Zscaler F90 First 90 Day Customer Experience Guide On-boarding Presentation September 28, 2016 V2.11

F90 INTRODUCTION What is F90 ? A Zscaler program, lead by the Customer Success Team, to ensure a positive new-customer experience Starts customers on the right track, the 1 st 90 critical days Optional Deployment Advisory Services (DAS) can also be purchased Starts - on purchase of Zscaler service All Accounts - What does F90 provide ? Onboarding hours company introduction, how to work with Zscaler Check-ins – 30, 60, 90 day check-ins to ensure customer success Access to F90 Content - Video’s, FAQ, Best Practices, all for customer guidance TAM Accounts - What does F90 provide ? Technical Account Managers (for qualified account) Onboarding hours company introduction, how to work with Zscaler TAM Onboarding - Provides additional details for TAM accounts Check-ins – 30, 60, 90 day check-ins to ensure customer success Access to F90 Content - Video’s, FAQ, Best Practices, all for customer guidance 1

F90 (First 90 Day Customer Experience) Overview 2 Deployment Advisory Services (DAS) in yellow, is an optional purchased consulting service FIRST 30 (Start = Customer PO) SERVICE PURCHASED TRAIN KEY PARTNERS (SHADOW) PARTNERS DELIVER FIRST 60FIRST 90 ONGOING DAS KICK-OFF CALL ONBOARDING CALL (Introduction to Zscaler) DEPLOYMENT ADVISORY SERVICES (90 days average) 30-DAY CHECK-IN 60 DAY CHECK-IN 90 DAY CHECK-IN CUSTOMER CONTINUES TO DEPLY REMAINING USERS DAS ENDS, HAND-OVER TO SUPPORT

General Onboarding

General Onboarding Overview Agenda Support Best Practices Web Admin Portal F90 Resources Training Questions Onboarding is not a deployment service Included with purchase for all customers Will not cover design or configuration Deployment services can be optionally purchased separately 4

Support Best Practices 5

How We Deliver Support - An Overview 24x7 ZTAC team, 4 regional centers (India x 2, Poland, San Jose) Tickets - Originate from Phone, Admin Portal, Web Form Knowledge - Help Portal, Online Training Courses Escalations – Via Tickets, Portal Escalate Button Customer Satisfaction – measured per-ticket and quarterly surveys TAM Engagement – Weekly, Monthly Quarterly meetings, P+I cases Communication - Notifications - Trust Portal, Admin Portal 6

Zscaler - Daily Transactions versus Tickets One-Day View 27 billion transactions ~400 total support tickets in 4 buckets (Problem, Question, Incident, Task) ~100 (P+I) Problem + Incident tickets P+I Issues We take P+I tickets seriously Mostly performance issues Often lingering or intermittent issues Need to collaborate with customers to resolve 7

Support Model - Zscaler is the face of the Internet 8 Customer NetworkZscalerCloud Apps INTERNETINTERNET INTERNETINTERNET One network….many parts… ~70% of problem or incident tickets resolve as non Zscaler Issues We always work under the assumption that all issues are Zscaler issues, until proven otherwise

Global Support Team

Support Packages 10 Standard Support (Included with Zscaler service) Premium Support (Purchased) Premium Plus Support (Provided at qualified purchased service levels) TAM = Technical Account Manager

Problem + Incident Ticket Flow – By Service Level 11

Reporting A New Issue - 2 Options 1) Admin Portal (Recommended): (xxxx = add your specific admin portal link) Click“?” on your Zscaler Admin Portal, then click on “Submit a Ticket’ Ticket submission from the Zscaler Admin portal gets better response time and SLA compliance because it gives us additional info about your account. 2) 24x7 Phone: (Zscaler will open a Ticket): USA Toll Free: Global Direct: UK : France: Germany: Netherlands: Australia:

Escalating a Ticket - 3 Options 1) Customer Thermometer Button Find buttons on your ticket updates from Zscaler Click Yellow or Red button Be sure to click a green or gold button a 2nd time, once issue is solved and you are happy 2) Admin Portal (xxxx = add your specific admin portal link) Click“?” on your Zscaler Admin Portal, then click on “Submit a Ticket’ Then Click “Escalate A Ticket” button - 3) 24x7 Phone: USA Toll Free: Global Direct: UK : France: Germany: Netherlands: Australia:

ZTAC Support Versus TAM Support Zscaler Technical Assistance Center – 24x7x365 Support L1, L2, L3 Support Engineers, Team Leads, Support Management TAM (Technical Account Manager) Regional support Provided with purchased Premium Plus Support package TAM provides business-hours support ZTAC Level-2 provides TAM-Account after hours support 14

Submitting A Ticket 15 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) 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

Ticket Type Definition Setting “Ticket Type” on the ticket web forms routes tickets to the proper support resources Question - A question that needs to be answered, rather than a problem that needs to be solved Task - Tasks includes requests such as 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 16

Ticket Priorities 17

Help Portal Access – Via Zscaler Admin Portal 18 Click on “?” on the upper right hand corner of the Zscaler admin portal Support Ticket creation and status Help Portal - Knowledgebase documents Security Tools

Help Portal 19

Service Notifications 20 Notification TypeLocationAlert OptionsAccess MaintenanceTrustWeb and Notifications can be subscribed to and viewed from Trust IncidentTrust Web and Notifications can be subscribed to and viewed from Trust Security AdvisoryAdministration Portal Notifications are sent to the technical contacts listed for the account during provisioning Datacenter MigrationAdministration Portal Notifications are sent to the technical contacts listed for the account during provisioning Cloud UpgradeAdministration Portal Notifications are sent to the technical contacts listed for the account during provisioning

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 21

Incident Alerts + Notifications Zscaler provides multiple types of alerts + notifications on cloud incidents Trust Portal and RSS updates from customer-entered subscription Sign-up with groups such as Trust Portal - Support Tickets Complements Trust Posts on cloud incidents Master Ticket broadcasts provide cloud incident updates on related tickets reported by customers via support tickets Continually updated during cloud incidents with more specific details than Trust Posts SMS Alerts Near Future Zscaler sends SMS updated via SMS Customers subscribes and maintain contact data 22

Incident Alerts + Notifications Model 23

Trust Portal Sign up for Trust Notifications at You can get alerts via or RSS Best Practice – use an group 24

Trust Portal 25 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

Software Release Process 26 Major Release – A major release is defined to include several new product features that customers can utilize. There are typically two major releases per year. Customers are notified at least two weeks in advance before a Major Release. Major releases are installed on the Beta Cloud for several weeks prior to release on other production clouds. Maintenance Release – A maintenance release is defined to include bug fixes and minor enhancements but no new major features. Maintenance releases are typically planned six weeks after a Major Release which addresses bugs reported by customers and also found internally that can wait a few weeks before release. Customers are notified at least one week in advance before a Maintenance Release. Patch Updates Patches are typically performed weekly, but biweekly for each specific cloud (alternating 2 clouds of 4, every week) Also performed on an as needed basis to address ‘hot’ fixes that cannot wait for a scheduled weekly update. If service affecting, then a hour notice will be provided on the Zscaler Trust site which can be subscribed to, to receive alerts

Web Admin Portal 27

Web Admin Portal Confirm login and access Where to find PAC files Quick Analytics overview – Executive Report Locations How to contact support 28

Verify Login Navigate to your zscaler cloud – you should have been provided this information in your welcome Examples of Admin Portals Verify that you can login with the address and password provided 29

Update Company Profile to get Notifications Located under Administration/Profile Click on each tab and update Technical, Billing, and Business contact information This will set you up to receive notifications on Zscaler cloud maintenance, security briefs, and informational alerts Best Practice is to use an group for this Remember to click save and ACTIVTE 30

Zscaler App The Zscaler App is a client installed on Windows and Mac desktops that enables users to get all of the benefits of the Zscaler Cloud Security Platform for Internet traffic, as well as granular, policy-based access to internal resources from a single point. Managed under Policy/Zscaler App Portal 31

Analytics Portal Real-time Reporting: Get graphical, detailed views into user transaction logs across platforms, applications, devices, and locations in real time. Instant Analysis: With Zscaler, you don’t have to wait for scripts to be written to get the answers you need. Administrators can easily parse through billions of user transactions across 180 countries to get answers to specific questions in just seconds. Advanced Security: With Zscaler you can easily detect and block malware and other advanced persistent threats, even on mobile devices. Cross-correlation: Users can switch devices, locations, or move between web applications, and mobile, and transactions are quickly and easily correlated. Improved Compliance: Zscaler logs every user transaction and makes those logs easily available for reporting and analysis. Logs are stored for six months by default, and additional storage is available. Reports can be instantly generated and answers to any query delivered in seconds, making it easier to comply with legal requirements. Reduced Storage Costs. Zscaler automatically logs all user transactions and stores them in the Zscaler Security Cloud, removing the need to buy additional storage or manage backups. Transactions are stored by default for six months, and additional storage is available. 32

Dashboards Bandwidth Security Traffic Trends 33

Schedule an Executive Report 34 Access Executive Reports under the Analytics tab The Executive Report will give you a high level summary of harmful activities, potential threats, and client activity seen on your network You can Schedule the report to be ed to you via the Schedule Button

F90 Resources 35

Online Resources 36 ResourceDescription Help Portal Product documentation, knowledge base, case submission, and case view Remote Assistance Allow support to access your portal configuration and logs Submit a Ticket Support case submission Cloud Configuration Requirements IP addresses and ports in use by the Zscaler service Threat Library Review details regarding threats blocked by the Zscaler service Zulu Zscaler website risk analyzer Security Research Blog Official blog of the ThreatLabZ research team ThreatLabZ Whitepapers, tools, advisories etc. from the ThreatLabZ research team Proxy Test ip.zscaler.com – a utility to check if the Zscaler service is in use URL Lookup Review current website categorizations Blacklisted IP Check Review if Zscaler is blacklisting service access from an IP address

ip.zscaler.com Great resource to validate zscaler connectivity Verify that you are logged in with the correct user You can see Your point of egress Your zscaler cloud Zscaler Proxy IP address Check your connection quality Run Network Analysis Tool 37

Tool - ZA (Zscaler Analyzer) 38 Downloadable Tool Exportable Data Use in multiple locations Baseline trends over-time Latency + path data

Training 39

Training As a new customer you purchased at least 1 training credit as a part of your Zscaler bundle. You should have received an from with your login To access our Learning Management System (LMS) navigate to: Browse to: Click the “Sign Up” button For Key ID enter: {Key provided by ZCCA costs 1 training credit, ZCCP costs 4 training credit You can purchase additional training credits Contact your sales rep for more information 40

Zscaler Training + Certifications 41 visit

Additional Training Videos 10 Minute Deployment Video - A5Rpbs&feature=youtu.behttps:// A5Rpbs&feature=youtu.be PAC file basics

Questions? 43 Review of any open questions

TAM Onboarding

Agenda Review TAM role+ duties Review TAM support process Review TAM account-specific engagement tools Account Technical profile Incident Response Plan Configuration Audits Review customer overall plans, goals, status Review plans, goals, status Review deployment plan and next actions Schedule engagement meetings, Weekly, Monthly Quarterly, and DAS if DAS is purchased 45

TAM Role Overview Zscaler Service Model Customers get Standard support included with purchased service Customers can purchase Premium support Customers are entitled to Premium Plus (TAM) support depending on Premium support spend levels per year. A designated TAM not a dedicated TAM TAM Role Major account technical post sales management Add strategic account guidance, work and manage technical issues Focus on accounts... Not simply tickets, like ZTAC does Regional business hours – (by exception after hours as required, for hot issues, maintenance, etc) ~60% Account Engagement Weekly, Monthly, Quarterly meetings – with proper contacts Project management – managed with tickets Proactive engagements – audits, reviews, strategy Keep and manage account profiles so all ZTAC can use ~40% Ticket focus Problem and Incident tickets Leverage Level-2 team and level-3 team 46

ZTAC Support Versus TAM Support Zscaler Technical Assistance Center – 24x7x365 Support L1, L2, L3 Support Engineers, Team Leads, Support Management TAM (Technical Account Manager) Regional support Provided with purchased Premium Plus Support package TAM provides business-hours support ZTAC Level-2 provides TAM-Account after hours support 47

Reporting An Issue - 3 Options 1) Admin Portal: Please use the Web form by clicking “?” on your Zscaler Admin Portal 2) Web Form: If you do not have access to the Zscaler portal, No Login required 3) 24x7 Phone: (Zscaler will open a Ticket) USA Toll Free: Global Direct: UK : France: Germany: Netherlands: Australia:

What Happens After An Issue Is Opened For General Tickets Issue grabbed by 24x7 Level-2 Engineer or TAM TAM’s auto alerted on all new Tickets TAM’s can grab ticket and work or assist on during business hours For Incident Tickets, In addition To Items In General Tickets TAM’s proactivity reach-out to affected customers (business hours) Customer tickets connected to a master ticket for the incident Frequent Master Ticket broadcast updates to all child tickets sent by support Master ticket updates end with RCA, typically same day 49

TAM Governance Process

TAM Engagement Meetings + Reporting Weekly Ticket focus Upcoming cloud event or customer event focus Monthly Subscription Status + Recommendations Traffic Analysis + Recommendations Ticket Review Incident Review Projects Cloud Notifications Cloud Availability Weekly Report Example Monthly Recommendation Report Example

Incident Response Plan Joint customer and Zscaler agreed-upon Incident Response Plan Goal is to minimize end-user impact during incidents - PROACTIVELY Created for all TAM Accounts, by each TAM Achieved by Communication plan, information gathering plan Fail-over/mitigation plan, Proactive test and exercise of Fail-over/mitigation plan

Incident Response Plan – Example DR Plan TypeRecovery Plan OptionsApproval Plan Notes Latency / Tunnel Flapping1. manually fails over to back up tunnel 2. Zscaler continues to investigate issue 1. IT Network Team 2. Zscaler TAM Used when tunnel is not hard down Authentication – CA Issue1. to change all url categories to bypass authentication 2. Zscaler continues to investigate issue 1. IT security team 2. Zscaler TAM DC Down 1. router to fail over tunnel automatically 2a. If known, TAM communication of incident to 2b. Verbal/ communication from of incident 3. Zscaler to investigate issue and follow up 1. No approvals neededIf set-up properly, automatically occurs False Positive Web Site Block1. to communicate issue to TAM 2. TAM to submit evidence and detail of issue to appropriate department. (engineering, Security, or operations) 3. to bypass site block in appropriate manner pending investigation 1. IT security team 2. Zscaler TAM Pac File Retreival Failure1. ABInBev to push GPO to switch from using pac file to internet proxy settings (gateway.zscalertwo.netproxy port 80) 1. IT Network Team 2. IT Management Team 3. Zscaler TAM local bypass list will need to be configured prior and staged. 53

Technical Profile Template

Thank you