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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:
4
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:
8
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.