Zscaler Support

Best Practices Guide

Version 1.3 - December 12, 2021

Zscaler Support Model

MANY MOVING PARTS Customer Network I Zscaler I Cloud Apps

N N
T T
1 -Traffic Forwarding - PAC, GRE Tunnels, IPSEC, E E
Egress Points R R
N N
E E
T T

SUPPORT MODEL

•70% of issues resolved are non-Zscaler issues

•Requires tight customer and Zscaler collaboration
•Zscaler assumes all issues are Zscaler’s until known
8 -End Devices - Computer,
Mobile devices, Zapp
7 -Cloud Applications - O365,
Box, etc 2
Support Packages + Service Levels

Standard Support
(Included with
Zscaler service)

Premium Support
(Purchased)

Premium Plus
Support TAM =
Technical Account
Manager)

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24x7 Global Support Team Model

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Reporting An Issue

• 1) Admin Portal:
• https://admin.xxxx.net/ (xxxx = add your specific admin portal link)
• Then use the Web form by clicking “?” > Submit a ticket on your Zscaler Admin Portal

• 2) Web Form:
• Use, if you do not have access to the Zscaler portal (No login required)
•  https://help.zscaler.com/page/submit-ticket

• 3) 24x7 Phone: (Zscaler will open a Ticket)

• https://help.zscaler.com/phone-support

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Escalating A Ticket – All Accounts

• 1) Escalate Case Button (Recommended)

• Find the ticket from the Ticket View portal
• Click on the “Escalate Case” Button.
• Provide the Reason For Escalation and hit save.

• 2) 24x7 Phone:
• https://help.zscaler.com/phone-support

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Escalating A Ticket – For TAM Accounts (Premium Plus)

• 1) Escalate Case Button (Recommended)

• Find the ticket from the Ticket View portal
• Click on the “Escalate Case” Button.
• Provide the Reason For Escalation and hit save.

• 2) Contact Your TAM (Technical Account Manager)

• 1st leverage # 1, to ensure your issue is escalated
• Then contact your designated TAM, if available, for strategic guidance

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Submitting A Ticket
Submit Ticket Form

Submitting a Ticket via Zscaler Admin Portal (Recommended)

•Use web form in Zscaler admin portal
•Admin Portal Examples (per cloud)
• https://admin.zscalerone.net
• https://admin.zscalertwo.net

Opening a Ticket Via Web Form

• Use if Admin Portal not accessible
• https://help.zscaler.com/page/submit-ticket

Opening a Ticket Via Phone

•If you need to talk to us, open a web-ticket and call us with the case id.
This is useful for two reasons: security (provides customer verification)
and for tracking and routing purposes

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Ticket Types + Priorities
• Ticket Types - - Sets proper priority of requests to ensure proper support team routing
• Problem - Includes all problem tickets that affect individual users or multiple users
• Question - A question that needs to be answered, rather than a problem that needs to be solved
• Categorization – Request to review the Category of a URL or Report False positive or False negative.
• Provisioning - Request related to Account Services. For example, Add and IP address, provision a GRE or Add
additional domain.

• Ticket Priorities - Sets proper priority of requests to ensure proper focus

Zscaler Portal Priority Definition
Priority code
Urgent P1 An issue that affects all users from performing critical business
operations, without work-around

High P2 1) An issue that affects some users or locations from performing

critical business operations without work-around

2) or An issue that affects all users from performing critical

business operations, but has an effective work-around
Medium P3 1) An issue that affects some features or users but is not business
critical

2) 1) An issue that affects some users or locations from

performing critical business operations, but has an effective work-
around
Low P4 The service is unaffected. General questions, tasks, and general
requests
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Help Portal Access – Via Zscaler Admin Portal

Click on “?” on the lower bottom corner of the Zscaler admin

portal and then click “Zscaler Help Portal”

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Help Portal

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Incident Alert + Notification Model

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General Alerts + Notifications

• Receive notifications on Zscaler

cloud maintenance, security
briefs, and informational alerts

• Sign-up on Admin Portal

• Subscribe by completing
Technical Contacts under
Company Profile

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Trust Portal
• Sign up for Trust Notifications at http://trust.zscaler.com
• You can get alerts via Email or RSS
• Best Practice – use an email group

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Trust Portal

• Posts for all scheduled maintenance

and recent incidents

• Provides current status and

availability over time for your cloud

• 3rd Party monitoring for all of our

cloud regions

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Zscaler Service Continuity Customer Notification Protocol

Change Type Typical

Summary Notice On Trust Email Notification
for Service Continuity Frequency

Security Update Continuous Real-time threat updates to the cloud No No

Service Patch Weekly Cloud optimizations and service tuning No No

Planned
Infrastructure Customer visible addition/removal of Yes Yes
Monthly
Upgrade DCs, service IPs, cloud expansion (min 24 hour prior) (min 60 days prior)

New features and enhancements to Yes Yes

Service Upgrade 3-6 months
the service (min 24 hour prior) (min 7 days prior)

Yes
Significant service issue impacting
Unplanned Service Incident N/A (during incident No
multiple customers
period)
Performance Test Client Tool - ZA (Zscaler Analyzer)

•https://zmtr.zscaler.com
•Downloadable Tool
•Exportable Data
•Use in multiple locations
•Baseline trends over-time
•Latency + path data

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Deployment Advisory Service (DAS) Overview
An Optional paid Service - DAS designs and launches deployments through best practice guidance

STAGE 1-ARCHITECT STAGE 2-BUILD STAGE 3-TRAFFIC ROLL-OUT

CONFIGURE TEST 90-DAY PHASE-3

DEFINE DESIGN PHASE-1 PHASE-2
GUIDANCE GUIDANCE LIMITED CHECK-IN
EXPANDED FINAL

 Hand-over from  Complete design  Best Practice  Internal IT testing  1 Site  Multiple sites  Road warriors
Sales  Document design Guidance On:  Test key applications  ~10 users  ~50 users  Expanded users
 Review requirements  Migration strategy  Traffic forwarding  Test business process
 Design questionnaire  Test strategy  Authentication
 Policy structure
 Reporting

KEY SUCCESS GATES

DESIGN PLAN COMPLETE BUILD AND TEST COMPLETE ROLL-OUT LAUNCHED

DAS COMPLETE IN 90 DAYS ELSE SERVICE EXPIRES (USE-IT-OR-LOSE-IT)

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Zscaler Training + Certifications

visit https://inter.viewcentral.com/reg/zscaler/catalog

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Thank you