Procedures for opening a ticket

Important! Our customers can only open a ticket on our customer portal if they have a valid Partner Enabled Premium Support subscription for the equipment in the Products --> Devices section of the Customer Support Portal (https://support.paloaltonetworks.com/) and Bakotech is listed in the ASC (Authorized Support Center) column.

Please note that Bakotech support system only accepts one issue per ticket. In case you encounter multiple issues or have additional questions, please create multiple separate tickets through the web portal https://panwsupport.bakotech.com or send multiple separate emails to panwsupport@bakotech.com.

The fact of the request is the creation of a ticket from the end customer on the portal https://panwsupport.bakotech.com or writing a letter to panwsupport@bakotech.com.

We strongly recommend to use our Support Portal https://panwsupport.bakotech.com to open a ticket.

To contact Bakotech support for Palo Alto Networks products, the following information is required:

• The name of the company to which the equipment is registered;
• device model*;
• device serial number*;
• PAN-OS version*;
• contact number and email of the end customer;
• detailed description of the error/issue;
• severity.

*This information can be found in the GUI (graphical user interface) of the firewall, in the Dashboard tab, on the General Information widget.

Priority selection

Urgent: Product failure. Critical impact on the customer's production environment. A workaround is not yet available.

High: Product condition has deteriorated. The customer's production environment is operational but has serious issues. A workaround solution is not yet available.

Normal: A product feature has failed. The client's production environment is not affected. Support is aware of the problem and offers a workaround.

Low: Advisory. Product function is not disrupted and does not affect the customer's business.

Please provide complete information, this is the only way we can help you fully.