC) Services Overview

24x7 Support Palo Alto (ASC)

Delivering cost-effective support services 24/7/365

Customer Information Technology and Security teams have limited resources to meet business growth priorities as well as changing and complex compliance requirements while continuing to stay on top of constantly changing security threats. As a result, effective product support becomes a time- and resource-intensive process to manage. Keeping qualified engineering staff current on multiple technologies, while managing increasing responsibilities often increases cost burdens and adds workload to already overburdened resources. Enterprises are faced with considerable labor and financial investment requirements to ensure their systems and data are protected. These requirements can quickly drain IT resources. FishNet Security can ease this burden.

Solution

Our 24x7 Support Service s solution is built to work alongside a customer’s internal technology resources to add depth, provide technology and manufacturer best practices, along with assisting in product case management around the clock. Available 24/7/365, our Palo Alto (ASC) services teams provide expert-level product support that is certified and audited by the manufacturer. In addition to our internal escalation model, our support teams have high-level, backline access to Palo Alto Support Center engineers when needed. 

Benefits

  • Service levels tailored to meet specific customer requirements
  • Access to effective technology experts at all hours
  • Real-time response to customer case management, combined with ongoing product expertise for continuous security process improvements
  • Ensure ongoing configuration assistance when needed.
  • Offers product bundling to gain access to a single source of product experts with extensive manufacturer product expertise. 

Service Details

FishNet Security’s 24x7 Support Services focused on Palo Alto Networks technology provide  the flexibility you need to customize your support services, while often reducing cost in the process.   
24x7 Palo Alto (ASC) Support Services include:

  • Unlimited enterprise-level 24x7 phone support
  • Access to Palo Alto support tools online
  • Creates high-touch customer partnerships
  • Proactive support methodology and systems
  • Certified and audited by the manufacturer to provide these services
  • Highly leveraged vendor relationships to deliver expedite manufacturer escalation
  • FishNet Support Web Portal with: 
    • Authenticated secure access to online case management
    • Historical case information
    • Multi-product knowledgebase
    • Dynamic security-focused content
  • Product Software Download Assistance
  • Hardware Replacement (RMA) Assistance worldwide - Depending on the selected option, the following hardware replacement services are available:
    • Return to Factory (RTF)
    • Same Day Shipment (SDS)
    • Guaranteed Next Business Day Arrival (NBD) *service level must be verified as available in country at the time of sale. 
    • Guaranteed 4 Hour Arrival (9x5x4hrs or 24x7x4hrs) *service level must be verified as available in country at the time of sale. 

FishNet’s highly trained and certified Palo Alto engineers are ready to assist customers with all PA series Next Generation Firewall configurations, break-fix case management and systems upgrade best practices performed by industry-leading product experts. Our service delivery infrastructure provides Level 1 and Level 2 support on a 24x7 basis, including a support center LAB capable of replicating problems on App-ID, User-ID and Content-ID platforms.