Support

At Sigma, we understand the critical role the products we sell play in your network and are committed to supporting you through successful deployment and beyond. Our team of experienced support professionals is available to provide rapid response and immediate problem diagnosis and trouble-shooting.

Sigma Security offers a variety of technical support services that are offered directly through Palo Alto Networks Technical Assistance Center (TAC) including software updates, access to online tools and hardware replacement options.

Sigma can offer you onsite deployment services, training and education, and a Professional Services program are also available to meet your specific needs.

Palo Alto Networks Support Programs

Premium Support Program:

• 12 am - 7 pm PST Support Coverage M-F
• 24 hours X 7 days X 365 day Coverage for Critical Issues ,Phone and Email
• Next Business Day Advanced Hardware Replacement
• All Software Updates,Feature Releases, Bug Fixes, Maintenance Releases
• Access to Online Portal for: Techincal Documentation, Knowledgebase, Case Management, Software Downloads
• Annual or Multi-Year Programs Available

Standard Support Program:

• 7 am - 6 pm PST Support Coverage M-F
• Return to Factory Hardware Repair
• All Software Updates, Feature Releases,Bug Fxes, Maintenance Releases
• Access to Online Portal for: Technical Documentation, Knowledgebase, Case Management, Software Downloads
• Annual or Multi-Year Programs Available

Software Subscription Updates: (For App-ID , URL Database & Threat Prevention)

• Automatically Pulled from Update Servers by Palo Alto device
• Manually Downloaded via Support Portal