Secure Internet and SaaS Access (ZIA)
Zscaler Service Continuity Customer Notification Protocol
The following table provides information on Zscaler Service Continuity Customer Notification Protocol:
| Change Type | Typical Frequency | Summary | Notice On Trust | Email Notification | |
|---|---|---|---|---|---|
| Planned | Security Update | Continous | Real-time threat updates to the cloud | No | No |
| Service Update | Weekly | Cloud optimizations, feature enablement, and service tuning | Standard published maintenance window | No | |
| Service Upgrade | 3-6 Months | New platform capabilities and enhancements | Yes (minimum 24 hours prior) | Yes (minimum 7 days prior) | |
| Infrastructure Update | Weekly | Data center and network maintenance. No customer-visible IP address addition or removal | Yes (minimum 24 hours prior) | No | |
| Infrastructure Upgrade | Monthly | Customer-visible additions or removals of data centers and IP addresses | Yes (minimum 24 hours prior) | Yes (minimum 60 days prior) | |
| Secrets Management | Yearly | SAML Certificate Update | Yes (minimum 60 days prior) | Yes (minimum 60 days prior) | |
| Unplanned | Service Incident | N/A | Imminent or occurring service issue impacting multiple customers | Yes (during incident period) | No |
Zscaler's Service Continuity Policy governs how and when we make changes to our services. Our End-of-Sale (EOS) and End-of-Life (EOL) Policy is separate from our Service Continuity Policy. To learn more, see EOS and EOL Policy.