> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-xsoar-6.x-faqs/cortex-xsoar-6-faqs/customer-support-portal-faqs.md).

# Customer Support Portal FAQs

Use the Customer Support Portal (CSP) to access information and help for all Cortex products.

### Useful Links

* [Customer Support Portal (CSP)](https://support.paloaltonetworks.com/Support/Index)
* [Support Portal User Documents](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNZCA0)
* [Customer Support Plan](https://www.paloaltonetworks.com/services/support/customer-support-plan)
* [How to Manage Users in Your Account](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNaCAK)

<details>

<summary>How do I get access to support?</summary>

* Visit the [CSP](https://support.paloaltonetworks.com/Support/Index) and ensure the Superuser for your organization added you as a user and assigned your user access role.
* Review [Support Portal User Documents](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNZCA0) to learn about support portal navigation.
* Learn about [Customer Support Plan](https://www.paloaltonetworks.com/services/support/customer-support-plan) options.

</details>

<details>

<summary>What is a Super User and what can a Super User do?</summary>

* 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.

{% hint style="info" %}
If you wish to be added to the account, reach out to your organization's Super User.
{% endhint %}

* 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](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNPCA0)
* [Support Portal User Role Matrix](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClaTCAS)

</details>

<details>

<summary>How do I create a Customer Support Portal User account?</summary>

See [How to Create Your Customer Support Portal User Account](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNVCA0).

</details>

<details>

<summary>How do I use the account registration link created by my organization’s Super User?</summary>

See [How to Use the Account Registration Link](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNXCA0).

</details>

<details>

<summary>What if I don’t have a Serial Number?</summary>

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”.

</details>

<details>

<summary>I can't access the CSP or the case creation wizard</summary>

On the CSP sign-in page, enter your email address and select **Need Help?** to create a Web case.

</details>

<details>

<summary>I’m having trouble logging in, how can I reach Customer Support for assistance?</summary>

* [Login Assistance for the Customer Support and Cloud Services Portals](https://www.paloaltonetworks.com/services/support/login-assistance)
* Alternative ways to [Contact Support](https://www.paloaltonetworks.com/company/contact-support)

</details>

<details>

<summary>How do I open a support case?</summary>

File a support case for break/fix issues. For general product questions, visit Cortex XSOAR [Live Community Discussions](https://live.paloaltonetworks.com/t5/cortex-xsoar-discussions/bd-p/Cortex_XSOAR_Discussions) and an SME or Community member can help.

{% hint style="info" %}
Case management is not available to customers with Premium Partner Support whose cases are managed by their Authorized Support Centers (ASCs).
{% endhint %}

{% stepper %}
{% step %}
Create a support case

1. Sign in to the CSP, select Support Cases, and then Get Help.
2. Click Create a case.
3. Select or type the name of your product and then click **Next**.
4. Select the type of help you need:
   * Customer Success Guidance
   * Technical Issue.
5. 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.

{% hint style="info" %}
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.
{% endhint %}
{% endstep %}

{% step %}
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.

{% hint style="info" %}
Required fields are marked with a red bar to the left of the field name.
{% endhint %}
{% endstep %}

{% step %}
In the Additional Details step, select the Issue Concentration. Answer the questions based on the concentration type you select.

{% hint style="info" %}
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.
{% endhint %}

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)
  {% endstep %}

{% step %}
In the **Recommendations** step, Support offers possible documents related to the case you described.
{% endstep %}

{% step %}
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.
{% endstep %}

{% step %}
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

{% hint style="info" %}
Case Management stores support cases for up to only six months to comply with EU GDPR (General Data Protection Regulation) regulations.
{% endhint %}
{% endstep %}
{% endstepper %}

For more details, see the following:

* [How to open a Support Case](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNSCA0)
* [How to use the Case creation wizard](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNbCAK)
* [How to Manage Your Support Case](https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClNZCA0)

</details>

<details>

<summary>How do I subscribe to Security Alerts?</summary>

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.

</details>


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