Technical support from Palo Alto is very strong. Whenever I've had problems, they've been able to help me out, every single time. I've gone to them with some pretty complex stuff and they will sit with you until it's done. They have technical support that follows the sun, so if I've got somebody who is in the same timezone and their shift ends, they will transfer me to another person who is just starting their day and can spend another eight hours with me, if necessary. 

The biggest lesson that I learned from using this solution is not to hesitate to call support. You're going to bang your head against the wall trying to figure things out, and meanwhile, these guys are just sitting there waiting to help you. They will figure things out a lot faster than you will. 

Technical support for Palo Alto Networks WildFire is good.

The technical support services are good.

The support is actually a gift. We have a great relationship with them since it's great software and the support team is really good.

Technical support is very good. However, it does depend on what service tier you are at - whether premium or standard. 

The support from Palo Alto Networks WildFire could be better.

A long-term customer who has been purchasing Palo Alto products from us for the past five or six years experienced major issues. Despite raising the issue with about ten tickets, the customer did not have an account manager at Palo Alto that we could turn to for assistance. Furthermore, the support team was not responding to their messages or the tickets they opened. Consequently, I had to take action to assist the customer. Unfortunately, I did not receive any response either. It took about four or five months for us to receive a reply, which was not even from Palo Alto but from the distributor we purchased the solution from. We cannot buy directly from Palo Alto. Ultimately, it was the distributor who helped us, as Palo Alto did not resolve the case.

Their support is fantastic. You can call them and have a technician sitting with you at three o'clock in the morning to help you through things.

The solution's technical support is good, but my company prefers to use vendor support, which is not that much useful. My company plans to receive direct support from Palo Alto Networks.

The support from Palo Alto Networks WildFire is good.

I rate the support of Palo Alto Networks WildFire a four out of five.

I have never needed to contact technical support.

Palo Alto Networks' technical support is excellent. They have consistently provided prompt assistance whenever needed, and we are satisfied with their service. I would rate their support as a nine out of ten.

Customer Service:

Customer service is excellent. Their support is top-tier for sure.

Technical Support:

Technical support is excellent. Their support is top-tier for sure.

I rate the technical support a nine out of ten.

Technical support is responsive when we have used their services.

We have used the technical support for analysis purposes. They are sound, and the testing system and updates are good. They proactively give us updates, and they are doing a good job. I rate the technical support an eight out of ten.

We get support in the free version. 

When you contact support, there is no guarantee that they will be available to help you tackle the issue that you are facing. Sometimes you are left on the phone for three or four hours before you can speak with an engineer, which is very, very poor. If you have an emergency situation or a network outage of severity-one, then you cannot wait for hours to support your clients.

Technical support is very good. In Vietnam, we work directly with Palo Alto engineers.

Technical support is fine. We haven't had issues with them when we need help. 

We're a managed service, so we've got to fill in the middle that's running interference for us.

We used tech support to help us implement the product initially. 

On a scale from one to ten, I would give technical support a seven.

Their technical support is outstanding and top-notch.

Technical support was perfect. That said, it's hard to escalate. We're mostly happy with technical support. It's just that the escalation process takes too much time.

Their technical support is excellent.

I have never accessed PAN (Palo Alto Networks) technical support regarding this feature.

With five being the highest and one being the lowest, I'm scoring the technical support for Palo Alto Networks WildFire a four. They're very, very good, but there is still room for improvement when some issues become more complex. If you understand the system, then you'll also understand why it is like it is.

Technical support is alright but we have to wait for a while.

We don't have a lot of contact with technical support but when we do, they are pretty quick.

We have not had any issues that required going outside of our own technical team.

The Palo Alto team in Poland is very small, so getting an engineer's time can be a challenge.  If you have a small team then it's hard to support everybody. The local distributor has taken over some of the responsibilities for solving technical issues that customers have.

My thinking is that we don't have to contact technical support with serious issues because we don't have big problems with the product. I'm sure that there are bigger customers in need of support, and it may be lacking in Poland, but of course, there is an international team that can handle issues as well.

Palo Alto's customer support is good. They are awesome. I would rate them nine out of ten for technical support services.

Both customer server and technical support are very good.

In our case, before we contact Palo Alto Networks technical support, we can contact the Palo Alto Networks local distributor, who provide Palo Alto Networks technical support locally.

We came across some issues with the Palo Alto support team, but overall their support is okay.

Most of the time their technical support has been perfect. A few times a few of the tech support engineers did not have strong knowledge. Overall, though, it's good. 

Technical support is fine. We have never needed to contact them regarding WildFire.

If it is Arrow support, it's pathetic. I wouldn't recommend them. However, if you go directly with the PA team they are the best tech junkies I have worked with.

6/10.

Great when I was at a large company but average or less than average at a small company.

Overall their support people are better than most tech companies.

Palo Alto support is very slow in this region.

I have found the technical support responsive.

I have not had issues with technical support of this solution.

We've dealt with technical support in the past. Once you open a ticket from the support portal, you will be assigned an engineer. That engineer will only focus on your case until it is solved. It's unlike other vendors that don't necessarily give you the same engineer or service representative for the same ticket. It offers good continuity when there are issues to be resolved. We've been quite satisfied with their level of service.

Customer service is very friendly and responsive to any request.

I have found the tech support to be impressive. Support agents are available 24/7, and I have never waited for more than an hour to speak with an agent. I would consider the first team you call to be equivalent to most level two or three engineers.

They provide a medium level of technical support.

Technical support is working fine. They have helped us a lot.

Technical support is excellent, I would rate it a 10/10.

The technical support is good.

I have not been in contact with technical support, although my colleagues tell me that the experience with them is very good.

The technical support is good; they provide good service.