Palo Alto premium support

Tiras25 used Ask the Experts™
Hows everyone's experience with Palo Alto Networks Premium support?  Do they pickup the phone 24/7?  How is it compare to Cisco SmartNet support?
We were on hold for critical issue with pan for 30 min elevator music.  By that time we figured things out and ended the call.  Doesn't look like quick enough.

Anyone experienced the same or better?
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Network Engineer
My experience is that PAN support is not as good as Cisco. Cisco gives you a number to call and it gets answered quickly by someone in triage. You call PAN and I have been in queue for over 90 minutes before speaking with anyone. Good thing it wasn't a network down emergency. Calls during the day get answered by their outsourced India team. I have called in the evening and gotten domestic US staff. I haven't called super late at night or early morning hours.

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