Customer Support Portal FAQs
Customer Support Portal FAQs and support guidance for Cortex XSOAR 6x.
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.
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.
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
On the CSP sign-in page, enter your email address and select Need Help? to create a Web case.
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.
Case management is not available to customers with Premium Partner Support whose cases are managed by their Authorized Support Centers (ASCs).
Create a support case
Sign in to the CSP, select Support Cases, and then Get Help.
Click Create a case.
Select or type the name of your product and then click Next.
Select the type of help you need:
Customer Success Guidance
Technical Issue.
Select the asset you need help with from a list of assets provided or search for a specific tenant ID/serial number and click Next.
If you are unable to select or find an asset, contact your Authorized Support Center (ASC) to open a support case or to give you visibility over your assets.
In the Describe Problem step, enter:
Technology
Product/Problem Area
Issue Category
OS Release
High Level Description
Summarize Problem
Under Suggested Solution, the search engine picks the most closely related documents to assist with the problem.
Required fields are marked with a red bar to the left of the field name.
In the Additional Details step, select the Issue Concentration. Answer the questions based on the concentration type you select.
To expedite the resolution, provide the Support team with the Cortex XSOAR, the Journalctl log, and, in some cases, additional files such as the HAR file or screenshots describing the problem.
For example, if you select Server Issues, answer these questions:
In which environment are you having the issues? (DEV, PROD, or UAT)
Describe the behavior.
Is the XSOAR service up?
When did the issue start, Date stamp and frequency?
Can you share the steps to reproduce?
Do you have DR enabled?
What is the available disk space for the /var partition (please provide the output of df -h)
What is the CPU and memory utilization? (provide the output of free -h & uptime)
In the Recommendations step, Support offers possible documents related to the case you described.
In the Select Asset step, select the product serial number from which you are reporting the issue from a list based on the information provided in Step 1.
In the Review Information step, review the case details. Information entered in the earlier steps populates the fields in this step.
Enter under CASE DETAILS:
Severity
Best Contact Number
Enter under CASE INFORMATION:
Subject - free text
Description - confirm the information is correct
Case Management stores support cases for up to only six months to comply with EU GDPR (General Data Protection Regulation) regulations.
For more details, see the following:
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.
Key points
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 a 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.
Role level checks that the system does for device access
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.
Last updated
Was this helpful?