Why can`t I open a support case on the Support Portal for a Prisma Access deployed in China?
Question
Why can`t I open a support case on the Customer Support Portal (CSP) for a Prisma Access deployed China?
Environment
Customer Support Portal (CSP)
Answer
You cannot directly open a support case on the Customer Support Portal (CSP) for Prisma Access deployments in China because of the specific operational model in that region.
When Prisma Access is deployed in China, we partner with Digital China Cloud (DCC) as our local operating entity. DCC provides first-level support in the local language and will open support cases on behalf of our customers. Therefore, direct support case creation is not available for these serials.
If you purchase Prisma Access for deployment in mainland China, you will need to acquire additional SKUs specifically for Prisma Access China. These SKUs can be identified by the word "CHINA" in their description (e.g., PAN-PRISMA-ACCESS-CHINA-LEVEL2). You can verify this on CSP under "Products" >> "Cloud Services."