Support Guide

Zscaler Support Guide
Delighting our customers

Zscaler Support Services provides expertise & tools to help customers get
deployment recommendations and efficiently solve technical issues. This
allows our customers to derive maximum value from their Zscaler investment
while minimizing the operational costs and recurring problems. This guidesummarizes best practices on how to leverage Zscaler Support Services.
Zscaler Support Offerings
Zscaler has built multiple support offerings tailored to each organization’s unique requirements and needs.
The table below provides an overview of capabilities, deliverables, and SLAs. Premium Support is a paid
upgrade from our default embedded Standard Support with the license purchase. Premium Support
subscription customers meeting certain criteria qualify for the elevated Premium Plus services, with theassignment of a Technical Account Manager (TAM) supplemented by Zscaler’s senior support engineersfor an enhanced support experience.

Zscaler
Support-at-a-GlanceStandardPremium

Premium Plus

Premium Plus 16

Premium Plus 24

Business Hours Access
8x5

check

checkcheckcheck

check

Access 24 x 7 x 365—checkcheckcheckcheck

Phone / Web Portal /Admin Console / Chat Bot

check

check

check

check

check

Online Training, User
Guides, Knowledge Basecheckcheckcheckcheckcheck

Support Experience Level

Technical Support
Engineer (Pool)

Technical Support
Engineer (Pool)

Sr Technical Support
Engineer (Pool)

Sr Technical Support
Engineer (Pool)

Sr Technical Support
Engineer (Pool)TAM Engagement——

Consulting,troubleshooting, andweekly operational review

Consulting,troubleshooting, andweekly operational review

Consulting,troubleshooting, andweekly operational review

TAM Coverage——

1 time zone during
working hours (8x5)

2 times zone during
working hours(16x5)

24x5 working hours

For example, US only

For example, US & Europe

SLA GOALSP1 Response

2 hrs

30 min15 min15 min15 minP2 Response

4 hrs

1 hr

30 min30 min30 minP3 Response

12 hrs

3 hrs

2 hrs

2 hrs

2 hrs

P4 Response

48 hrs

4 hrs

4 hrs

4 hrs

4 hrs

© 2022 Zscaler, Inc. All rights reserved.

How to open a support ticket
Submitting a ticket via the admin console

Documentation and knowledge
base (KB) articles• Fastest way to submit a ticket.

Documentation• Providing “Preferred Contact Time Zone”• All product documentation, including releaseenables the support team to call you when
you are available.

notes, is located under https://help.zscaler.com.
• Troubleshooting sections are createdby products.
• Release notes get updated as frequently as we
update products and capabilities in the cloud.
Knowledge base
• Knowledge base articles are searchable directlyfrom the customer support portal by searchingspecific topics.

Web form• For customers that don’t have access to theZscaler console, tickets can be submitted via
a web form.
Phone support• To get live access to one of our support
engineers, you can directly call ourphone support.

Remote assistanceAmericas• Enabling remote assistance in READ ONLY

USA Toll Free: +1-844-971-0010

mode enables our support team to review

Global Direct: +1-408-752-5885

your configuration and assist you efficiently.

US Federal Govt: +1-866-439-1163
EMEA• Logs can be anonymized to ensure privacy
requirements are met.

UK: +44-20-3319-5076
France: +33-1-7627-6919
Germany: +49-8-91-4377-7444
Netherlands: +31-20-299-3638
Asia/Pacific
Australia: +61-2-8074-3996
India: 000-8000-502-150© 2022 Zscaler, Inc. All rights reserved.

Support Guide2

How to escalate an issueTools• Make sure you have a ticket opened that includes

Proxy test

business, user impact, and issue details.

• The following URL can be used to verify if
you are going through the Zscaler service:https://ip.zscaler.com.

• In order for us to help you faster with your urgent
cases, please call Zscaler Customer Support.
Find regional Zscaler customer support numbers
at https://help.zscaler.com/phone-support.
• You can escalate the ticket via the customer
services portal.
Performance testing• The following URL provides performance testingfrom the client to the Zscaler service:https://speedtest.zscaler.com.

• You can also call phone support.
• Premium Plus customers are provided with apersonalized escalation matrix as part of thebusiness continuity plan.

Trust portal• To view any maintenance or incident, use
Zscaler trust portal.
• You can get notifications with any changes orongoing incident events by RSS feed or email.

© 2022 Zscaler, Inc. All rights reserved.

Zscaler threat library• Detailed descriptions on threats identified
by Zscaler.

Support Guide3

IP addresses ranges

Social ecosystem• Zscaler continuously updates theZscaler community

IP addresses used by the different
products and technologies.

• Zscaler has built a community portal
for Zscaler customers.
• Join and learn from your peers in the industry.

Service continuity policy• Zscaler applies continuous updates on thecloud so customers can benefit from optimized
security protection and features.
• Updates are performed during the regional
off-peak hours.

Zscaler blog
• Learn about industry trends, best practices,security research, and forward-thinking topics
from our blog.

• ZIA service continuity protocol.

End of sale and end of life policy• Zscaler services and products are continuously
improved and earlier products may reach
EoS or EoL milestones.

About Zscaler
Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient,and secure. The Zscaler Zero Trust Exchange protects thousands of customers from cyberattacks and data loss
by securely connecting users, devices, and applications in any location. Distributed across more than 150 data
centers globally, the SASE-based Zero Trust Exchange is the world’s largest inline cloud security platform.
Learn more at zscaler.com or follow us on Twitter @zscaler.
+1 408.533.0288

Zscaler, Inc. (HQ) • 120 Holger Way • San Jose, CA 95134© 2022 Zscaler, Inc. All rights reserved. Zscaler™,Zero Trust Exchange™, Zscaler Internet Access™,ZIA™, Zscaler Private Access™, ZPA™ andother trademarks listed at zscaler.com/legal/
trademarks are either (i) registered trademarks orservice marks or (ii) trademarks or service marksof Zscaler, Inc. in the United States and/or othercountries. Any other trademarks are the propertiesof their respective owners.

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