Question: Why will the Customer Support Portal (CSP) be down?
Answer: We will be performing scheduled maintenance to the CSP.
Question: How long will the site be down?
Answer: The maintenance window is scheduled for November 7, 2020, from 11:00 a.m. to 11:00 p.m. PST. It is our intent that should the maintenance be completed earlier than 11:00 p.m. PST, the CSP will be brought back online.
Question: What notifications will be available during this maintenance down time? Where can I find updates on this event?
Question: What is impacted by the Customer Support Portal being down?
Answer: Customers and Partners will be unable to access the Customer Support Portal. The following is a list of services that will be unavailable during this maintenance window:
Web Case Creation through CSP (New Cases)
Web Case Management (Access to Existing Cases)
Asset and User Management
Device Onboarding/Registration and Offboarding
Certificates, License Activation and Transfers
VM series registration and deletion
Permission Changes and New User additions
Content updates for unregistered devices
Knowledge Base search from CSP
All Other Asset, Application, and User Features
Question: Is it possible for me to open a case during this maintenance window, should the need arise?
Answer: Yes. We ask that you PLEASE ONLY OPEN CRITICAL / HIGH LEVEL CASES during the maintenance window period. Please delay non-critical cases as we expect hold times may be longer than usual during this event.
Question: How would I open a Critical / High case during the maintenance window?
Answer: During this time, all cases should be opened via our support phone number. Please call thesupport line for your region.
Question: Since these services will be unavailable online, would the Support team be able to register assets or activate licenses for us?
Answer: No. Asset Registration or License Activation will be unavailable during the maintenance period.
Question: How will Authorized Support Centers (ASCs) open a Critical / High case during the maintenance window?
Answer: During this time, an Authorized Support Center Partner (ASCs) can call in via the support phone number. Please call thesupport line for your region. Please note, a web case will not be required during this maintenance event. However, ASCs should be prepared to provide the necessary information required for an online case creation.
Question: I have a critical project occurring at my site. How do I get support, should I require it, during this outage?
Answer: For scheduled work that our customers or partners may have planned, we ask that you open a case with us on Friday, November 6, 2020. If you encounter a CRITICAL / HIGH incident where you need assistance, please call the support line for your region, and reference your existing case.
Question: During this outage, how will support engineer case updates be received, and how will the notification occur?
Answer: Case comments will function normally, with an email notification to the customer or partner. If you need to respond to the update, please reply to the notification via email.
Question: Can existing cases be updated with comments?
Answer: Yes, for CRITICAL and HIGH level issues during the maintenance window, customers / partners should call into Support to request an update.
Question: Can customers update existing cases with comments via the web during the maintenance window?
Answer: No, the CSP will be down. A call to the Support Center is required to update an existing case, and only for CRITICAL and HIGH issues. Please update non-critical cases outside of the maintenance window via the CSP when it is back online.
Question: I received an email notification from the support engineer working on my case. Can I respond back to the email notification?
Answer: Yes, Customers and Partners will be able to respond to case notifications via email.
Question: Will the cases created through the Support call line be available for viewing and monitoring after the outage?
Answer: Yes, cases created by phone will be available on the web. Once the CSP maintenance is completed, cases will be available to manage via the web.
Question: What information should I have available when calling into support?
Answer: Our Support Engineers will walk you through the process of opening the case with a series of questions. To expedite the process, please have the following information available when calling into Support.
Customer Email Address
Customer Phone Number
Technology requiring assistance
Serial Number of device involved
Issue - summarize the problem
Question. Will Knowledge Base and Tech Docs be available during this outage?
Answer: Yes. Both of these platforms will be available through their direct site URLs. However, you may experience a slower-than-usual response time. Please use these resources for assistance to find answers to non-critical type escalation requests.
Question. How do I access Knowledge Base and Tech Docs?
Question: Can firewalls fetch content updates during outage?
Answer: Only registered firewalls can fetch content updates. Newly provisioned devices and all devices not yet registered will not be able to receive content updates.
Question: Can a customer onboard devices during outage?
Answer: No. We cannot onboard customers’ firewalls due to the inability to issue certificates. Newly provisioned customer firewall devices won’t boot, if they need a new cert. They will be stuck in maintenance mode. Existing firewalls will not be able to renew.
Question: Can a customer offboard devices during outage?
Answer: No. Virtual and physical device offboarding (e.g., RMA) depends on CSP to revoke the firewall certificate and block it from registering or use after resale (e.g., Ebay).