support

Support Package Options

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

	BASIC	PREMIUM
Support Hours	8 p.m. Sunday - 8 p.m. Friday*	8 p.m. Sunday - 8 p.m. Friday*
Initial Response Time: Urgent	4 hrs	2 hrs**
Initial Response Time: High	6 hrs	4 hrs
Initial Response Time: Normal	10 hrs	8 hrs
Initial Response Time: Low	24 hrs	16 hrs
Online Support Portal Access	Unlimited	Unlimited
Email Support Portal Access	Unlimited	Unlimited
Phone Support	2 calls/month	Unlimited
Named Support Contacts	4	8
Remote Troubleshooting
24x7 Support for Urgent Issues
Targeted Resolution Time
Targeted ZaaS Uptime
Service-Level Credits
API Support
Off-Hours Support
Quarterly Reviews

BASIC

Support Hours:

8 p.m. Sunday - 8 p.m. Friday*

Initial Response Time: Urgent:

4 hrs

Initial Response Time: High:

6 hrs

Initial Response Time: Normal:

10 hrs

Initial Response Time: Low:

24 hrs

Online Support Portal Access:

Unlimited

Email Support Portal Access:

Unlimited

Phone Support:

2 calls/month

Named Support Contacts:

Remote Troubleshooting:

24x7 Support for Urgent Issues:

Targeted Resolution Time:

Targeted ZaaS Uptime:

Service-Level Credits:

API Support:

Off-Hours Support:

Quarterly Reviews:

PREMIUM

Support Hours:

8 p.m. Sunday - 8 p.m. Friday*

Initial Response Time: Urgent:

2 hrs**

Initial Response Time: High:

4 hrs

Initial Response Time: Normal:

8 hrs

Initial Response Time: Low:

16 hrs

Online Support Portal Access:

Unlimited

Email Support Portal Access:

Unlimited

Phone Support:

Unlimited

Named Support Contacts:

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.

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support

Support Package Options

Support Hours

Initial Response Time: Urgent

Initial Response Time: High

Initial Response Time: Normal

Initial Response Time: Low

Online Support Portal Access

Email Support Portal Access

Phone Support

Named Support Contacts

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

Knowledge Base

PRODUCT

SOLUTIONS