Zscaler Support Best Practices Guide. Version April 1, 2016

Transcription

1 Zscaler Support Best Practices Guide Version April 1, 2016

2 Global Support Team

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

4 Problem + Incident Ticket Flow By Service Level 3

5 Reporting An Issue - 3 Options 1) Admin Portal: (xxxx = add your specific admin portal link) Then 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:

6 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 5

7 Submitting A Ticket 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) Submitting a Ticket Via Direct Web Form If you do not have access, please use the link: Submitting 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 6

8 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 7

9 Ticket Priorities 8

10 Help Portal Access Via Zscaler Admin Portal Click on? on the upper right hand corner of the Zscaler admin portal Support Ticket creation and status Help Portal - Knowledgebase documents Security Tools 9

11 Help Portal 10

12 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 11

13 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 [email protected] 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 12

14 Incident Alerts + Notifications Model 13

15 How to Escalate Tickets General Support: Ticket or Phone - Simply ask the support engineer to escalate the ticket Zscaler Admin Portal See Help (top right of admin portal) then select Submit a Ticket See Escalate a Ticket - Clicking the link s the Zscaler escalation team Zscaler Web Form If no portal access, can also escalate a case on this link TAM Accounts: Escalate to your designated TAM for business hours support 14

16 Tool - ZA (Zscaler Analyzer) Downloadable Tool Exportable Data Use in multiple locations Baseline trends over-time Latency + path data 15

17 Software Release Process 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 Patches are performed on an as needed basis to address hot fixes that cannot wait for a scheduled maintenance release. The fixes that are included in the patch, are agreed upon between customer and Zscaler. Depending upon the customer impact of the patch during the upgrade, a customer notification may not be required. Eg if the patch only requires ZEN upgrade, this can be done transparently, with no affect to the end-user and does not require a customer upgrade notification. If service affecting, then hours notice will be provided on Zscaler Trust site. 16

18 Zscaler Training + Certifications visit 17

19 TAM Governance Process Goals Weekly Monthly Quarterly Tactical Review with day-today network and security engineers Tactical and strategic review with network and security management Strategic quarterly business review with Director level network and security management Meeting Type Call / Remote session Call / Remote session Sales locally, TAM Remote Customer Network Engineers Network Managers Security Engineers Security Managers Attendees Zscaler Attendees Network Directors Security Directors. CIO, CISO TAM TAM Sales team Lead, TAM, CA

20 Thank you