Major Enhancements to Your Customer Support Portal Experience

Introduction: A New Era of Simplicity and Control

We are announcing the launch of significant enhancements designed specifically for your SaaS products (specifically Prisma Access, Prisma Access Browser, RBI,  AI Access, CASB, Data Security, SSPM, DLP). These changes are engineered to accelerate your time-to-value, enhance operational agility, and provide you with holistic oversight of your entitlements. This update is designed to give you more direct control and visibility over your SaaS entitlements

The primary goal of this communication is to inform our valued customers about the powerful new capabilities now available. We want to ensure you can leverage these enhancements to streamline your workflows immediately and maximize the value of your investments.

This document will walk you through the tangible outcomes you can expect, followed by a detailed look at the new features integrated across your entire support journey.

Your Key Outcomes: What this Update Delivers

Beyond individual features, this update is designed to deliver tangible business outcomes that directly address common pain points in entitlement and support management. This section outlines the strategic benefits you will realize by leveraging the new capabilities within the Customer Support Portal.

• Accelerated Time-to-Value New automated onboarding processes eliminate manual steps for SaaS product activation. Improving and accelerating the activation process is the most important part of this update. This provides streamlined, immediate access to new entitlements the moment an order is fulfilled, allowing your teams to become productive faster.

• Enhanced Operational Agility We have introduced a suite of self-service features for account and entitlement management. These tools empower you with greater control and flexibility to create accounts, transfer assets, and designate primary accounts, enabling you to adapt the portal to your unique operating model needs without support intervention.

• Holistic Entitlement Oversight Gain a complete, real-time view of your entire SaaS entitlement lifecycle. New centralized visibility provides detailed information from fulfillment to expiration, including activation status, post-activation allocation across tenants, and proactive renewal alerts, all from a single dashboard.

• Optimized and Simplified Support Significant improvements to the support experience make it faster and more intuitive to get the help you need. Enhancements to the case creation process and a new unified case view lead to quicker issue resolution and a more streamlined, comprehensive support experience across all your accounts.

These outcomes are achieved through a series of thoughtful enhancements integrated across every stage of your experience, from initial onboarding to ongoing support.

Transforming Your Experience: A Journey-Based Walkthrough

These enhancements have been thoughtfully integrated into three key stages of the customer journey to provide a seamless and intuitive experience: Onboarding, Adoption & Management, and Support.

Onboarding: Faster From Day One

Previously, the onboarding process for SaaS products required manual CSP selection during product activation. This step was not only time-consuming but also prone to error, requiring significant effort from our support teams to correct if an incorrect account was chosen. We have introduced two key changes to streamline this process:

Automated Entitlement Deposit: Upon purchase, your SaaS entitlements are now automatically deposited into your designated primary CSP account. This makes them immediately available for activation, eliminating manual selection and the risk of error. This change is a key driver for accelerating your time-to-value from day one.

Streamlined Multi-Contact Onboarding: For existing ("brownfield") CSP accounts, we have automated the process of adding new contacts associated with a new purchase/Trials. Multiple contacts listed on a quote are now automatically sent to the existing Superuser for approval. Once approved, these new members are granted full rights, eliminating the need for manual invitations or self-registration.

Adoption & Management: Empowering Self-Service and Visibility

This update moves beyond onboarding to provide customers with unprecedented control and visibility over their SaaS entitlements and accounts.

Holistic Entitlement View You now have a new, centralized view for all your SaaS entitlements, offering comprehensive insight into their complete lifecycle. Key visibility features include:

• Real-time activation status: This allows you to immediately identify entitlements that were autodeposited in an account on order fulfillment & is pending the required setup prior to being ready for activation  (e.g., Pre-setup Underway). Or those entitlements which are ready for activation or to check on real time activation info (e.g , Check Activation Status)

• Post-activation allocation information: See precisely how entitlements are allocated across your Tenant Service Groups (TSGs), providing clarity on unit distribution in multi-tenant environments.

• Proactive expiration alerts and filters: Highlight entitlements expiring within 60 days to help you manage renewals effectively.

Empowered Self-Service Capabilities Superusers of Customer Support Portal accounts are now empowered with a range of self-service functions that increase agility and reduce reliance on support tickets for administrative tasks.

• Self-Service Account Management: You can now create new CSP accounts directly from the portal. The "clone members" option creates a shell of the account; the only asset carried over is the member list. No products, support cases, or other entitlements are transferred.

• Self-Service SaaS Entitlement Transfer: Superusers can move SaaS entitlements between their CSP accounts without creating a support ticket. This transfer does not impact existing TSG allocation. For greater flexibility, Superusers can also delegate the ability to initiate entitlement transfers to standard users, subject to Superuser approval.

• Primary Account Designation: You now have the ability to designate which of your CSP accounts is "primary." This ensures that all new purchases and trials for SaaS products (Prisma Access, Prisma Access Browser, RBI, AI Access, CASB, Data Security, SSPM, DLP) automatically land in the correct location, aligning the portal with your operational structure.

Support: Smarter, Faster Resolutions

This update directly addresses sources of user frustration in the support process, particularly for entitlements pre-activation or within complex multi-tenant environments.

Efficient Case Creation We have introduced two critical enhancements to the case creation process to accelerate resolution times:

• You can now initiate support cases for unactivated SaaS entitlements, allowing you to report any activation issues immediately.

• In multi-tenant environments, you can now pinpoint the precise TSG where an issue is occurring, providing our support teams with the exact context needed for a faster investigation and resolution.

Unified Case View This major experience upgrade provides a comprehensive view of your support activities. You can now see all support cases from all CSP accounts in which you have direct membership, presented in a single pane view. This eliminates the need to switch between accounts or request manual views from our support team, offering a simplified and holistic perspective on all your support interactions. This unified view not only simplifies your oversight but also eliminates the need for manual case view creation by our support teams, resolving a key operational bottleneck.

These powerful changes are recapped in the summary table below, offering a clear comparison of the experience before and after this update.

Key Changes at a Glance

This table provides a clear, at-a-glance summary of the most impactful changes introduced with the update

For a more detailed look at what's next, see the final section below.

Getting Started and Next Steps

These powerful enhancements for your SaaS products are now live in the Customer Support Portal. We invite you to explore the new features and take advantage of the streamlined workflows. We are confident these updates will empower you with greater agility, visibility, and control over your SaaS entitlements and support experience.

Should you encounter any issues with the new self-service capabilities, such as a failed entitlement transfer, please create an Admin case with our Customer Service Representative (CSR) team using the standard case creation process in the portal.

We are committed to continually improving your experience, and this update is a significant step on that journey. We look forward to bringing you even more value in the future.