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TRUST TRUST ZIA zscaler.net zscalerone.net zscalertwo.net zscloud.net zscalerthree.net Business Insights admin.zscaleranalytics.net ZPA private.zscaler.com zpatwo.net zpabeta.net Risk360 zscalerrisk.net AI Protect zseclipse.net zsaiguard.net ZDX zdxcloud.net ZPC zpccloud.net eu.zpccloud.net Authentication Service zslogin.net Zero Trust Branch (ZTB) ztb-us-m2 ztb-us-m3 (beta) ztb-us-m4 ztb-us-m7 ztb-euc-m1 ztb-in-m1 pulsar quasar prod3 prod4 prod5 prod6 ZSDK zsdkone.net Z-DSPM app.eu.zsdpc.net app.zsdpc.net Security Operations Platform app.avalor.io app.eu.avalor.io app.aps.avalor.io SupportRSSSign InSubscribe ZIA (5) ZPA (3) ZDX (1) Zero Trust Branch (ZTB) (12) ZSDK (1) ZPC (2) Z-DSPM (2) Risk360 (1) Business Insights (1) Authentication Service (1) Security Operations Platform (3) AI Protect (2) SupportRSSSign InSubscribe Cloud OverviewCloud StatusMaintenanceIncidentsAdvisories Data Center MapFAQ Privacy RSS JSON New Sub-Processor Notification: Customer Support In Progress Posted: Fri, 11 Oct 2024 18:25:21 UTC Description: Dear Zscaler Customer and Partner, Zscaler, in order to continue to improve our customer support experience, will be adding SendSafely Inc. as a new service provider. SendSafely is a US-based company with an end-to-end encryption platform for secure file exchange for improving customer support & service experience. SendSafely has gone through Zscalerʼs third party due diligence process to ensure compliance with Zscalerʼs obligations and commitments to our customers. Name Website Location SendSafely Inc. https://www.sendsafely.com/ United States About SendSafely: SendSafely operates a zero knowledge, end-to-end encryption platform for secure file exchange that enables customers to share files with Zscaler support engineers working on support case resolution. Zscaler will use SendSafely to transfer large files that cannot be normally shared using our Customer support portal. SendSafely will be used only for the file transfer service and the files will be encrypted as they pass through SendSafely. Files will be shared through SendSafely only if a customer chooses to provide them. Files will not be viewed by or stored in SendSafely. SendSafely will be integrated with Salesforce so Zscaler engineers can access the files shared by customers to further assist with case resolution. The files that customers normally share with Zscaler customer support may contain personal data such as cookies or IP addresses. This is your notice that this service provider will be a new sub-processor that may process your organization’s “personal data” in connection with the services and products that Zscaler provides. The newly appointed sub-processor will process personal data solely in accordance with the terms outlined in your organization's Data Processing Agreement with Zscaler. If you have any other questions or concerns, please reach out to privacy@zscaler.com. New Sub-Processor Notification: Customer Support Resolved Posted: Tue, 14 May 2024 17:45:48 UTC Resolved: Tue, 14 May 2024 17:45:48 UTC Description: Dear Zscaler Customer and Partner, Zscaler, in order to continue to improve our customer support experience, will be adding Momentum Labs, Inc. as a new service provider. Momentum is a US-based company with a platform that leverages AI (artificial intelligence) to offer solutions for improving customer support & service experience. Momentum has gone through Zscalerʼs third party due diligence process to ensure compliance with Zscalerʼs obligations and commitments to our customers. Name Website Location Momentum Labs, Inc. https://www.momentum.io/ United States About Momentum: Momentum is a workflow automation platform that uses automation, AI and integration with Google Calendar, Salesforce and Slack to enable teams to work efficiently, and provide timely and meaningful responses to customers. Zscaler will be using Momentum to help us deliver a better support experience for customers who use the Zscaler suite of products. Momentum will assist Zscaler by: Creating a summary and identifying key insights and action items from Zoom meetings Drafting follow-up emails Updating Salesforce fields based on the meeting summary The following data will be processed by Momentum: Description Account Details This includes Account Name, Contact Information (Name and Email Address) Customer Meeting Information This includes: Meeting Name / Subject Zoom Meeting ID / URL Meeting Attendees (Name, Email Addresses) Audio Recording of Zoom meetings conducted between Zscaler and Customer This is your notice that this service provider will be a new sub-processor that may process your organization’s “personal data” in connection with the services and products that Zscaler provides. The newly appointed sub-processor will process personal data solely in accordance with the terms outlined in your organization's Data Processing Agreement with Zscaler. If you have any other questions or concerns, please reach out to privacy@zscaler.com. Update - Tue, 14 May 2024 17:45:12 UTC This activity has been completed. Please contact Zscaler Support if you have additional questions. *CORRECTION* New Sub-Processor Notification: Customer Support Resolved Posted: Thu, 14 Dec 2023 13:48:11 UTC Resolved: Thu, 14 Dec 2023 13:48:11 UTC Description: Dear Zscaler Customer and Partner, Zscaler, in order to continue to improve our customer support experience will be adding theLoops, as a new service provider to improve the customer support experience. TheLoops platform uses natural language processing and machine learning to solve for different types of customer support automation use cases which in turn directly benefit our customers in the form of faster case resolution and improved quality of service. TheLoopsai went through Zscaler’s third party due diligence process to ensure compliance with Zscaler’s obligations and commitments to our customers. Name Website Location theLoopsai Inc. https://theloops.io/ United States About theLoops TheLoops is a US based software company with a platform that leverages AI (artificial intelligence) which offers solutions for improving customer support & service experience. Zscaler will be using theLoops platform to help us deliver a better support experience for customers who use the Zscaler suite of products. We expect that leveraging the services of theLoops will translate to the following benefits for customers: faster case resolution, saving of customer effort and uplifted quality of customer communications. TheLoops will help Zscaler by: Using information from customer logged support tickets and customer account information (priority, support communication frequency, sentiment on customer comments, size, and service level of the account, etc) to predict if the service we are offering is meeting expectations. Automating service quality audits by doing soft skills, grammar, succinctness, customer effort and process checks on communications our support engineers send out to our customers so we can ensure customer friendly communications and standardization on approach. Zscaler will not disclose our customer’s contact information such as name, email address, and phone number to theLoops that is associated with a support case. The following data will be processed by theLoops: Description Support Ticket Details This includes Priority, Case Status, Case Comments from and to our Customers, Account Name, Subject and Description, Product Details. Account Details This includes Products Owned, Region, Past Case History, Customer Satisfaction Surveys. Customer Meeting Summaries This includes Transcription from Zoom Meetings Conducted with Support or TAM which may contain personal information. Personal information will be programmatically redacted "scrubbed" before it is processed via theLoops. All information shall be maintained by theLoops as confidential information and governed under the terms of our sub-processing agreements. This is your notice that this service provider will be a new sub-processor that may process your organization’s “personal data” in connection with the services and products that Zscaler provides. If you object to being supported by any of the support service providers as a new Zscaler sub-processor for reasons related to data protection, please send an email to privacy@zscaler.com with the subject “Sub-processor Objection”, including the name of the service provider and ground(s) for the objection, within thirty (30) days of this corrected notification. Otherwise, we will assume you consent to the addition of the service provider. If you have any other questions, then please reach out to privacy@zscaler.com. Update - Mon, 25 Dec 2023 13:47:54 UTC This activity has been completed. Please contact Zscaler Support if you have additional questions. New Sub-Processor Notification: Customer Support Resolved Posted: Thu, 13 Apr 2023 15:04:41 UTC Resolved: Thu, 13 Apr 2023 15:04:41 UTC Description: Dear Zscaler Customer and Partner, Zscaler, in order to continue to improve our customer support will be adding the following new service provider to support our customers in Japan and support tickets in Japanese. Name Website Location JTP CO https://www.jtp.co.jp/en/ Japan These support service providers will allow us to provide around-the-clock support seven days a week and enhance the customer experience. They will deliver Level 1 and Level 2 technical support services as described in the table below. Level 1 Technical Support Performing basic troubleshooting for Zscaler Services Handling online tickets, inbound calls, chats, and emails Documenting all customer communications in the Salesforce ticketing system Escalating tickets in a timely manner Level 2 Technical Support Troubleshooting complex and large network issues Handling online tickets, inbound calls, chats, and email Handling escalations from Level 1 Technical Support Interacting with technical leads for product-related issues and escalating to Zscaler Level 3 engineers as needed Documenting all customer communications in the Salesforce ticketing system This is your notice that these service providers will be new sub-processors that may process your organization’s “personal data” in connection with the services and products that Zscaler provides. As such, they will be added as a new Zscaler sub-processor. Each service provider may gain access to your organization’s support ticket details, including customer logs, and any other documents related to the case. All such information shall be maintained by our sub-processors as confidential information under the terms of our sub-processing agreements with such service providers. If you object to being supported by any of the support service providers as a new Zscaler sub-processor for reasons related to data protection, please send an email to privacy@zscaler.com with the subject “Sub-processor Objection”, including the name(s) of the service provider(s) and ground(s) for the objection, within fifteen (15) days of this notification. Otherwise, we will assume you consent to the addition of each service provider. If you have any other questions or concerns please reach out to privacy@zscaler.com Regards, Sunil Wadhwa Update - Thu, 13 Apr 2023 15:04:35 UTC This activity has been completed. Please contact Zscaler Support if you have additional questions. New Sub-Processor Notification: Customer Support Resolved Posted: Thu, 19 Aug 2021 04:26:39 UTC Resolved: Thu, 19 Aug 2021 04:26:39 UTC Description: Dear Zscaler Customer and Partner, Zscaler, in order to continue to improve our customer support, effective April 22, 2021, we will be adding the following new service providers to support our customers. Name Website Location Centracomm Communications https://centracomm.net/ Ohio, USA Concentrix https://www.concentrix.com/ Sofia, Bulgaria and Chennai, India iOpex Technologies https://www.iopex.com/ Wroclaw and Krakow, Poland, and Bangalore and Chennai, India These support service providers will allow us to provide around-the-clock support seven days a week and enhance the customer experience. They will deliver Level 1 and Level 2 technical support services as described in the table below. Level 1 Technical Support Performing basic troubleshooting for Zscaler Services Handling online tickets, inbound calls, chats, and emails Documenting all customer communications in the Salesforce ticketing system Escalating tickets in a timely manner Level 2 Technical Support Troubleshooting complex and large network issues Handling online tickets, inbound calls, chats, and email Handling escalations from Level 1 Technical Support Interacting with technical leads for product-related issues and escalating to Zscaler Level 3 engineers as needed Documenting all customer communications in the Salesforce ticketing system This is your notice that these service providers will be new sub-processors that may process your organization’s “personal data” in connection with the services and products that Zscaler provides. As such, they will be added as a new Zscaler sub-processor. Each service provider may gain access to your organization’s support ticket details, including customer logs, and any other documents related to the case. All such information shall be maintained by our sub-processors as confidential information under the terms of our sub-processing agreements with such service providers. If you object to being supported by any of the support service providers as a new Zscaler sub-processor for reasons related to data protection, please send an email to privacy@zscaler.com with the subject “Sub-processor Objection”, including the name(s) of the service provider(s) and ground(s) for the objection, within fifteen (15) days of this notification. Otherwise, we will assume you consent to the addition of each service provider. If you have any other questions or concerns please reach out to privacy@zscaler.com Regards, Sunil Wadhwa SVP - Global Customer Services Any Questions? Leave us feedback: trust-feedback@zscaler.com