Zscaler Support Best Practices Guide Version 1 20

Zscaler Support Best Practices Guide Version 1. 20 - 28 November 2020

Zscaler Support Model MANY MOVING PARTS 1 -Traffic Forwarding - PAC, GRE Tunnels, IPSEC, Egress Points 2 -Authentication - SSO (SAML, Kerberos) Zscaler Hosted DB Customer Network I N T E R N E T Zscaler I N T E R N E T Cloud Apps 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 - O 365, 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 1

Support Packages + Service Levels Standard Support (Included with Zscaler service) Premium Support (Purchased) Premium Plus Support TAM = Technical Account Manager) 2

24 x 7 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 • 3) 24 x 7 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 4

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 2 nd time, once issue is solved and you are happy Alerts sent to 24 x 7 support leadership team who with review the support ticket • 2) Web Portal (Recommended) • Click link - https: //help. zscaler. com/escalate-ticket 2 • 3) 24 x 7 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) • 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 2 nd time, once issue is solved and you are happy Alerts sent to 24 x 7 support leadership team who with review the support ticket • 2) Web Portal (Recommended) • Click link - https: //help. zscaler. com/escalate-ticket 2 • 3) Contact Your TAM (Technical Account Manager) • 1 st leverage # 1 or #2 above, to ensure your issue is escalated • Then contact your designated TAM, if available, for strategic guidance 6

Submitting A Ticket Submit Ticket Form 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 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 • Ticket Priorities - Sets proper priority of requests to ensure proper focus 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 + Notification Model 11

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 12

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 13

Trust Portal • Posts for all scheduled maintenance and recent incidents • Provides current status and availability over time for your cloud • 3 rd Party monitoring for all of our cloud regions 14

Zscaler Service Continuity Customer Notification Protocol Change Type for Service Continuity Planned Unplanned Typical Frequency Summary Notice On Trust Email Notification Security Update Continuous Real-time threat updates to the cloud No No Service Patch Weekly Cloud optimizations and service tuning No No Infrastructure Upgrade Monthly Customer visible addition/removal of DCs, service IPs, cloud expansion Yes (min 24 hour prior) Yes (min 60 days prior) Service Upgrade 3 -6 months New features and enhancements to the Yes service (min 24 hour prior) Service Incident Significant service issue impacting multiple customers N/A Yes (min 7 days prior) Yes No (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 16

Deployment Advisory Service (DAS) Overview An Optional paid Service - DAS designs and launches deployments through best practice guidance STAGE 1 -ARCHITECT DEFINE ü Hand-over from Sales ü Review requirements ü Design questionnaire STAGE 2 -BUILD CONFIGURE GUIDANCE DESIGN ü ü Complete design Document design Migration strategy Test strategy ü Best Practice ü ü Guidance On: Traffic forwarding Authentication Policy structure Reporting TEST GUIDANCE ü Internal IT testing ü Test key applications ü Test business process STAGE 3 -TRAFFIC ROLL-OUT PHASE-1 LIMITED ü 1 Site ü ~10 users 90 -DAY PHASE-3 PHASE-2 EXPANDED CHECK-IN FINAL ü Multiple sites ü ~50 users ü Road warriors ü Expanded users 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) 17

Zscaler Training + Certifications visit https: //inter. viewcentral. com/reg/zscaler/catalog 18

Thank you