AHEAD Intelligent Support for Palo Alto (“AHEAD Support for Palo Alto”) provides comprehensive technical support for eligible Palo Alto Networks technologies. Services are offered in three tiers—Premier, Platinum, and Elite—each designed to support missioncritical infrastructure through rapid response, proactive guidance, and interoperability expertise. Services apply only to devices covered by an active AHEAD Intelligent Support contract.

Service Inclusions by Tier

1. Premier Support

   • Premier Support includes the following entitlements:
   • 24x7x365 technical and product support for Palo Alto Networks technologies
   • Coordination of hardware issue resolution, including RMA support
   • Troubleshooting complex product interoperability, software defects, upgrade issues, patch installation failures, and behavioral anomalies
   • End-to-end incident and service request ownership, including RMA coordination, issue replication, diagnostics, software upgrade support, and additional issues within AHEAD’s support expertise

2. Platinum Support

   • Enhanced response time service level agreements (SLAs)
   • Support for customer-planned events (e.g., change windows, upgrades)
   • Hardware failure analysis and reporting
   • Firewall rule review – twice a year

3. Elite Support

   • Proactive alerting
   • Software release review and upgrade planning
   • Prescheduled support for key operational events
   • Regular review of system security posture and configuration

Client Responsibilities

To ensure effective delivery of Services, Client agrees to:

• Maintain valid support contracts with other vendors to assist in troubleshooting of interoperability issues
• Perform all required software installation on supported hardware
• Provide remote access via screen sharing or equivalent during support sessions
• Actively participate in troubleshooting efforts and follow AHEAD guidance
• Confirm that AHEAD has appropriate authorization to access systems and coordinate with Palo Alto on Client’s behalf

Failure to meet these responsibilities may delay resolution or limit AHEAD’s ability to perform Services. AHEAD shall not be liable for delays or outcomes caused by Client non-compliance.