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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

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