Direct access to product experts (level-3 engineers): Interact with a support engineerwho can quickly understand your unique challenges and can bring them to resolution as quickly as possible. Level 3 bilingual (Portuguese BR and English) tailored support for Palo Alto products handled by a high level expert team, including 24/7 technical incident support plus case support and management Case management: Submit, update, check status, and manage support cases on all of your supported Palo Alto products.