Zscaler Support Best Practices Guide

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