Zscaler Support Best Practices Guide Version 1 3
Zscaler Support Best Practices Guide Version 1. 3 - 09 June 2021
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 “? ” > 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) 24 x 7 Phone: (Zscaler will open a Ticket) • https: //help. zscaler. com/phone-support 4
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) 24 x 7 Phone: • https: //help. zscaler. com/phone-support 5
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) • 1 st leverage # 1, 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 • 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 • • 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 8
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” 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
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