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Product Sheets

Last Updated: March 1, 2019

In order for any of the below Product Sheets to apply, You must purchase the applicable Product through an Order with Zscaler.

These Product Sheets may be periodically updated and the current version will be posted at www.zscaler.com/productsheets. Your continued use of the Products after a revised Product Sheet has been posted constitutes your acceptance of its terms.


Table of Contents

PRODUCT SHEET – Software-as-a-Service (SaaS) and Software 

PRODUCT SHEET – Hardware 

PRODUCT SHEET – Deployment Advisory Services (DAS) 

PRODUCT SHEET – Support Services and Technical Account Manager (TAM)


PRODUCT SHEET - Software-as-a-Service (SaaS) and Software 

1.  Definitions.   For purposes of any Product Sheets, the following definitions shall apply:
 

1.1 “Data Packet” means a unit of data made into a single Internet Protocol (IP) package that travels along a given network path.

1.2 “Device Traffic” means all internet traffic flowing through the Products that is not covered under the definition of Customer User such as server-initiated internet traffic, other devices (e.g. IoT, point of sale, kiosks, etc.) and/or any guest WiFi devices that are not already associated with a Customer User.

1.3 “DNS Transaction” means a recursive DNS query sent from Customer through its use of the SaaS. 

1.4 “Excluded Applications” means Customer application(s) that are unavailable due to (a) failure by Customer’s network to forward traffic to Zscaler; (b) failure by an intermediate ISP (other than Zscaler’s direct ISP(s)) to deliver traffic to Zscaler; (c) a Customer-implemented policy change; and/or (d) Zscaler scheduled maintenance as posted on the Trust Portal. 

1.5 “Excluded Transactions and Sessions” means Transactions and Sessions that are not processed due to (a) failure by Customer’s network to forward traffic to Zscaler; (b) failure by an intermediate ISP (other than Zscaler’s direct ISP(s)) to deliver traffic to Zscaler; (c) a Customer-implemented policy change that causes Transactions and Sessions to drop; (d) Zscaler scheduled maintenance as posted on the Trust Portal; and/or (e) the internet traffic flowing through a VZEN which is deployed behind Customer’s firewall in Customer’s network (Zscaler has no access to or control of the operation and/or use of the VZEN).

1.6 “Known Virus” means a virus for which, at the time of receipt of content by Zscaler: (i) a signature has already been made publicly available for a minimum of one (1) hour for configuration by Zscaler’s third party commercial scanner; and (ii) is included in the Wild List located at http://www.wildlist.org and identified as being “In the Wild” by a minimum of three (3) Wild List participants.  

1.7 “Premium Data Centers” means those data centers located in Africa, Australia, Central & South America, Mainland China, and the Middle East.

1.8 “Qualified DNS Transactions” means the following: (i) the lookup is already cached by Zscaler’s recursive DNS server, or if it’s not cached, the response time of the authoritative DNS server is not counted as part of the Latency Agreement; and (ii) a reasonable level of service consumption (based on the number of purchased DNS Transactions per Location).

1.9 “Qualified Transactions and Data Packets” means the following: (i) less than 1 MB HTTP GET request and response; (ii) not SSL-intercepted; (iii) not related to streaming applications; (iv) not subject to bandwidth management rules (QoS enforcement); and (v) a reasonable number of Transactions and Data Packets per Seat (based on Zscaler’s cloudwide average).

1.10 “Session” means any non-HTTP or non-HTTPS request sent to or from Customer through its use of the SaaS.

1.11 “Third Party Materials” means software or other components that are licensed to Zscaler by third parties for use in a Product, including but not limited to open source software.

1.12 “Transaction” means an HTTP or HTTPS request sent to or from Customer through its use of the SaaS.

1.13   “Trust Portal” means the Zscaler portal located at https://trust.zscaler.com where Zscaler posts cloud health and maintenance notices.
 

2. Subscription Rights for Zscaler Internet Access (ZIA). Subject to the terms and conditions set forth in this Agreement, Zscaler grants Customer and its Affiliates a limited, non-transferable/non-assignable (except as set forth in the Agreement), non-exclusive right to access and use the SaaS during the Subscription Term for the number of purchased Seats and/or monthly gigabyte (GB) of Device Traffic. A Seat may only be transferred from one individual to another if the original user is no longer permitted to access, and does not access, the Internet in connection with the SaaS.

3. Subscription Rights for Guest Wi-Fi Security.  Subject to the terms and conditions set forth in this Agreement, Zscaler grants Customer and its Affiliates a limited, non-transferable/non-assignable (except as set forth in the Agreement), non-exclusive right to access and use the SaaS during the Subscription Term for the number of purchased Locations.

4. Subscription Rights for Zscaler Private Access (ZPA).  Subject to the terms and conditions set forth in this Agreement, Zscaler grants Customer and its Affiliates a limited, non-transferable/non-assignable (except as set forth in the Agreement), non-exclusive right to access and use the SaaS during the Subscription Term for the number of purchased Seats.  A Seat may only be transferred from one individual to another if the original user is no longer permitted to access, and does not access, the SaaS. 

5. License Grant for Software.   Subject to the terms and conditions set forth in this Agreement, Zscaler grants Customer and its Affiliates a limited, non-transferable/non-assignable (except as set forth in the Agreement), non-exclusive right to download and use the Software on a compatible laptop, desktop, or personal mobile device, in order to connect to the SaaS. 

6. Non-Authenticated Users for ZIA.  Customer and its Affiliates are responsible for ordering the correct number of Seats. Therefore, if Customer or any Customer Affiliate chooses not to authenticate its users and cannot reasonably determine the number of Seats being used, then every 2,000 Transactions per day flowing through the SaaS shall be considered a “Seat” (i.e. the number of Seats used would be calculated by dividing the total number of Transactions flowing through the SaaS per day by 2,000).

7. Third Party Materials.  The Products may include Third Party Materials, which will not diminish the rights provided herein or limit Customer’s ability to use the Products in accordance with the applicable Documentation.

8.  Customer Logs.   In order to provide the SaaS under this Agreement, Customer agrees that Zscaler shall have the right to process, use, reproduce, store, modify, and display the information from the Customer Logs (as defined below). During the deployment process, Customer may choose to have its Customer Logs stored in either (1) the United States or (2) the European Union & Switzerland.
 

8.1 For ZIA, “Customer Logs” means the metadata of all network traffic sent to or received from Customer through its use of the SaaS. Customer Logs shall be retained by Zscaler for rolling six (6) month periods during the Subscription Term. Upon termination or expiration of the Subscription Term, the Customer Logs shall be deleted by Zscaler pursuant to the six (6) month retention cycle. If Customer orders Zscaler’s Nanolog Streaming Service (NSS), then Customer may stream the Customer Logs in real-time to Customer’s premises where the Customer Logs can be sent to multiple Customer systems allowing Customer to retain the Customer Logs for however long it chooses.

8.2 For ZPA, “Customer Logs” means collectively the User Logs, the Connector Logs, and the Audit Logs. "User Logs" means the activity logs of Customer Users accessing Customer internal applications through ZPA. "Connector Logs" means the activity logs of the ZPA Connector, which is set up by Customer to allow Customer User access to Customer internal applications through ZPA. "Audit logs" means the activity logs of configuration changes made by Customer via the ZPA admin portal. Customer Logs do not include Customer’s internal system logs. User Logs and Connector Logs shall be retained by Zscaler for rolling fourteen (14) day periods during the Subscription Term, and Audit Logs shall be retained by Zscaler for rolling six (6) month periods during the Subscription Term. Upon termination or expiration of the Subscription Term, the Customer Logs shall be deleted by Zscaler in accordance with the foregoing fourteen (14) day or six (6) month retention cycle, as applicable. If Customer orders the ZPA log streaming service, then Customer may stream the User Logs and Connector Logs in real-time to Customer’s premises where the User Logs and Connector Logs can be sent to multiple Customer systems allowing Customer to retain them for however long it chooses.

8.3 For Guest Wi-Fi Security, “Customer Logs” means collectively the Raw Logs and the Summarized Logs. “Raw Logs” means the metadata of all DNS Transactions sent to or received from Customer through its use of the SaaS, and shall be retained by Zscaler for rolling two (2) week periods during the Subscription Term. “Summarized Logs” means the summarized versions of the Raw Logs, and shall be retained by Zscaler for rolling six (6) month periods during the Subscription Term. Upon termination or expiration of the Subscription Term, the Customer Logs shall be deleted by Zscaler pursuant to the two (2) week or six (6) month retention cycle.  

8.4 For Zscaler App (Z App), “Customer Logs” means the packet capture logs of Customer’s Transactions. Customer can globally enable or disable the packet capture. Customer has access to these Customer Logs at all times, and can delete the Customer Logs from the applicable laptop, desktop or personal mobile device.
 

9. Excessive Bandwidth Consumption for ZIA and ZPA.  If Customer’s average per-Seat bandwidth consumption increases above Customer’s Bandwidth Baseline by more than one-hundred percent (100%) for a sustained ninety (90) day period, Zscaler will notify Customer/Partner and Customer agrees to work with Partner/Zscaler in good faith to investigate the reason(s) for Customer’s bandwidth increase (e.g. additional non-purchased Seats using the Products, changes in Customer’s network, etc.), and determine a bandwidth reduction plan or another mutually agreeable solution. If the parties are unable to reach a mutually agreeable solution within thirty (30) days, then Partner/Zscaler may, upon thirty (30) days’ written notice, terminate the remaining portion of the Subscription Term and refund to Customer/Partner any pre-paid Fees pro-rated for the unused portion of the Subscription Term.  For purposes of this Agreement, “Customer’s Bandwidth Baseline” means the average per-Seat bandwidth consumption determined by Zscaler over the 90-day period following the start of Customer’s subscription to the SaaS.

10. Additional Seats, Locations, or Device Traffic (applicable for all SaaS).  Customer is responsible for ordering the correct number of Seats, Locations (including appropriate amount of DNS Transactions), and/or monthly GB of Device Traffic. For any additional Seats, Locations, and/or Device Traffic needed during the Subscription Term, Customer agrees to place an additional Order with Zscaler/Partner for such additional Seats, Locations, and/or Device Traffic. The additional Seats, Locations, and/or Device Traffic will be pro-rated and co-terminous with the then-current Subscription Term. The parties will jointly review the number of Seats, Locations (including associated amount of DNS Transactions), and/or Device Traffic using the Products on a quarterly basis, and if it is determined that Customer is using more Seats, Locations, and/or Device Traffic than it has ordered, Customer agrees to place an additional Order for the additional Seats, Locations, and/or Device Traffic. Notwithstanding the preceding, Customer’s monthly GB of Device Traffic or number of DNS Transactions may increase by one-hundred percent (100%) during Customer’s then-current Initial Subscription Term or Renewal Subscription Term without Customer having to purchase additional Device Traffic or Locations; however, such additional Device Traffic and/or Locations must be purchased by Customer on the next Renewal Subscription Term.

11. Data Centers (applicable for ZIA and ZPA).  All standard data centers are included in the Fees for the SaaS. However, use of Premium Data Centers shall require additional Fees for permanent users (i.e. not roaming users) based in such Premium Data Center regions. Additionally, use of data centers located in the Middle East and China may require separate approvals and disclosure of Customer’s name to Zscaler’s regional provider.

12. Service Level Agreements.  Zscaler provides the Service Level Agreements set forth in Attachments 1 through 3 attached hereto for the SaaS (“Service Level Agreements”), subject to the terms and conditions set forth herein.

13. General Provisions for Service Level Agreements.
 

13.1. In order for any of the Service Level Agreements in Attachments 1 through 3 to apply, (i) Customer must subscribe to the SaaS that provides the applicable Service Level Agreement, (ii) Customer’s network must be properly configured pursuant to the Documentation, including but not limited to being configured on a 24 X 7 X 365 basis in a manner that allows Customer to take advantage of Zscaler’s redundant global infrastructure; and (iii) for Zscaler Private Access, at least two (2) Zscaler connectors are required at each Customer site connecting to the SaaS.

13.2. The SaaS will scan as much of the traffic downloaded as technically possible; however, it may not be possible to scan items that (i) are encrypted, encapsulated, tunneled, compressed, modified from their original form for distribution, (ii) have product license protection, or (iii) are protected by the sender in ways that Zscaler cannot inspect (e.g. password protected). Items (i) through (iii) are excluded from the Service Level Agreements.

13.3. The Service Credits set forth in the Service Level Agreements shall be Customer’s sole and exclusive remedy for failing to meet the applicable Service Level Agreement. In order to be eligible for a Service Credit, (i) Customer or Partner cannot be past due on any payments owed, and (ii) Customer or Partner must request a Service Credit via a support ticket within ten (10) days from the date of the incident giving rise to a Service Credit. Zscaler will research the incident(s) to determine if a Service Level Agreement was not met, and provide a response to the Customer no later than ten (10) days after the end of the month in which the incident occurred. For example, if the incident occurred on November 15th, and a support ticket was raised by Customer or Partner on or before November 25th, Zscaler would respond to Customer with the Service Level Agreement calculation by December 10th. Failure to comply with (i) and/or (ii) will forfeit Customer’s right to receive a Service Credit.

13.4. The dollar value of the Service Credit to be applied to the next invoice will be calculated by converting the Service Credit (i.e. the number of days) into the appropriate dollar number. For purposes of example, for a 12-month contract term with a total annual Fee of $500,000, and the Service Credit is determined to be “3 days,” then Zscaler would provide a credit to Customer or Partner equaling $4,109.59 (3 days / 365 days X $500,000) on Customer’s next invoice. 

13.5. The aggregate maximum Service Credit that Zscaler will issue for failing to meet any Service Level Agreements in a single calendar month will not exceed thirty (30) calendar days’ worth of SaaS.
 

Attachment 1

Service Level Agreement for Zscaler Internet Access
 

1. Service Availability Agreement

The SaaS will be available to accept Customer’s Transactions and Sessions 100% of the total hours during every month Customer uses the SaaS (the “Service Availability Agreement”). Service Availability is computed as a ratio of the number of Transactions and Sessions processed by Zscaler in any affected calendar month on behalf of Customer, to the number of Transactions and Sessions that should have been processed. Excluded Transactions and Sessions would not be factored into this Service Availability computation.

Failure to meet this Service Availability Agreement results in a Service Credit as follows:
 

Percentage of Transactions and Sessions Processed During a Month Service Credit
>= 99.999% N/A
< 99.999% but >= 99.99% 3 days
< 99.99% but >= 99.00% 7 days
< 99.00% but >= 98.00% 15 days
< 98.00% 30 days

2. Latency Agreement

Zscaler will process Customer’s Transactions and Data Packets with an average latency over a calendar month of 100 milliseconds or less for the 95th percentile of traffic (the “Latency Agreement”). The Latency Agreement is only applicable to Qualified Transactions and Data Packets. The processing of Transactions and Data Packets is measured from when the Zscaler proxy receives the Transactions and Data Packets to the point when the Zscaler proxy attempts to transmit the Transactions and Data Packets.

Failure to meet this Latency Agreement results in a Service Credit as follows:
 

Percentage of Qualified Transactions and Data Packets With Average Latency of 100 Milliseconds or Less Service Credit
>= 95.00% N/A
< 95.00% but >= 94.00% 7 days
< 94.00% but >= 90.00% 15 days
< 90.00% 30 days

3. Virus Capture Rate Agreement

Zscaler will capture 100% of all Known Viruses transmitted through the Transactions (the “Virus Capture Rate Agreement”). Virus Capture Rate is calculated by dividing the Transactions with Known Viruses blocked by the total Transactions with Known Viruses received by Zscaler on behalf of Customer.

For the Virus Capture Rate Agreement to apply, Customer must utilize the SaaS in accordance with the recommended anti-virus settings on Customer’s user interface. Customer’s systems are deemed to be infected if a Known Virus contained in a Transaction received through the SaaS has been activated within Customer’s systems, either automatically or with manual intervention. In the event that Zscaler detects but does not stop a Known Virus, Customer agrees to cooperate with Zscaler in order to identify and delete the item.

Failure to meet the Virus Capture Rate Agreement results in a Service Credit as follows:
 

Virus Capture Rate Service Credit
>= 99.00% 7 days
< 99.00% but >= 98.00% 15 days
< 98.00% 30 days

Attachment 2

Service Level Agreement for Guest Wi-Fi Security
 

1. Service Availability Agreement

The SaaS will be available to accept Customer’s outbound DNS Transactions 100% of the total hours during every month Customer uses the SaaS (the “Service Availability Agreement”).

Failure to meet this Service Availability Agreement results in a Service Credit as follows:
 

Percentage of DNS Transactions Processed During a Month Service Credit
>= 99.99% N/A
< 99.99% but >= 99.9% 15 days
< 99.9% 30 days

2. Latency Agreement

Zscaler will process the content of Customer’s DNS Transactions with an average latency over a calendar month of two (2) milliseconds or less for the 95th percentile of traffic (the “Latency Agreement”). The Latency Agreement is only applicable to Qualified DNS Transactions.

Failure to meet this Latency Agreement results in a Service Credit as follows:
 

Percentage of Qualified DNS Transactions With Average Latency of 2 Milliseconds or Less Service Credit
>= 95% N/A
< 95% but >= 94% 7 days
< 94% but >= 90% 15 days
< 90% 30 days

Attachment 3

Service Level Agreement for Zscaler Private Access
 

Service Availability Agreement

The SaaS will be available 100% of the total hours during every month Customer uses the SaaS (the “Service Availability Agreement”). Excluded Applications would not be factored into the Service Availability computation.

Failure to meet this Service Availability Agreement results in a Service Credit as follows:
 

Availability Percentage Service Credit
>= 99.999% N/A
< 99.999% but >= 99.99% 3 days
< 99.99% but >= 99.00% 7 days
< 99.00% but >= 98.00% 15 days
< 98.00% 30 days

PRODUCT SHEET – Hardware

1. Rights, Restrictions and Delivery
 

1.1. Rights. Subject to the terms and conditions set forth in this Agreement, Zscaler shall permit Customer to install at Customer’s premises or a data center selected by Customer one or more PZENs and to utilize such PZENs solely to enable the SaaS. Customer agrees that Zscaler shall have the ability to perform any maintenance or make any alterations, updates, enhancements, additions or improvements to the PZENs at any time without Customer’s consent. Except as otherwise permitted herein, Customer will not, and will not permit, any third party (including any employees, agents or contractors of Customer) other than Zscaler or Zscaler authorized agents, to access or service any PZENs.

1.2. Restrictions.  Customer agrees to use the PZENs only in accordance with instructions provided by Zscaler. The PZENs may only be used with hardware and software provided by Zscaler. Customer agrees not to (i) load any other software onto the PZENs; or (ii) grant any third party access to or use of the PZENs, or any portion thereof, whether on a service bureau, timesharing, subscription service, rental or application service provider basis or otherwise. Customer shall not, without Zscaler’s consent, make any alterations, updates, enhancements, additions or improvements to the PZENs. Notwithstanding the preceding, Zscaler may ask Customer to perform reboots, hardware swaps, etc. on the PZENs.

1.3. Delivery. Each PZEN shall be suitably packed for shipment in Zscaler’s standard cartons, marked for shipment at Customer’s address specified in the applicable Order, and delivered to a carrier or forwarding agent chosen by Zscaler. Zscaler will cover all costs of shipping, duties and taxes related to the PZENs. Customer agrees to provide a local point of contact for delivery acceptance and handling and assist Zscaler with any (i) applicable customs clearance processing related to international shipments and (ii) any specific requirements for delivery to Customer’s premises. Customer further agrees that any costs incurred by Zscaler for storage, shipment return, or other items due to Customer’s unresponsiveness or lack of support in providing a successful delivery shall be paid or reimbursed by the Customer.
 

2. Customer Obligations
 

2.1. Customer Representative. Customer shall appoint at least one technical representative who will be fully trained, at Customer’s expense, and qualified to maintain the integrity of the PZENs at Customer’s installation location. The technical representative shall at least have a general understanding of Customer’s platform and the PZENs. The technical representative will have physical access or be able to authorize and provide physical access to the PZENs as requested by Zscaler. Both parties shall determine how many technical representatives should be appointed based on factors such as the number and complexity of the PZENs being deployed and the size of the Services being supported. The technical representative(s) shall handle all technical communications from Customer to Zscaler. All information and materials provided by Zscaler pursuant to this Agreement shall be routed to the technical representative(s) and shall be protected as Zscaler’s Confidential Information. Customer must ensure that Zscaler is provided 24x7 access to Customer personnel that have the authority and ability to support Zscaler, if required. Customer must further ensure that Zscaler is at all times provided remote connectivity access to each PZEN in Customer’s possession or control.

2.2. Installation and Operation. Customer agrees that it will maintain the number of PZENs recommended by Zscaler per installation location, but no less than two (2) PZENs for each installation location. Customer shall ensure that: (i) Zscaler has network access in order to service, manage, and maintain the PZENs; (ii) the PZENs are installed and operated according to applicable Zscaler specifications and recommendations that have been provided to Customer; (iii) a continuous, uninterrupted and suitable power supply is utilized and temperature, humidity and other environmental conditions recommended by Zscaler have been implemented and reasonably maintained; (iv) suitable surge protection devices have been implemented; (v) the PZENs are connected to the Internet through no less than two (2) discrete Internet providers with redundant Internet service capabilities; (vi) no other equipment or software that may have an adverse impact on the PZENs are introduced; (vii) no repair attempts or other changes are made by Customer or any third party to any PZENs, other than with the express approval of Zscaler; (viii) Customer does not mishandle, neglect, abuse, vandalize, drop, jolt, damage by fire, lighting or water (especially including damage caused by spilled beverages), or otherwise subject the PZENs to unusual physical stress beyond Zscaler’s specified operating capabilities, (ix) Customer shall not move the PZENs from one physical location to another without prior approval from Zscaler, (x) Customer assumes responsibility to configure its firewall to control access to the Services on the PZENs, provided that the firewall rules are compliant with the deployment guide provided by Zscaler, (xi) Customer assumes responsibility to connect to the appropriate network resources as recommended by Zscaler and to provide associated IP address requirements necessary to run the SaaS; and (xii) Customer will perform, when requested by Zscaler, replacement of PZEN parts or the entire PZEN within 72 hours of Zscaler’s request and will accept shipments from Zscaler of parts associated with the replacement.

2.3. Additional PZENs. As Customer’s Internet traffic continues to increase, it may be necessary to add additional PZENs to some or all Customer installation locations. Accordingly, Customer’s technical representative will make all necessary arrangements in order to accommodate the additional PZENs within thirty (30) days of notification by Zscaler, unless otherwise agreed to in writing by the parties.
 

3. Maintenance Services
 

3.1. Maintenance Services. Subject to the payment of applicable Fees, Customer shall receive Maintenance Services from Zscaler in accordance with the terms and conditions herein, which shall include the following:
 

3.1.1. PZEN Hardware and Software. Zscaler will provide to Customer the required hardware and software for initial installation of the PZENs at the Customer’s designated site(s).

3.1.2. Remote Management. Zscaler will conduct periodic remote management of the PZENs, including remote upgrades of software, in accordance with Zscaler’s standard release and maintenance practices.

3.1.3. Hardware Repair/Replacement. Zscaler will use commercially reasonable efforts to provide repair and/or replacement of hardware for PZENs in accordance with the terms set forth herein. In case of unplanned or emergency hardware maintenance deemed necessary by Zscaler, Customer agrees to provide physical access to the affected PZEN(s) within twenty-four (24) hours of notification by Zscaler. If Customer is unable to conduct physical maintenance of the PZENs or unresponsive to Zscaler’s requests, Zscaler may retain contractors to perform the maintenance at a fixed hourly rate to be billed by Zscaler to Customer. Zscaler retains sole discretion if, when, and how to engage such contractors. Customer will allow the Zscaler authorized contractor(s) physical access to the PZEN in order to provide maintenance, repair, or replacement under this Section.
 

3.2. Maintenance of PZENs
 

3.2.1. Return Procedure. In the event of hardware failure, Zscaler will be in contact with Customer or Customer may contact Zscaler. Customer will be required to validate and troubleshoot the hardware failure. If Zscaler validates a reported hardware failure, Customer may return the PZEN(s) to Zscaler at Zscaler’s expense. Zscaler will then ship a replacement PZEN to Customer, which may take up to six (6) weeks depending on Customer’s location. Alternatively, in the event of hardware failure or upon termination of the Subscription Term, Zscaler may choose to retain a contractor to remove the PZEN from Customer’s premises.

3.2.2. Replacement and Upgrades. During the Subscription Term, Zscaler will provide replacement part(s) to Customer, so long as all Fees for the PZEN(s) have been paid to Zscaler. From time to time, Zscaler may require Customer to update or replace hardware or other elements of the PZENs to enhance or maintain the performance of the SaaS. In such instances, Zscaler may supply Customer with updated parts or software at no additional cost.
 

3.3. Exclusions. Zscaler shall have no obligation to provide Maintenance Services for, or to otherwise support, any (i) third party devices (whether hardware, software, cabling, or otherwise) not provided by Zscaler, or any issues with the PZENs that may be caused by such third party devices; (ii) PZENs that have been modified by someone other than Zscaler personnel or Zscaler-authorized third parties; (iii) PZENs damaged, whether by fire, power surge, or other events beyond Zscaler’s reasonable control; (iv) problems caused by the use of PZENs in an environment other than that for which it was designed, as specified in the Documentation; or (v) any PZENs obtained from any party other than Zscaler or Partner.
 

4. Disclaimer

ZSCALER SHALL NOT BE LIABLE FOR ANY CLAIMS OR DAMAGES UNDER THESE PZEN TERMS, INCLUDING BUT NOT LIMITED TO DEGRADATION OR INTERRUPTION OF THE SAAS, RESULTING FROM CUSTOMER’S FAILURE TO COMPLY WITH THE REQUIREMENTS OF SECTIONS 2 OR 3 ABOVE, AND SUCH FAILURE SHALL RESULT IN THE INVALIDATION OF ANY AND ALL SERVICE LEVEL AGREEMENTS AND SERVICE CREDITS FOR THE SAAS.
 

PRODUCT SHEET - Deployment Advisory Services (DAS)

DAS provides deployment advisory services on a fixed-fee basis to advise Customer on best practices for optimum use of the Products. Customer will need to provide overall project management, including making required network changes in order to fully utilize the Products. DAS is purchased through a standard package, with a pre-determined number of hours. Zscaler will provide Customer with a monthly report of the hours delivered. Any additional hours needed by Customer must be agreed to and documented in a separate Order.

Zscaler offers the following five (5) DAS packages (depending on number of Seats being deployed by Customer):
 

DAS Packages Up to 1,000 Seats
DAS PKG 0
Up to 5,000 Seats
DAS PKG 1
Upt to 10,000 Seats
DAS PKG 2
Up to 25,000 Seats
DAS PKG 3
Up to 100,000 Seats
DAS PKG 6
TOTAL CONSULTING TIME (Remote) 10 Hours 5 Days 10 Days 15 Days 30 Days
DEPLOYMENT ADVISORY ENGINEER 9 Hours 4 Days 8 Days 12 Days 24 Days
DEPLOYMENT ARCHITECT 1 Hour 1 Day 2 Days 3 Days 6 Days
ZSCALER ONLINE TRAINING
ZCES-EDU-CREDIT
2 Credits 3 Credits 4 Credits 5 Credits 10 Credits
DAS Expiration from Order Date 90 Days 90 Days 120 Days 180 Days 180 Days

DAS hours are consumed in 1-hour increments; 1 day equals 8 hours.
 

DAS PROJECT SCHEDULE AND OVERVIEW

Zscaler will provide the DAS in three (3) phases: Architect, Build, and Traffic Roll-Out

Customer agrees and understands that any DAS hours will be invoiced upfront on the Order date. Customer roll-out of the Products may not be complete at the end of the DAS. Customer may need to continue traffic roll-out after the DAS has been completed and/or expired.

ZSCALER PERSONNEL

All DAS will be performed remotely by Zscaler personnel. In the event Zscaler personnel are required to travel to Customer’s site, Customer agrees to pay for all pre-approved travel expenses, hotel accommodations, and any other out-of-pocket expenses incurred by Zscaler in connection with providing DAS. Such expenses will be invoiced monthly as they are incurred.

CUSTOMER RESPONSIBILITIES

In order for Zscaler to most effectively provide the DAS, Customer agrees to assume the following responsibilities:

  • Provide adequate resources who are knowledgeable about Customer’s equipment and applications
  • Configure Customer’s on-premise systems (e.g. routers, switches, firewalls)
  • Configure Customer’s applications (AD, ADFS, GPO, open source browsers)
  • Test user experience (end to end)
  • Provide equipment and application logs/network traces for debugging (if required)
  • Assign Customer resources per the following:
     
Service Function Customer Resource(s)
Executive Sponsor - Responsible for the overall success of the deployment acting CIO, CISO, Director of Networks/Security or equivalent
Project Manager - Responsible for delivery of the overall project management, project tracking and reporting Project Manager or equivalent
Architect - Resource responsible for the overall solution design decisions and can provide a single technical decision point. Architect or equivalent
Technical Leads - Primary contacts to define solutions requirements, and assist with testing and configuration Director of Operations, Director of Security, IT Manager or equivalent
Post-DAS Support IT Manager or equivalent

If Customer requires professional services in addition to DAS or instead of DAS, then Customer agrees to execute a separate statement of work with Zscaler or Partner prior to Zscaler commencing any professional services.

PRODUCT SHEET - Support Services and Technical Account Manager (TAM)
 

1. Support Services
 

Support services (the “Support”) are available through Zscaler’s helpdesk, which is operational 24 X 7 X 365. Upon reporting the incident (via phone, web form, or Customer’s administrative user interface (UI)), the incident will be assigned a unique Support ID number and such number must be used in all future correspondence until the incident is resolved. Standard Support is included in the Fees for the Products; Premium Support and Premium Plus Support may be purchased by Customer for an additional fee. If Zscaler’s helpdesk is not able to immediately help, the request for service will be logged and Zscaler will respond to the Customer according to the severity levels and Support levels below:
 

Zscaler Support Standard Premium Premium Plus
Access 24 x 7 x 365
Phone / Web Portal / Admin UI
Online Training, User Guides, Articles
Support Experience Level Level 1 Engineer (Pool) Level 2 Engineer (Pool) Level 2 Engineer (Pool) and TAM - Shared TAM unless Customer purchases a dedicated TAM - TAM supports Customer’s standard business hours
TAM Engagement     Weekly, Monthly, Quarterly
Severity Levels      
P1 Response – An issue that prevents operation of critical documented functions with high frequency or duration. 2 hrs 30 min 15 min
P2 Response – An issue that consistently prevents operation of non-critical documented functions or occasionally impacts critical documented functions or a critical issue for which a temporary work around has been provided. 4 hrs 1 hr 30 min
P3 Response – An issue that has some impact on administration, non-critical operation or other secondary functions or a major issue for which a temporary work around has been provided. 12 hrs 3 hrs 2 hrs
P4 Response – The SaaS is unaffected; Customer requests product related technical advice or general information and feature questions related to the Products. 48 hrs 4 hrs 4 hrs

In order for Zscaler to best support Customer during the Subscription Term, Customer also agrees to attend and support regularly scheduled quarterly business reviews with Zscaler.
 

2. TAM

The responsibilities of a typical remote TAM are described below:
 

Remote TAM Responsibilities
A TAM is a shared resource unless a dedicated resource is purchased for additional Fees.
A remote resource who provides Customer support during Customer’s business hours; support is provided by Zscaler’s 24x7 Support team after business hours, during Zscaler internal trainings, and during the TAM’s paid time off (PTO).
Work on problems and incident tickets during Customer’s business hours; assist with Support escalations; manage, escalate, and drive satisfactory resolution of Customer issues related to Products.
Hold weekly review meetings; attend quarterly business reviews.
Create and facilitate communication channel between Customer and Zscaler product management and engineering teams.
Proactively update Customer about cloud updates, upgrades, and ensure necessary action to maintain Product availability and Customer satisfaction.
Provide Product training to Customer.
Proactively monitor reporting information and policy configurations; make on-going recommendations.
Help develop and maintain best practices for implementing and supporting Products through internal and Customer-facing knowledge bases.
Maintain in-depth knowledge of all Products.
Provide clear and constructive Product feedback to Zscaler product management team based on Customer feedback.