Standard Support Hours: Monday through Friday
9 AM - 6 PM Eastern European Time
9 AM - 6 PM Eastern Standard/Daylight Time
Extended support hours available upon request.
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*.
| Request Type | Evaluation/Trial | Premium | M+ |
|---|---|---|---|
| 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. | N/A | 4 Business Hours | 2 Business Hours |
| 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. | N/A | 6 Business Hours | 4 Business 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. | N/A | 1 Business Day | 6 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. | N/A | 2 Business Days | 1 Business Day |
| Channels | |||
| Customer Designated Support Contacts | 1 | 2 | 6 |
| Email ([email protected]) | Y | Y | Y |
| Webform | Y | Y | Y |
| Remote Troubleshooting Sessions | - | - | Y |
| Phone Support | - | - | Y |
| Chat | - | - | Y |
| Available Resources | |||
| Knowledgebase | Y | Y | Y |
| Application Support Engineer | Y | Y | Y |
| Best Practices and Recommendations | - | Y | Y |
| Dedicated Support Engineer | - | - | Y |
| Weekly Account Updates | - | - | Y |
| Site Visits/On-site Support | - | - | Y |
| Software Maintenance | |||
| Product Updates, Release Notes and Instructions as Available | - | Y | Y |
| Upgrade/Migration Assistance | - | - | Y |
| Metadata Backup/Restore Assistance | - | - | Y |
| Customer Advisory Program | |||
| Quarterly Product Roadmap Updates | - | - | Y |
| Quarterly Product Management Meeting | - | - | Y |
| Reports | |||
| Private Support Login to View Tickets and Stats | - | - | Y |
* Excludes Zoomdata holidays
Contact sales to purchase Managed Plus support.