1 / 20

Zscaler Support Best Practices Guide

Zscaler Support Best Practices Guide. Version 1.20 - January 1, 2020. Zscaler Support Model. MANY MOVING PARTS 1 -Traffic Forwarding - PAC, GRE Tunnels, IPSEC, Egress Points 2 -Authentication - SSO (SAML, Kerberos) Zscaler Hosted DB

mvelasquez
Download Presentation

Zscaler Support Best Practices Guide

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Zscaler SupportBest Practices Guide Version 1.20 - January 1, 2020

  2. Zscaler Support Model • MANY MOVING PARTS • 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 I N T E R N E T Zscaler I N T E R N E T Cloud Apps • 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

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

  4. 24x7 Global Support Team Model

  5. 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) 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

  6. 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 link - https://help.zscaler.com/escalate-ticket2 • 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

  7. 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 link - https://help.zscaler.com/escalate-ticket2 • 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

  8. 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

  9. 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

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

  11. Help Portal

  12. Incident Alert + Notification Model

  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

  14. 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

  15. 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

  16. Zscaler Service Continuity Customer Notification Protocol

  17. 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

  18. 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 CONFIGURE GUIDANCE TEST GUIDANCE DESIGN 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)

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

  20. Thank you

More Related