INTRODUCING ZSCALER CLOUD

Zscaler Internet Access

Your Security Stack as a Service
ZSCALER SUPPORT MODEL
MANY MOVING PARTS Customer Network I Zscaler I Cloud Apps
N N
T T
1 -Traffic Forwarding - PAC, GRE Tunnels, IPSEC, Egress E E
Points R R
N N
2 -Authentication - SSO (SAML, Kerberos) Zscaler Hosted E E
DB T T

3 -PKI - Public Key Infrastructure - SSL Decryption, custom

certificates

4 -Main Policy Engine - Zscaler Central Authority

5 -Proxy Devices - Zscaler private and public Zen's
6 -Internet - Internet and inherent Peering
7 -Cloud Applications - O365, Box, etc
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

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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 “?” 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)

 USA Toll Free: +1-800-953-3897
 Global Direct: +1-408-701-0534
 UK : +44 20 3514 2748
 France: +33-1-7418-1777
 Germany: +49-2-21-8282-9199
 Netherlands: +31-3-0808-0255
 Australia: +61-2-8417 2939

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
ESCALATING A TICKET – ALL ACCOUNTS
1) Customer Thermometer Button (Recommended)
Find buttons on your ticket email updates from Zscaler
 Click Yellow or Red button to escalate
 Be sure to click a green or gold button a 2nd time, once issue is solved and you are happy
 Alerts sent to 24x7 support leadership team who with review the support ticket

2) Web Portal (Recommended)

 Click link - https://help.zscaler.com/escalate-ticket2

3) 24x7 Phone:
 USA Toll Free: +1-800-953-3897
 Global Direct: +1-408-701-0534
 UK : +44 20 3514 2748
 France: +33-1-7418-1777
 Germany: +49-2-21-8282-9199
 Netherlands: +31-3-0808-0255
 Australia: +61-2-8417 2939

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 ESCALATING A TICKET – FOR TAM
•1) Customer Thermometer Button (Recommended)
ACCOUNTS
(PREMIUM PLUS)
• Find buttons on your ticket email updates from Zscaler
• Click Yellow or Red button to escalate
• Be sure to click a green or gold button a 2nd time, once issue is solved and you are happy
• Alerts sent to 24x7 support leadership team who with review the support ticket

•2) Web Portal (Recommended)

• Click link - https://help.zscaler.com/escalate-ticket2

•3) Contact Your TAM (Technical Account Manager)

• 1st leverage # 1 or #2 above, to ensure your issue is escalated
• Then contact your designated TAM, if available, for strategic guidance

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 Submit Ticket Form

SUBMITTING A TICKET Submitting a Ticket via Zscaler Admin Portal (Recommended)

•Use web form in Zscaler admin portal as it automatically passes your
org-id and associated customer information
•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
Question - A question that needs to be answered, rather than a problem that needs to be solved
 Task - Administrative tasks including URL categorization and provisioning requests
 Problem - Includes all general problem tickets that affect individual users
 Incident - A service interruption that affects many users or locations, typically cloud related

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

Zscaler Portal Priority Priority code Definition

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
Normal 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 upper right hand corner of the Zscaler admin 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 DCs, Yes Yes
Monthly
Upgrade service IPs, cloud expansion (min 24 hour prior) (min 60 days prior)
New features and enhancements to the Yes Yes
Service Upgrade 3-6 months
service (min 24 hour prior) (min 7 days prior)

Significant service issue impacting multiple Yes

Unplanned Service Incident N/A No
customers (during incident 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 FINAL
EXPANDED

 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