Open a Support Case for a Tenant of the Prisma SASE Platform
Prisma SASE Platform
Learn how to open a support case for a tenant of the
Prisma SASE Platform
.Open a support case for a tenant that is managed
through the
Prisma™ SASE
Platform
. To open a support case,
you need to be an MSP Superuser or MSP IAM Administrator of a parent
tenant, plus you need your product license serial number and your
Customer Support Portal (CSP) ID.The following use cases
are not supported:
- Adding or deleting a child tenant through a support case.
- Adding a new top-level parent tenant to an existing hierarchy.
- Moving a tenant out of an existing hierarchy to become a single tenant.
- Moving a child tenant from one hierarchy to another.
- Moving a tenant controller region from one region to another. For example, a tenant in the Americas region cannot be moved to the Europe region due to GDPR and compliance rules.
- Moving a tenant data region from one region to another. For example, a tenant data region in the Americas region cannot be moved to the Europe region due to GDPR and compliance rules.
- Go to the hub and log in.
- SelectPrisma SASE Platform.
- SelectTenants and Services.
- SelectTenant Management.
- Select the specific tenant where the support case is needed and take note of theSerial Number. The serial number is used when opening the support case.
- Go to the Customer Support Portal and make sure that you are logged in to the correct CSP account as theCurrent Account.
- Go to , fill in the information, and selectFind and Select Asset.
- Locate the serial number from the select a tenant step and select it as the asset where you need support.
