Use the Customer Support Portal (CSP) to access information and help for all Cortex products.
Useful Links
How do I get access to support?
Visit the CSP and ensure the Superuser for your organization added you as a user and assigned your user access role.
Review Support Portal User Documents to learn about support portal navigation.
Learn about Customer Support Plan options.
What is a Super User and what can a Super User do?
The Super User who signs the contract at the initial sale becomes a Super User and Domain Administrator for your organization’s CSP account.
Super User(s) can add users, assign user access roles, and approve access for other users in their organization.
Note
If you wish to be added to the account, reach out to your organization's Super User.
The Super User can manage membership by selecting the three dots on the right hand side. They add existing members by using the Add Members option.
There is no limit to how many members can have a Super User role per account. Customers are expected to create a new login if they move to another company with a CSP account.
How a Super User Creates a New Customer Support Portal User Account
How do I create a Customer Support Portal User account?
See How to Create Your Customer Support Portal User Account.
How do I use the account registration link created by my organization’s Super User?
See How to Use the Account Registration Link.
What if I don’t have a Serial Number?
Customers can open an Admin case without a serial number and it will be routed to the CSR to determine why they don't see their serial number, and the CSR Team will create a tech case for them, if appropriate. If this is the case, Technology, Product/Problem Area, and Issue Category will reflect Admin, and Subject will indicate “Cannot Find Serial Number”.
I can't access the CSP or the case creation wizard
In the CSP sign in page, enter your email address and select Need Help? to create a Web case.
I’m having trouble logging in, how can I reach Customer Support for assistance?
How do I open a support case?
File a support case for break/fix issues. For general product questions, visit Cortex XSOAR Live Community Discussions and an SME or Community member can help.
Note
Case management is not available to customers with Premium Partner Support whose cases are managed by their Authorized Support Centers (ASCs).
How do I subscribe to Security Alerts?
Go to My Account > Preferences. Click and choose which notifications you would like to receive and then click Save.
Regular content updates (including emergency updates) are sent throughout the week as-needed.
New apps are sent once a month on the third Tuesday of the month.
Low risk threat releases occur on average twice a week.
You must have a device associated with the account to receive these emails. While sending the content emails, the system pulls all the users who meet the following requirements:
Subscribed to receive the content emails.
Have valid membership (approved and non-expired).
Not blocked.
Have support accounts with at least one valid support license on the devices they have access to.
Super users have access to all the devices in an account.
Standard users have access to the account devices that are not part of any group.
Group Super User and Group Standard users have access to devices in the group they are part of.