The Problem

A Locked-Out Partner, A Frustrated Customer and a Renewal at Risk

What Happens When the Support Model Shifts

When Palo Alto Networks acquired CloudGenix, the impact extended beyond the product itself. Renewal processes evolved, partner structures changed, and customers found themselves navigating new systems and workflows. Many continued turning to their long-time partners for guidance, even as those partners’ roles shifted within the new model.

That was the reality for a national retail and hospitality operator with over 180 locations. They weren’t looking to switch platforms; they simply needed to renew. But by the time their renewal came up, the landscape around them had evolved.

The customers' new reality:

Pricing and Contract Confusion: Legacy contract and licensing information had become misaligned during transition periods
No Clear Ownership: Support contacts rotated monthly, and no one had technical history
Business Risk: 180+ sites at risk of service disruption, managed by a two-person IT team with no visibility into what wasn't working

The customers' new reality:

Pricing and Contract Confusion: Legacy contract and licensing information had become misaligned during transition periods.
No Clear Ownership: Support contacts rotated monthly, and no one had technical history.
Business Risk: 180+ sites faced potential disruption, managed by a two-person IT team with no visibility into what wasn't working.

Where That Left the Agent

The original partner knew the account better than anyone. They scoped the original deal, managed the rollout and stayed in touch. But now they were completely cut out. No resale rights. No commission path. Still getting support calls, but with no route to intervene.

They had a choice: Walk away from a 6-year relationship or find a partner who could help them reenter and make things right.

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A customer was stuck in limbo. A partner was ready to help, but was blocked from engagement. And the renewal was at risk, not because the technology failed, but because the support model had been restructured in a way that left no room for them.

The Opportunity: Reenter and Restore

The agent could have walked away. Instead, they called in Globalgig to get the renewal back on track with the expertise and support needed to move things forward. To do that, we first needed to see what was really happening in the customer’s environment.

Once we regained visibility, the real picture emerged: routing gaps, underused Prisma Access, and fragmented SASE policies. The customer had already been through a two-year migration and had no interest in repeating it. They had a functioning SASE environment; what they didn’t have was visibility, control, and reliable support.

What they needed was someone who could:

Step into a live environment that was misconfigured and underutilized.
Resolve hidden technical and licensing issues without disruption.
Stabilize what was already in place instead of pushing an expensive rebuild.
Reestablish the agent’s role and commission path.

The customer didn’t need a rip-and-replace. They needed stability and a path forward. Together with the agent, we provided both.

What they needed was someone who could:

Step into a live environment that was misconfigured and underutilized.
Resolve hidden technical and licensing issues without disruption.
Stabilize what was already in place instead of pushing an expensive rebuild.
Reestablish the agent’s role and commission path.

The customer didn’t need a rip-and-replace. They needed stability and a path forward. Together with the agent, we provided both.

What’s the biggest challenge you face during complex or disrupted renewals?

No visibility into support or renewal status
No clear path to stay involved in the deal
Technical issues the vendor won't take ownership of
Needing a partner who can handle the technical delivery
Being brought in too late to guide the customer decision
All of the above