{"quote":"I rate Palo Alto support 10 out of 10.","score":"8"}

{"quote":"Palo Alto provides good support","score":"7"}

{"quote":"The support is helpful.","score":"6"}

{"quote":"We have repeatedly contacted technical support to address issues encountered by both ourselves and our clients.","score":"8"}

{"quote":"Lower priorities may take 24 hours.","score":"6"}

{"quote":"For issues rated as a high priority, they provide assistance within one to two hours.","score":"9"}

{"quote":"When you send them a message, you get a response in a minute or two.","score":10}

{"quote":"They have different levels of support, critical, high, medium, and low.","score":"8"}

{"quote":"They answer all my questions even if it's after hours.","score":9}

{"quote":"The technical support is slow to respond.","score":"8"}

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

{"quote":"Their product team has been helpful.","score":7}

{"quote":"I rate Palo Alto support nine out of 10.","score":8}

{"quote":"When you begin to deal with production workloads, issues need to be resolved faster.","score":"9"}

{"quote":"They always help me resolve my tickets with minimal downtime.","score":"9"}

{"quote":"The technical support team is good.","score":"7"}

{"quote":"I've dealt with technical support, They are good, however, the turnaround time is slow.","score":"8"}

{"quote":"They have been good so far","score":"7"}

{"quote":"They meet the SLAs","score":"8"}

{"quote":"This level of service is highly impressive.","score":"8"}

{"quote":"The technical support is dedicated and they respond quickly.","score":"8"}

{"quote":"their support is good enough","score":"7"}

{"quote":"Whenever I have issues with the solution, I will get an immediate response from the product team and they will try to close the issue as soon as possible.","score":"10"}

{"quote":"I am very happy with the customer service.","score":"7"}

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

{"quote":"Unfortunately, we faced some issues at one point, but they were resolved within the designated timeframe.","score":"8"}

{"quote":"We were uncertain about the potential impact of deploying a new tool in the infrastructure.","score":"8"}

{"quote":"Prisma Cloud's technical support team used to resolve all our issues within no time.","score":"8"}

{"quote":"It was crucial to address the issues promptly because the entire infrastructure was at stake due to its complexities.","score":"9"}

{"quote":"Based on feedback from our clients, their technical support is exceptional.","score":"8"}

{"quote":"The support was excellent, and the conversation went well.","score":"7"}

{"quote":"We are an advanced partner, rather than an end user, which grants us easier access to technical support compared to clients.","score":"7"}

{"quote":"Prisma Cloud is relatively expensive.","score":"8"}

{"quote":"The tech support provided by Palo Alto is excellent, without a doubt.","score":"9"}

{"quote":"When we go through the toll-free number to submit a case, they suggest that they are working on it, but sometimes they don't give solutions for such cases for some time.","score":"7"}

{"quote":"They'll tell us what updates have happened, what improvements have happened, et cetera.","score":"7"}

{"quote":"But I'm expecting a more responsive service on their side because sometimes it can even take a week to get a response back from the engineering team.","score":"9"}

{"quote":"We also have a weekly knowledge-sharing session where Prisma Cloud's personnel come in and make a 30-minute presentation and address the enhancement requests that we put in.","score":"9"}

{"quote":"From time to time we experience delays in support for critical scenarios.","score":"8"}

{"quote":"If Prisma Cloud has any new improvements or any updates that we might be interested in, he brings them up on those calls.","score":"7"}

{"quote":"We have a dedicated account manager from Prisma Cloud who has an office hours session every Monday, and he also attends our standup calls.","score":"8"}

{"quote":"This was beneficial because, most of the time, we would go to our account team instead of the technical support, and our issues would be resolved quickly.","score":"9"}

{"quote":"In my previous project, we had a dedicated team associated with the account, so we did not have to pay for support.","score":"8"}

{"quote":"There are times when we have a question and they give us a general answer that is not helpful.","score":"9"}

{"quote":"Sometimes, when an issue becomes pretty complicated, it can span a week because it is transferred to different people.","score":"6"}

{"quote":"They can be slow to respond and not professional enough.","score":"8"}

{"quote":"Technical support is excellent.","score":"9"}

{"quote":"I get answers within a day or two, at most.","score":"7"}

{"quote":"They are very invested and proficient.","score":"9"}

{"quote":"The technical support is not good at responding to questions compared to other companies.","score":"7"}

{"quote":"I have contacted their tech support many times, and they are pretty quick.","score":"8"}

{"quote":"Prisma Cloud's customer service is pretty great.","score":"5"}

{"quote":"They are polite and have good communication skills, but my requirement from the support team is not getting fulfilled.","score":"7"}

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

{"quote":"Today, I won't recommend Palo Alto Prisma to someone because I'm not confident about their support.","score":"9"}

{"quote":"Support is definitely something that they should look into.","score":"6"}

{"quote":"This is not just for one ticket. There have been a couple of other tickets where I've faced similar issues with Palo Alto.","score":"9"}

{"quote":"We've never had any issues, major or drastic, issues that we need to reach out to L1 and L2.","score":"7"}

{"quote":"I was not getting any response.","score":"8"}

{"quote":"We reach out to them but more often the network is just that.","score":"5"}

{"quote":"They were just gathering evidence that I had already shared.","score":"8"}

{"quote":"We have not had any major issues as such therein we had to reach out but there are some times we create service tickets that go to Palo Alto because Twistlock has networking image of audio open-source development so maybe sometimes there are glitches in that.","score":"8"}

{"quote":"There was a ticket for which I called them for three months, and nothing was happening on that ticket.","score":"9"}

{"quote":"It takes a lot of time for them to come back, and nothing conclusive happens on the ticket as well.","score":"8"}

{"quote":"The support from Palo Alto needs to be improved a lot.","score":"7"}

{"quote":"I would rate them a nine out of ten.","score":"8"}

{"quote":"Overall, I would rate their support an eight out of ten.","score":"7"}

{"quote":"Any accurate likelihood and impact estimation would also be challenging.","score":"4"}

{"quote":"Their support was good, and we didn't have any challenges.","score":"9"}

{"quote":"We may have prevented a security breach with remediation of the findings.","score":"9"}

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

{"quote":"We had a specific account manager who handled any RFCs and PoCs.","score":"8"}

{"quote":"From a security standpoint, with the help of Prisma Cloud we found a number of misconfigurations that were not detected previously.","score":"8"}

{"quote":"The customer support is excellent and helped a lot during the deployment process.","score":"9"}

{"quote":"We have not estimated the actual return on investment in terms of quantifying it.","score":"5"}

{"quote":"When I had some RFCs and RFIs coming in, their turnaround times were quite less.","score":"8"}

{"quote":"Prisma Cloud does that for us.","score":"6"}

{"quote":"The initial support from them was quite good.","score":"6"}

{"quote":"As a cloud security specialist, if I did not have such a tool, I would write a bunch of scripts to query the cloud APIs and get the data that I need.","score":"7"}

{"quote":"In my earlier organization, I worked directly with Prisma Cloud support. Their support was good.","score":"7"}

{"quote":"You deploy the agents, and it just works.","score":"8"}

{"quote":"Our team is highly proficient in the solution and the platform is easy to use.","score":"7"}

{"quote":"They were very slow to add new warnings and features.","score":"8"}

{"quote":"If we had an issue with a feature or a query, it could take them a little while to get back.","score":"7"}

{"quote":"Overall, it was a good experience.","score":"5"}

{"quote":"Even if we don't raise a ticket, we have an internal account manager to take care of all this.","score":"6"}

{"quote":"I rate them nine out of ten.","score":"6"}

{"quote":"The support was adequate, but I can't say it was great.","score":"6"}

{"quote":"The sales team gave us a pretty good deal right before the end of the year, last year.","score":"8"}

{"quote":"My company is a CPSP partner with premium support, so I can't speak to the typical support experience.","score":"7"}

{"quote":"Prisma's support was helpful.","score":"7"}

{"quote":"We leveraged some of our relationships, working extensively with some of the leadership at Palo Alto in Unit 42 on their threat team.","score":"7"}

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

{"quote":"Most of the stuff was lower priority and that turnaround was perfectly acceptable to us.","score":"5"}

{"quote":"I rate Palo Alto support a nine out of ten.","score":"8"}

{"quote":"The sales team was really good.","score":"6"}

{"quote":"It's very rare that we would open anything that would be considered a high-priority ticket or incident.","score":"6"}

{"quote":"The customer success and support engineers were very responsive and helpful.","score":"9"}

{"quote":"Their turnaround time is usually 24 to 48 hours.","score":"7"}

{"quote":"Their support team helped us through some issues on the configuration in the API on the Defender side.","score":"8"}