Zscaler Support Best Practices Guide Version 1.19 - November 8, 2017

Zscaler Support Model MANY MOVING PARTS SUPPORT MODEL Customer Network 1 -Traffic Forwarding - PAC, GRE Tunnels, IPSEC, Egress Points 2 -Authentication - SSO (SAML, Kerberos) Zscaler Hosted DB 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 8 -End Devices - Computer, Mobile devices, Zapp Customer Network Zscaler Cloud Apps I N T E R 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

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

24x7 Global Support Team Model

Reporting An Issue 1) Admin Portal: 2) Web Form: 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

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 “Escalate Support Ticket” button -  https://help.zscaler.com/page/submit-ticket 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

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 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 “Escalate Support Ticket” button -  https://help.zscaler.com/page/submit-ticket 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

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

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

Help Portal Access – Via Zscaler Admin Portal Click on “?” on the upper right hand corner of the Zscaler admin portal

Help Portal

Incident Alert + Notifications Model

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

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

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

Zscaler Service Continuity Customer Notification Protocol Change Type for Service Continuity Typical Frequency Summary Notice On Trust Email Notification Planned Security Update Continuous Real-time threat updates to the cloud No Service Patch Weekly Cloud optimizations and service tuning 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 service Yes (min 7 days prior) Unplanned Service Incident N/A Significant service issue impacting multiple customers Yes (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

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 DEFINE DESIGN CONFIGURE GUIDANCE TEST GUIDANCE PHASE-1 LIMITED PHASE-2 EXPANDED 90-DAY CHECK-IN PHASE-3 FINAL Hand-over from Sales Review requirements Design questionnaire Complete design Document design Migration strategy Test strategy Best Practice Guidance On: Traffic forwarding Authentication Policy structure Reporting Internal IT testing Test key applications Test business process 1 Site ~10 users Multiple sites ~50 users Road warriors 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)

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

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