How to open a case Cortex XDR

Our customers can open a ticket on our support portal only if additional support has been purchased from Bakotech.

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

An official support request is considered submitted when a ticket is created on the portal https://panwsupport.bakotech.com or when an email is sent to panwsupport@bakotech.com.

To contact Bakotech support regarding Cortex XDR products, please provide the following information:

• Company name under which the tenant is registered
• Tenant ID*
• Version of the agent or XDR component (if applicable)
• Customer contact phone number and email
• Detailed description of the issue/question
• Priority (severity)

* Tenant ID can be found in the Cortex XDR Management Console in the bottom-left corner by clicking on your name → About → Cortex XDR ID.

Severity Levels

• Urgent: The service is unavailable. Critical impact on the customer’s production environment. No workaround is currently available.
• High: Service performance is degraded. The customer’s production environment is operational but experiencing serious problems. No workaround is currently available.
• Normal: A specific product feature is unavailable. The customer’s production environment is not impacted. A workaround is available.
• Low: Consultation request. Product functionality is not impacted and business operations are unaffected.

Please provide complete information — only then can we assist you as efficiently as possible.