Primary Customer Support Portal (CSP) Account
Environment
What is a Primary Account?
The Primary Account is a new, foundational concept within the CSP that operates at the organization level. Its principal purpose is to create a single, predictable destination for all net new SaaS purchases and new SaaS trials (Products in scope: Prisma Access, Prisma Access Browser, RBI, AI Access, CASB, Data Security, SSPM, DLP), removing the ambiguity and manual steps previously associated with activating a new purchase or trial. Additionally, any new customer contacts listed on a new purchase quote or trial request are automatically directed to this account for approval by an existing Superuser (once approved the new users are granted superuser role - which the existing superuser can adjust as necessary). For a brand-new CSP account created as a result of a purchase, these contacts are automatically added as Superusers. This ensures that all new assets and associated contacts for your organization have a consistent and predictable starting point.
The Strategic Value of Designating a Primary Account
The ability to change your primary account is a strategic feature that enhances operational agility and streamlines account governance. By giving Superusers direct control over this designation, the CSP empowers you to proactively manage how and where new SaaS entitlements are delivered.
The primary benefits of changing your designated primary account include:
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Align with Operational Needs: This feature allows your organization to be more nimble, adapting the CSP structure to align with specific support models or evolving operating requirements.
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Proactively eliminate costly errors: Previously, entitlements activated in the wrong account required significant manual effort from support teams to correct. This self-service feature ensures all future purchases and trials land in the correct account from the start, saving time and eliminating administrative overhead.
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Streamline Account Management: Designating the correct primary account centralizes the onboarding of new products and contacts. This simplifies administrative overhead by creating a single, predictable destination for all new SaaS entitlements and associated user approvals.
Best Practice: Before changing your primary account, proactively review your organization's account structure and support model. Use this feature as part of a deliberate account governance strategy to ensure the new primary account aligns with your long-term operational goals.
Primary Account vs. Default Account
It is important to distinguish between the new "Primary Account" and the existing "Default Account" functionality. While they may sound similar, they serve two entirely different purposes.
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Primary Account |
Default Account |
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An organization-level designation that applies to all users and transactions within that entity. |
A user-level preference that is unique to each individual user's login experience. |
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Serves as the automated landing place for entitlements from net new purchases and trials. |
Determines which CSP account is automatically loaded upon login for users who have access to multiple accounts. |
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The designation is managed by a Superuser of the current Primary Account, who has the authority to change it to another eligible account within the same organization. |
The designation is set by the individual user according to their personal workflow preferences. |
How the Primary Account is Identified
The system identifies the Primary Account for your organization through a straightforward process:
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For organizations with a single CSP account: If your organization has only one CSP account, it is automatically designated as the Primary Account by default.
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For organizations with multiple CSP accounts: One account within your organization is designated as the primary as a starting point. Superusers of this designated account have the ability to change this designation to another eligible account within the same organization to better suit their operational needs.
Understanding this new foundation is the first step; the next is seeing how it directly impacts your day-to-day transactions.
How the Primary Account Impacts Your Transactions
It is strategically important to understand how different transaction types interact with your Primary Account. This system is engineered to automate the onboarding of new assets while preserving the integrity and management of your existing assets without disruption.
Net New Purchases and Trials
Upon order fulfillment, entitlements for all new SaaS purchases and trials are automatically deposited into your organization's designated Primary Account. This change eliminates the need for you to manually select a CSP account prior to activation, significantly streamlining the onboarding process and ensuring your new assets are immediately available in a predictable location.
Amendments and Renewals
An entitlement group is the container for all subscriptions related to a specific SaaS purchase. Transactions for amendments (e.g., adding capacity) and renewals are handled differently to ensure continuity. Updates to entitlements resulting from an amendment or renewal are applied directly to the entitlement group where the entitlement currently resides. These transactions are not directed to the Primary Account unless the asset already happens to be located there. The updated details, including any new entitlement IDs, will be visible within the existing entitlement group immediately upon order fulfillment.