Professional Documents
Culture Documents
Zscaler Support Best Practices - 1.19
Zscaler Support Best Practices - 1.19
1
Support Packages + Service Levels
Standard Support
(Included with
Zscaler service)
Premium Support
(Purchased)
Premium Plus
Support TAM =
Technical Account
Manager)
2
24x7 Global Support Team Model
3
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
4
Escalating A Ticket – All Accounts
• 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
5
Escalating A Ticket – For TAM Accounts (Premium Plus)
6
Submitting A Ticket
Submit Ticket Form
7
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
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
8
Help Portal Access – Via Zscaler Admin Portal
Click on “?” on the upper right hand corner of the Zscaler admin portal
9
Help Portal
10
Incident Alert + Notifications Model
11
General Alerts + Notifications
• Subscribe by completing
Technical Contacts under
Company Profile
12
Trust Portal
13
Trust Portal
14
Zscaler Service Continuity Customer Notification Protocol
• https://zmtr.zscaler.com
• Downloadable Tool
• Exportable Data
• Use in multiple locations
• Baseline trends over-time
• Latency + path data
16
Deployment Advisory Service (DAS) Overview
An Optional paid Service - DAS designs and launches deployments through best practice guidance
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
17
Zscaler Training + Certifications
visit https://inter.viewcentral.com/reg/zscaler/catalog
18
Thank you