TO OPEN A SUPPORT CASE:
Create a case online (RECOMMENDED) at https://support.paloaltonetworks.com. Include your Palo Alto Networks firewall serial number, problem description, severity, and attach relevant files and screenshots. When you submit your case, you will be offered a selection of articles, which may resolve your issue. If not, your case will be assigned to an engineer who will either contact you by phone or an email generated by comments added to your case. Your email replies will automatically append to the case. You may check the status of your case and provide comments at any time online. See more here.
Call Support for Severity 1 (Network Down) issues. We recommend creating a case online and referring to the case number when calling. Number Below.
Severity 1 – Critical: Product is down and critically affects customer production environment. No workaround yet available.
Severity 2 – High: Product is impaired and customer production is up but impacted. No workaround yet available.
Severity 3 – Medium: A product function has failed and customer production is not affected. Support is aware of the issue and there is a workaround available.
Severity 4 – Low: Product function is not impaired and no impact to customer business. Includes feature, information, documentation, how-to and Enhancement requests from the customer.
Phone: (866) 898-9087