Support Package Options

We offer multiple support options for Zenoss Service Dynamics and ZaaS.

Zenoss Support Packages

Support Hours8 p.m. Sunday - 8 p.m. Friday*8 p.m. Sunday - 8 p.m. Friday*
Initial Response Time: Urgent4 hrs2 hrs**
Initial Response Time: High6 hrs4 hrs
Initial Response Time: Normal10 hrs8 hrs
Initial Response Time: Low24 hrs16 hrs
Online Support Portal AccessUnlimitedUnlimited
Email Support Portal AccessUnlimitedUnlimited
Phone Support2 calls/monthUnlimited
Named Support Contacts48
Remote Troubleshooting  
24x7 Support for Urgent Issues  
Targeted Resolution Time  
Targeted ZaaS Uptime  
Service-Level Credits  
API Support  
Off-Hours Support  
Quarterly Reviews  
*Zenoss Support hours are 8 p.m. Sunday through 8 p.m. Friday U.S. Eastern Time, excluding federal public holidays in the United States and Zenoss-observed holidays that are announced in advance on the online 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.

Support Access

Support Portal

Already have a support plan with us? Log in to the Customer Support Portal.

Knowledge Base

Browse troubleshooting guides, support articles, best practices and more.

Community Forums

Community support is available to all of our customers. Access the forums here.