Support Offerings

Support Services are available through the Zscaler Help Portal and Admin Portal. Upon reporting the incident (via phone, web form, or a customer's administrative UI), it will be assigned a unique Support ID number that must be used in all future correspondence until the incident is resolved. If Zscaler helpdesk is not able to immediately address the incident, the request for service is logged and Zscaler will respond to the customer according to the severity and support levels listed below.

Support Offerings Overview

Zscaler provides the following Support Offering levels:

Standard Support

  • Included in the fees for all products.
  • Provides Zscaler helpdesk access only during 8x5 business hours, based on your geography.

Essential Support | Support Plus | Premium Support Advanced | Premium Support Advanced Plus

  • Can be purchased for an additional fee.
  • Provides Zscaler helpdesk access 24x7x365.
Zscaler Support At-A-Glance
STANDARD
ESSENTIAL
SUPPORT PLUS
PREMIUM SUPPORT ADVANCED
PREMIUM SUPPORT ADVANCED PLUS
Access 24 x 7 x 365
Phone / Web Portal / Admin Console
Online Training, User Guides, Knowledge Base
Support Experience Level
Technical Support Engineer (Pool)
Technical Support Engineer (Pool)
Senior Technical Support Engineer (Pool)
Senior Technical Support Engineer (Pool)
Focal Support (Pod)
Account Engagement Overview *
N/A
N/A
Support Case Reviews, Operational Reviews, Business Continuity Plan, Configuration Audit, Service Resiliency Audit
Support Plus + Health Check, Proactive Product Notifications, Zscaler Operational Runbook, Customized Training Plans, Security Policy Reviews, Architecture Reviews
Premium Support Advanced + Focal Support, Enhancement Request Review & Prioritization
HELPDESK SLA GOALS
P1 - Initial Response
2 hours
30 minutes
15 minutes
15 minutes
15 minutes
P2 - Initial Response
4 hours
1 hour
30 minutes
30 minutes
30 minutes
P3 - Initial Response
12 hours
3 hours
2 hours
2 hours
2 hours
P4 - Initial Response
48 hours
4 hours
4 hours
4 hours
4 hours

Zscaler Support Recommendations and Guidelines

There are several best practices to follow when contacting and working with Zscaler Support. To learn more, download the Support Best Practices Guide. Zscaler also recommends referring to the Zscaler Support data sheets on www.zscaler.com.