Zenoss Customer Support

From initial installation to on-going support, the Zenoss Customer Support Team is there to help you to maximize your investment.

Zenoss Support Packages

Zenoss offers multiple, comprehensive support plans allowing customers to choose that plan that best meets their needs. All Zenoss Service Dynamics customers are required to purchase Zenoss Support.

  Basic Premium
Product Support
Support Hours 8:00PM Sunday - 8:00PM Friday* 8:00PM Sunday - 8:00PM Friday*
Initial Response Time Urgent: 4 hrs
High: 6 hrs
Normal: 10 hrs
Low: 24 hrs
Urgent: 2 hrs**
High: 4 hrs
Normal: 8 hrs
Low: 16 hrs
Web Support Portal Access Unlimited Unlimited
Email Support Access Unlimited Unlimited
Phone Support 2 Calls / Month Unlimited
Named Support Contacts 4 8
Remote Troubleshooting Yes Yes
Software Updates Yes Yes
Premium Only
24x7 Support for Urgent Issues - Yes
Targeted Resolution Time - Yes
Service Level Credits - Yes
Management Escalation - Yes
API Support - Yes
Off Hours Support - Yes
Technical Account Manager - Yes
Quarterly Reviews - Yes

*Zenoss Support Hours are 8:00PM Sunday through 8:00PM Friday United States Eastern Time, excluding federal public holidays in the United States and Zenoss observed holidays that are announced in advance on the Web Support Portal.

** Zenoss will respond to Urgent issues raised by Premium support customers 24 hours a day, every day including holidays. Initial response will be less than 2 hours. All other severities are responded to according to Zenoss Support Hours.

Definitions

Response time is prioritized based on the issue severity. Zenoss uses the following definitions for issue severity:

Urgent An error has caused a catastrophic failure of the Software that has rendered the entire system unusable. (i.e. complete system outage)
High An error has caused a failure of the Software that severely impacts one or more critical functions of the Software. (daemon(s) failed, no data collection, UI not accessible, etc.)
Normal An error in the form of a bug or administrative issue is preventing a non-critical Software function from working. (i.e. error running report)
Low An error in the form of a bug or administrative issue that makes a function of the Software difficult to use but some Workaround is known. (also includes "How do I" questions) An “error” means a failure of the Zenoss software to materially conform to Zenoss-published user documentation.

Support Engagement Methods

Zenoss Support offers several different ways for named support contacts to get help, providing customers with the flexibility they need. Named support contacts may access any of the following resources.

Web Support Portal

The online Web Support Portal is the fastest method for issue resolution. The support portal allows you to communicate directly with Zenoss Support in one central location to submit new cases, append/upload file attachments associated with open cases, track the status of existing cases, and review past cases.

The support portal is also home for tools like our extensive knowledgebase and announcement forums frequently populated with the latest information on known issues, helpful how-to guides and service pack announcements.

Email Support

You can open a ticket via email at support@zenoss.com. We encourage you to use the Web Support Portal rather than email so that we can more readily capture the information we need, such as the severity level of your request. Once you have created a ticket in the Portal, you can easily update the ticket by responding to portal messages via email.

Phone

Phone support is available during Zenoss Support hours by calling +1-512-687-6854 and selecting option 2.

Named Support Contacts

Premium customers may name up to 8 individual support contacts, and Basic customers may name 4. Your named support contacts must be reasonably proficient in the use of information technology and familiar with the customer resources that are monitored by means of the software, and must speak English. You must provide information reasonably requested by Zenoss for the purpose of reproducing any error or otherwise resolving a support request.

Remote Troubleshooting

At your request, we will use a remote assistance technology to help you identify and resolve your issue. You may request a remote support session at any time, but we may need to schedule your session at a future time depending on our workload.

Premium Support

24x7 Support for Urgent Issues

Premium customers will receive 24x7x365 support for their Urgent issues. You will be provided with an “Urgent Issues” telephone number to be used outside of Zenoss support hours for Urgent issues only.

Targeted Resolution Time

If Zenoss Support cannot restore operation on an Urgent issue within 4 hours after initial acknowledgement, then Zenoss Support will engage with engineering staff on the issue.

Once engaged, Zenoss will use diligent efforts to restore operations to a working state. Until the system has been restored, Zenoss will provide a named contact that will lead the resolution efforts. This contact will communicate the proposed resolution path and provide updates at reasonable intervals.

Service Level Credits

Customers who have purchased Premium Support are eligible for a Service Level Credit if they experience an Urgent Severity Level issue caused by an error in the Zenoss Software where the system is not returned to an operational state within 8 hours of their submission of their support request.

If the complete system outage extends beyond the 8th hour, you may elect to receive a Service Credit of $100 per each hour that the software is not operational after the 8th hour, not to exceed $1,000 per Issue. You must submit a request for the Service Credit to the Web Support Portal no later than 30 days following the date of the original support request. Zenoss is not obligated to issue more than one service credit in any three month period. If you elect to receive the Service Credit, then the Service Credit is the your sole and exclusive remedy for the issue giving rise to the support request.

Management Escalation

Premium customers receive the benefit of automatic ticket escalations ensuring that Zenoss management has the proper visibility into customer impacting issues. Escalations occur based on time elapsed since the ticket was opened.

  Urgent High Medium Low
Manager Support At Ticket Creation Next Bus. Day 3 Bus. Day 4 Bus. Day
VP Support 1 Bus. Day 3 Bus. Day 4 Bus. Day 6 Bus. Day
SVP Customer Success 2 Bus. Day 4 Bus. Day 5 Bus. Day 8 Bus. Day

API Support

While developer support is not part of the standard support offering, Zenoss will make reasonable attempts to assist with API programming related issues for Premium Support customers. API Support is restricted to the published APIs and does not include additional functionality not documented with the released version.

Off-Hours Support

Zenoss recognizes that that some Updates must be installed outside of business hours. Premium Support customers may request support be available for non-urgent issues outside of Zenoss Support Hours up to 2 times a year (up to a total of 8 hours). The request must be logged via a ticket and at least 1 week in advance of the requested time/date.

Technical Account Manager

Premium support accounts are assigned a technical account manager (TAM) who is responsible for maintaining consistent communications, monitoring open incidents, and acts as a single point of contact.

Quarterly Reviews

Quarterly ticket reviews with the Premium Support customers will be conducted by the TAM to review performance to date in the handling of incidents and identify areas of improvement to making handling of future incidents more efficient.

Software Upgrades and Maintenance

Customers with a current subscription license or perpetual license and a current support package receive access to new versions of software products as they are released.

Customers with a current subscription license or perpetual license and a current support package also receive access to the latest generally available service packs, patches, and fixes as they are released.

You are not required to implement software updates, but Zenoss is not responsible for any delay in providing support that could have been avoided by your reasonably prompt installation of an update.

Support Limitations

Zenoss support is limited to correcting errors, bugs or other defects with the standard software product and does not extend to any technology customers use with the software. Zenoss support is not available for any deliverable provided as part of a professional services engagement unless otherwise agreed in writing as part of the engagement. Zenoss is not required to provide support for a version of the software after 12 months following the release of the subsequent version of the software. You may not use support in connection with the open source licensed software known as “Zenoss Core.”