Zoomdata Support Packages

Standard Support Hours: Monday through Friday*
   9 AM - 6 PM Eastern European Time
   9 AM - 6 PM Eastern Standard/Daylight Time

SLAs listed are for our Initial Response Times. A support ticket will be created on your behalf and someone from the Zoomdata Application Support team will provide an initial update on the progress of the ticket within the listed times.

 

  Standard Premier Elite
Request Type      
Critical - Severe Customer Impact: Customer is experiencing an urgent issue in production that (a) cannot be reasonably circumvented and no workaround exists for the end user and/or (b) substantially impairs the performance or usability of Zoomdata as to effectively render it unusable. 4 Business Hours 1 Hour 1 Hour
High - Major System Impact: Customer is experiencing an incident which causes major impact to a production environment or severe impact to non-critical business operations. This includes issues that substantially impairs the use of features of Zoomdata required by the end user to perform necessary business functions. 6 Business Hours 2 Hours 2 Hours
Normal - Moderate Customer Impact: Customer is experiencing an incident which causes moderate impact to business operations. This includes non-trivial issues that impairs the use of one or more features of Zoomdata; however, the reported error or issue can be reasonably circumvented. 1 Business Day 6 Business Hours 4 Business Hours
Low - Low Customer Impact: Customer is experiencing a minor incident, often cosmetic by nature, which causes low or no impact to business operations. Usually a general inquiry or recommendation for product enhancement. 2 Business Days 1 Business Day 1 Business Day
Channels      
Customer Designated Support Contacts 2 6 10
Email Y Y Y
Webform Y Y Y
Live Troubleshooting (e.g. phone, screenshare) Y Y Y
Chat / Team Communication - - Y
Resources      
Welcome Package Y Y Y
Onboarding Meeting Y Y Y
Online Knowledge Base Y Y Y
Customer Mailing List Y Y Y
Release Notes Y Y Y
Access to Support Portal - Y Y
Access to e-Learning Content Available for Purchase Y Y
Upgrade Assistance for Major Releases - Y Y
Metadata Backup/Restore Assistance - - Y
Designated Technical Account Manager - - Y
Every Other Week Account Updates - - Y
Annual Site Visit - - Y
Support Hours Standard 24x7 24x7
Quick Start Package Available for Purchase Available for Purchase Available for Purchase
Administrator Training Available for Purchase Available for Purchase Available for Purchase
Advisory Program      
Twice Yearly Product Management Meeting / Roadmap Review - - Y
Customer Advisory Board Eligibility - - Y

* Excludes Zoomdata holidays

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