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 |
| 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 | 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