Palo Alto Networks Traps Customer Service and Technical Support

Luke Teeters
Lead IT Security Analyst at a mining and metals company with 1,001-5,000 employees
The technical support has gotten better over the years. When they first started Traps, the support was overseas, and there was a language barrier being from the United States. Over the years, they have distributed that support throughout their company. Now, we will call and get someone in the United States, so there is no language barrier, which is an improvement. I feel like the support group has definitely improved over the years. If I call now, I'm positive I'm going to get someone who knows the product very well and is going to help me to resolve whatever issue I'm seeing. We have had weird issues, and they actually have done forensic analysis of what was going on. They have adjustments to future dynamic updates because of these issues. Thus, we have had an impact on the product by bringing them an issue, then having them correct it. View full review »
Amjad Khan
Information Technology Manager at a hospitality company with 10,001+ employees
In this region, I find there are not many good engineers available for Traps. The one guy who specializes in the work functionality, if any issue comes up, might not be available in the country. Therefore, it's a challenging to get the specialized person who knows how to troubleshoot and get the fix. Otherwise, we have to wait for at least 24 hours to get support and results. If an issue comes up because of a new version which we deployed and updated has any changes, we need support immediately, not in 24 hours. For example, we don't know what changes were made to which parameters, what we need to disable or activate, and if they blocked any of the applications, then our operation will get stuck. View full review »
Network Manager of Cyber Defence at a government with 1,001-5,000 employees
The technical support from the consultant was very good. I don't remember having to talk to Palo Alto directly. I had an issue, but I talked to the consultant and then he escalated it. View full review »
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Omar Sánchez (Mr.Tech)
Information Security Advisor, CISO & CIO, Docutek Services at Docutek Services
The technical support is very good. View full review »
Rob Haller
Security Engineer at US Acute Care Solutions
I would describe Palo Alto's technical support as audio waterboarding. They have the worst support, as a company, that I have ever worked with, as they are difficult to get a hold of and keep on the phone. They don't know what they are talking about when you get them on the phone. They don't like to respond to messages when you send them to them. They like to "research problems" for weeks on end, then pass you off to somebody else. View full review »
Security Consultant at a tech services company with 51-200 employees
I would not say that technical support is bad, but it's not that good. It could be better. Basically, they don't provide customer support tools just to investigate the logs. From a reseller or authorized center for Palo Alto, I can't get that much information from the logs because it's a bit complicated. If they have support tools, for example, to analyze the logs as they have for the Palo Alto firewall. They don't have for this for Traps. They need to have some tools to analyze the logs. We can generate something called tech support files from Traps, but it's useless. Nothing's there. You will not get that much from the tech support file. But for the firewall, if we get the tech support file and upload it to somewhere they have some tools, we can get many useful logs and alerts. For Traps, this is not possible. View full review »
Saidatta HIndlekar
Manager Information Technology at Avendus Capital Pvt. Ltd
Technical support is good but people need better knowledge of that particular product. I don't think it's well-known in India. If we asked someone about using Traps they would ask, "What is Traps?" Compared to other products like Symantec and Trend Micro, Traps is not well-known endpoint protection. The engineers also don't know much about it, so Palo Alto needs to promote knowledge of this product. I go through the vendor for support first. If the vendor doesn't resolve the issue then they log the case with Palo Alto. We haven't had any incidents that had to go to Palo Alto. Everything has been resolved by the vendor so I don't know about the direct support of Palo Alto, except that the Palo Alto firewall is a very stable brand. There's no issue. View full review »
Raul Rivera
Cybersecurity Engineer at GFR Media
Palo Alto Network's technical support is excellent. View full review »
Consultant at a mining and metals company with 51-200 employees
Support response was very fast. I'm satisfied with the support. View full review »
Augusto Jose Garcia
SOC Analyst at a tech services company with 201-500 employees
Technical support has been very good. View full review »
Find out what your peers are saying about Palo Alto Networks, Symantec, Cylance and others in Endpoint Protection for Business. Updated: September 2019.
370,827 professionals have used our research since 2012.
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