1. Zscaler Support Best Practices Guide Version 1.16 - September 27, 2016

2. Global Support Team

3. Support Packages 2 Standard Support (Included with Zscaler service) Premium Support (Purchased) Premium Plus Support (Provided at qualified purchased service levels) TAM = Technical Account Manager

4. Problem + Incident Ticket Flow – By Service Level 3

5. Reporting A New Issue - 2 Options 1) Admin Portal (Recommended): https://admin.xxxx.net/ (xxxx = add your specific admin portal link)https://admin.xxxx.net/ 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: +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

6. Escalating a Ticket - 3 Options 1) Customer Thermometer Button Find buttons on your ticket email 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 https://admin.xxxx.net/ (xxxx = add your specific admin portal link)https://admin.xxxx.net/ Click“?” on your Zscaler Admin Portal, then click on “Submit a Ticket’ Then Click “Escalate A Ticket” button - https://help.zscaler.com/page/submit-tickethttps://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 5

7. 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 6

8. Submitting A Ticket 7 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 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

9. 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 8

10. Ticket Priorities 9

11. Help Portal Access – Via Zscaler Admin Portal 10 Click on “?” on the upper right hand corner of the Zscaler admin portal Support Ticket creation and status Help Portal - Knowledgebase documents Security Tools

12. Help Portal 11

13. 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

14. Incident Alerts + Notifications Zscaler provides multiple types of alerts + notifications on cloud incidents Trust Portal Email and RSS updates from customer-entered subscription Sign-up with email groups such as myteam@company.com Trust Portal - https://trust.zscaler.comhttps://trust.zscaler.com 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 13

15. Incident Alerts + Notifications Model 14

16. Tool - ZA (Zscaler Analyzer) 15 https://zmtr.zscaler.com Downloadable Tool Exportable Data Use in multiple locations Baseline trends over-time Latency + path data

17. Software Release Process 16 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 24-48 hour notice will be provided on the Zscaler Trust site which can be subscribed to, to receive email alerts

18. Zscaler Training + Certifications 17 visit https://inter.viewcentral.com/reg/zscaler/cataloghttps://inter.viewcentral.com/reg/zscaler/catalog

19. TAM Governance Process

20. Thank you