• GoldSeal Support for Palo Alto Networks


Support Hours

The GoldSeal Support Center provides 24x7 remote support. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. to 5:00 p.m. your local time in the Continental U.S. After hours, our on-call engineers respond to critical severity issues within one hour.


Level 1 and 2 Support

At GoldSeal, customer service specialists answer every call. Certified customer support engineers will identify and resolve your issue using fault isolation procedures, remote tools, and other diagnostics. If there is need for a Move/Add/Change request, initial diagnosis and analysis will be performed and may be referred to Professional Services for a corresponding quote. 


Level 3: Escalation and Hardware Replacement

If GoldSeal Support Center cannot resolve the issue with Levels 1 and 2 processes and tools, it may be escalated to Level 3. When development or hardware replacement resources are required, GoldSeal will manage the escalation, arrangements and related documentation. GoldSeal will own all follow-up items related to the case, continually monitoring the status so you don’t have to. Escalation and parts replacement require an appropriate manufacturer’s contract.


Online Tools

GoldSeal Support provides you access to powerful tools that enable you to:

  • • Open cases through our online customer portal*
    • *For P1 and P2 issues, please follow-up directly with the GoldSeal personnel via a phone call.
  • • Track tickets and escalations
  • • Transfer files to and from our engineers


Software Updates

GoldSeal Service Desk can assist and mentor with the application of software updates. Working with your staff, key update information will be provided, along with the reasoning for best practices and validation testing. Software updates require an appropriate manufacturer’s contract.


Reporting

The GoldSeal Support package offers you the ability to run reports, on your cases logged with the GoldSeal Service Desk, through the on-line customer portal. This provides vital analytical data to allow for comprehensive view of requests logged with and resolved by GoldSeal.


Multiple Training Options

GoldSeal provides Help Desk assistance and basic knowledge transfers. More in-depth options can be quoted for both customized product and product certification training.


Contact


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Office Hours Availability 9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2 afterhours will be charged at time an half
9 a.m. – 5 p.m. local time (Continental U.S.)
P1 and P2
Language ENG ENG ENG
Documentation Access to product documentation including: product manuals, technical guides, FAQs, software release notes
N/A
N/A
Online Tools Access to online tools including: problem resolution databases, peer-to-peer interactions, customer support case management Access to online tools including: problem resolution databases, peer-to-peer interactions, customer support case management Access to online tools including: problem resolution databases, peer-to-peer interactions, customer support case management
Subscription Services Access to subscription service updates to automatically download app-ID, URL database, threat prevention and WildFire updates
N/A
N/A
Usage
N/A
BH: 30 min minimum, 15 min increments per call; OOH: 1 hr min, 30 min increments per call One incident per issue
Updates Access to Feature releases and software updates
N/A
N/A

Support Resources


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Service Desk Engineer
Dedicated Technical Support Engineer
Optional
N/A
N/A
Upgrade and Release Planning
Optional
N/A

Reporting


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Customer-Generated Reports
Service Delivery Reporting, Quarterly
Optional
Optional
Service Delivery Reporting, Quarterly Review, Remote
Optional
Optional
Annual Health Check and Report
Optional
N/A

Access Method


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Online Portal Access

Hardware Replacement


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Advanced Replacement - Next Business Day Ship
N/A
N/A
Hardware Replacement - 4 hours Optional N/A N/A

On-Site Resources


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
On-site Technician for Replacement Part Install, Scheduled
Optional
Optional
Optional
Smart Hands Dispatch
Optional
Optional
Optional

Training


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Help-Desk Assistance Remedial - Knowledge Transfer
N/A
Customized Product Training Optional
N/A
Product Certification Training Optional Optional N/A

Service Type


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Annual Support Agreement
N/A N/A
Prepaid Block of Time N/A
N/A
Pre-Purchased Incidents N/A N/A

Support Elements


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Support Eligability - Reseller
Support Eligability - End User
Optional
N/A
Email Support - 1 Business Day
Tier II Support
Tier III Support
N/A N/A
Tier IV Support
N/A N/A
Escalation Support, 8x5
Optional1 Optional1
Software Updates
N/A N/A
TAC Engagement - Web Portal and Telephone Support
Resource Reservation
N/A
N/A
Critical Incident Response / Active Intrusion / Attack / Crisis Resolution
Optional
N/A
N/A

Additional Support Features


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Assisted Remote Access

Service Level


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Standard Service Level Objectives

Additional Services


Offering GoldSeal Premium GoldSeal BOH GoldSeal Incident
Asset Tracking
Optional
N/A N/A
MAC Assist - Basic
Optional
N/A
MAC Assistance - Complex
Optional
N/A
Proactive End-of-Life Monitoring
Optional
N/A N/A

1 Requires an existing manufacturer maintenance contract and letter of agency