{"quote":"The sales and technical account management team was excellent.","score":"7"}

{"quote":"There are no bugs or glitches.","score":"9"}

{"quote":"The professional services engineer was excellent.","score":"6"}

{"quote":"The stability of Prisma Cloud is very good.","score":"8"}

{"quote":"The stability and reliability are excellent.","score":"8"}

{"quote":"If something is beyond their understanding, they reach out to their internal engineering team, and they are able to help us.","score":"9"}

{"quote":"They are quite helpful, and they are aware of the things.","score":"8"}

{"quote":"They are working properly based on the severity and agreed timeline.","score":"7"}

{"quote":"They are working on priority, and they are following their timeline as well.","score":"7"}

{"quote":"If we find something suspicious, we can raise a ticket with the support team.","score":"8"}

{"quote":"We are using the enterprise version, and we are getting the required support.","score":"8"}

{"quote":"They are usually unable to provide support without the involvement of the engineering team.","score":"9"}

{"quote":"Resolutions sometimes take up to two days.","score":"7"}

{"quote":"The engineering team takes a couple of days or weeks to revert.","score":"8"}

{"quote":"The support response time is slow.","score":"8"}

{"quote":"For about 50% of the cases, they have to reach out to their engineering team.","score":"7"}

{"quote":"Overall, it is pretty good.","score":"6"}

{"quote":"While such cases are time-consuming due to limited resources, a global team of engineers can address troubleshooting needs.","score":"8"}

{"quote":"They are pretty good, but sometimes, it does take them a little bit longer to move from level 1 support to a higher-up level when it is a technical issue that they have not dealt with before.","score":"8"}

{"quote":"Their support is average.","score":"5"}

{"quote":"I escalated the case, collaborating with licensing and engineering teams to resolve the API-related issue and restore service.","score":"8"}

{"quote":"More interactive support is required for Prisma Cloud.","score":"9"}

{"quote":"The initial engineer engaged with Prisma Access but encountered licensing problems.","score":"6"}

{"quote":"Sometimes, we do not get an immediate response.","score":"7"}

{"quote":"A recent critical case involved a customer migrating Panorama configuration and experiencing Prisma Access account verification issues.","score":"7"}

{"quote":"The support from the Palo Alto team needs to be improved.","score":"8"}

{"quote":"These cases require engineers to provide half-hourly updates and expedite troubleshooting.","score":"8"}

{"quote":"High-priority cases demand immediate attention and daily follow-up to prevent customer frustration.","score":"9"}

{"quote":"The presales staff wasn't up to the mark.","score":"7"}

{"quote":"They are deep into the technology.","score":"9"}

{"quote":"The technical support was good.","score":"8"}

{"quote":"In AWS, it scales with the cloud and we have found no issues at all with the stability.","score":"8"}

{"quote":"Generally, it's above average.","score":"5"}

{"quote":"Others outsource the support to other countries.","score":"6"}

{"quote":"Some regions have a higher priority and better teams to support clients.","score":"8"}

{"quote":"The quality of Palo Alto support depends on the region.","score":"7"}

{"quote":"Sometimes, their responses were slow or late.","score":"7"}

{"quote":"We had issues when we opened some ports and had no connection.","score":"8"}

{"quote":"We've contacted support during some deployments on Windows servers in order to open ports.","score":"6"}

{"quote":"I rate the technical support a six out of ten.","score":"5"}

{"quote":"I would rate them a nine out of ten because whenever there are issues, they are able to resolve them within the timelines and SLAs.","score":"9"}

{"quote":"The support team wants us to work as per their time, so it is not according to the clients’ needs and time.","score":"8"}

{"quote":"If we have anything to discuss or want to learn something that has been added, we engage the support.","score":"8"}

{"quote":"The solution's technical support team doesn't have enough engineers to handle the cases.","score":"9"}

{"quote":"There is a gap in communication.","score":"7"}

{"quote":"Their support is very good.","score":"7"}

{"quote":"The solution's technical support team doesn't reply on time.","score":"8"}

{"quote":"I would rate them a nine out of ten.","score":"7"}

{"quote":"I rate Palo Alto support seven out of 10.","score":"6"}

{"quote":"Their support is very good.","score":"8"}

{"quote":"If there is ever an out-of-the-box issue, they don't respond to us or take a long time to respond.","score":"9"}

{"quote":"The technical team requires a lot of information for every ticket we submit.","score":"8"}

{"quote":"The technical support team has not been very friendly.","score":"7"}

{"quote":"Sometimes, the team does not respond, and you do not even know if you will get a response.","score":"8"}

{"quote":"You do not even get a valid or contextual answer.","score":"9"}

{"quote":"My rating for the technical support provided by Prisma Cloud is four out of ten because it takes two to three days before support replies to you.","score":"8"}

{"quote":"While they're always responsive, responses may occasionally take some time.","score":"6"}

{"quote":"Technical support is awesome.","score":"7"}

{"quote":"We have a dedicated account manager who provides support whenever needed.","score":"8"}

{"quote":"We used technical support during deployment, and they were very good.","score":"8"}

{"quote":"They need to improve.","score":"6"}

{"quote":"I find their assistance highly commendable, and I would rate it nine out of ten.","score":"8"}

{"quote":"Their technical support isn't on an expert level.","score":"8"}

{"quote":"They are eager to support the customer.","score":"8"}

{"quote":"Support is not just good; it's excellent.","score":"9"}

{"quote":"Both are quite good.","score":"7"}

{"quote":"I think the current team is right now in Ireland and it's in the UK time zone. That works best for us.","score":"9"}

{"quote":"Another is creating tickets and looking into issues.","score":"7"}

{"quote":"The previous team was from the western time zone. That complicated things in terms of scheduling.","score":"6"}

{"quote":"The testing forum exhibits a high level of activity, further demonstrating the abundance of available resources.","score":"7"}

{"quote":"One is always available.","score":"9"}

{"quote":"Most of the engineering folks work out of Dublin and we are in India.","score":"5"}

{"quote":"The forum articles are also well-maintained and provide a massive footprint of information.","score":"9"}

{"quote":"There are two teams.","score":"6"}

{"quote":"Transitioning to the new support team was relatively easy.","score":"7"}

{"quote":"The technical support team has a well-developed portal with consistently updated online documentation.","score":"8"}

{"quote":"Technical support is great.","score":"8"}

{"quote":"Whenever we have issues, we have direct access to their support portal.","score":"8"}

{"quote":"We are in constant communication about issues and operating problems with them.","score":"8"}

{"quote":"We have a biweekly or weekly call with their tech support team.","score":"6"}

{"quote":"The relationship between our management and their team is quite good as well.","score":"7"}

{"quote":"When we have an issue, they take care of it personally if we do not get an answer within the terms of the SLA.","score":"9"}

{"quote":"We are pleased with the level of service.","score":"7"}

{"quote":"The new team is quite helpful.","score":"7"}

{"quote":"Support is prompt.","score":"8"}

{"quote":"Prisma Cloud's support is quite good.","score":"8"}

{"quote":"I would rate the Palo Alto technical team an 8 out of 10.","score":"8"}

{"quote":"Their support is good.","score":"6"}

{"quote":"We acquired the services of their technical support several times which was helpful.","score":"8"}

{"quote":"Every time we call we definitely get a solution.","score":8}

{"quote":"Their technical support comes up with great solutions.","score":9}

{"quote":"Their technical support comes up with good solutions for every difficulty we face.","score":"9"}

{"quote":"With all the capabilities it has and how comprehensive it is, with CSPM, CWPP, and more, we get help from the technical team at Palo Alto.","score":"8"}

{"quote":"Since their one-on-one sessions are based on their availability, I don't get instant assistance when I need it.","score":"8"}

{"quote":"The solution's one-on-one support session should be extended by at least half an hour.","score":"9"}

{"quote":"However, their support through email is good.","score":"6"}

{"quote":"The support team usually provides only a half an hour session, which sometimes is very little for us when the issues are big.","score":"8"}

{"quote":"They come and help us a lot.","score":"7"}

{"quote":"I rate the solution's one-on-one technical support session a six out of ten.","score":"7"}

{"quote":"doesn't take long to resolve an issue","score":"8"}