EXPEDITED

4-HOUR GLOBAL
RMA SERVICES
Businesses today face an evolving array of cyberthreats that continue to
gain sophistication. No matter how mission-critical your business need,
Palo Alto Networks offers expedited RMA options with rapid hardware
replacement to protect your security uptime. Get the coverage you need
with an optional upgrade to 4-Hour Premium Support RMA.

4-Hour Premium Support RMA (Return Materials Authorization) is an optional

Benefits
Expedited parts replacement:
Select 4-hour delivery (24/7/365)
to replace faulty hardware and get
operational as quickly as possible
Minimize disruption, avoid delays:
Replacements are shipped in
advance of the return of faulty
components
Authorized Support Centers:
Partner 4-Hour Premium Support
is available in many locations
Global Availability: Over 130
depots in multiple geographies, with
new depots being added regularly
across the globe
upgrade to Premium Support for customers and data centers requiring
mission-critical response times that are located within a specified range of a
Palo Alto Networks service location.
With the optional upgrade to 4-Hour Premium or 4-Hour Partner Premium
Support, Palo Alto Networks will make commercially reasonable best efforts
to deliver replacement component hardware to you within four hours from
issuance of an RMA, 24/7/365.
This is a great option for those customers who require mission-critical response
times. Customers in production environments with a wider variety of hardware
devices will likely gain maximum efficiency and uptime with this advanced
RMA option.
Check availability in your geographic area.
Disclaimers
Products and components eligible for upgrade to 4-Hour Premium Support
RMA must be deployed within a specified range of an authorized stocking
facility to qualify. Please check with your account representative for avail-
ability in your region.
Service coverage is not available in all countries and regions.
If you dont find a depot near you, you can find out how to qualify for the
opening of a new depot near you. Lead times for depot setups may vary.
Not all components will be available in every location at the beginning of a
new contract.

Palo Alto Networks | Expedited 4-Hour Global RMA Services | Datasheet 1

Support Program Summary for certain users while protecting against a wide array
Support Premium Premium Standard of security threats. Built from the ground up, it delivers
Entitlement Plus* Support Support unmatched capabilities.

Business Hours Innovation is at the core of everything we do, and we continue

MonFri, 7 a.m. to 6 p.m. PT
Availability to push the envelope. We were the first company to define
After-Hours Yes Yes
and lead the industrys transition from the stateful inspection
No firewall approach to the next-generation firewall paradigm.
Availability 24/7/365 24/7/365
We were also the first to define and lead the transition from
Designated
malware detection to malware prevention.
Technical Sup- Yes No No
port Engineer We continue to deliver new products and services that benefit
Technical A
ccount Yes, Optional you in unique ways, with customer satisfaction as our top pri-
Yes No
Manager Add-On ority. We take your success very seriously in how we develop
Advance our products, provide customer support and ensure
Replacement Yes, Optional Yes, Optional a great experience.
No
4-Hour Parts Add-On** Add-On**
No matter the size, complexity or risk profile of your orga-
Delivery
nization, Palo Alto Networks has options for support and
Advance maintenance suitable for your needs and budget. Whichever
Replacement
Yes Yes No support and maintenance plan your company chooses, you
Next Business
Day Delivery*** will experience the benefit of our customer-focused service
culture. We can help you maximize functionality, reliability and
Return and availability to best support you in achieving overall success and
Repair Hardware No No Yes
satisfaction with your Palo Alto Networks security products.
Replacement
Call Response Times Ordering and Availability
Severity 1 < 1 Business To order Palo Alto Networks Advanced RMA, please contact
< 1 Hour < 1 Hour
Critical Hour
your local Palo Alto Networks partner or sales representative.
Severity 2 High 2 Business
2 Hours 2 Hours
Hours For More Information
Severity 3 4 Business For more information about Palo Alto Networks Support
4 Hours 4 Hours
Medium Hours offerings, visit www.paloaltonetworks.com/support or contact
Severity 4 Low 8 Business 8 Business 8 Business your local account manager. For product information, visit
Hours Hours Hours www.paloaltonetworks.com/products.
* Requires purchase of Premium Support on all covered devices.
** This support option is available only for hardware located within a 2015 & 2016 - Palo Alto Networks,
specified range of a Palo Alto Networks service location. It includes all the Inc. has been recognized by J.D.
benefits of Premium or Premium Plus Support (as applicable) plus commer- Power for two consecutive years for
cially reasonable best efforts by Palo Alto Networks to deliver replacement providing An Outstanding Customer
hardware to you within four hours from the issuance of an RMA. Service E xperience for its Assisted
*** Next Business Day Delivery Service is subject to certain limitations. Technical Support.
Please see RMA Process Policy (https://www.paloaltonetworks.com/con-
tent/dam/paloaltonetworks-com/en_US/assets/pdf/datasheets/support/
rma-process-policy.pdf) for details.

Why Palo Alto Networks?

Palo Alto Networks has pioneered the next generation of
network security with our innovative platform that allows
you to secure your network and safely enable an increasingly 2015 & 2016 - TSIA certification recognizes
complex and rapidly growing number of applications. that Palo Alto Networks meets the highest
industry support standards and has achieved
Our Next-Generation Security Platform, with our next- Global Rated Outstanding Assisted Support
generation firewall at its core, can safely enable applications for a second consecutive year.

J.D. Power 2016 Certified Assisted Technical Support Program, developed in conjunction with TSIA. Based on successful completion of an audit and exceeding a customer
s atisfaction benchmark for assisted support operations. For more information, visit www.jdpower.com or www.tsia.com.

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Sales: +1.866.320.4788
Support: +1.866.898.9087
2017 Palo Alto Networks, Inc. Palo Alto Networks is a registered trademark
of Palo Alto Networks. A list of our trademarks can be found at http://www.
paloaltonetworks.com/company/trademarks.html. All other marks mentioned
herein may be trademarks of their respective companies. expedited-4-hour-
global-rma-service-ds-050217

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