Technical Support Plans
Zenprise provides best-in-class technical support across the globe through both our direct response teams and partner ecosystem. The following support levels are available to meet the demands of your organization:
Platinum Support
Platinum Support offers the highest level of support available and includes a dedicated Technical Account Manager, 24x7x365 emergency care for Priority 1 issues, and access to Professional Services through the QuickStart Program.
Gold Support
Gold Support is selected by most clients and includes 24x7x365 access to Zenprise Technical Support for Priority 1 issues as well as local business hour support for all Priority 2–4 issues. Customers with Gold Support can authorize up to 5 Named Contacts to work with Zenprise Technical Support.
Silver Support
Silver Support offers Zenprise Technical Support during local business hours from Monday–Friday and includes 24x7x365 access to our online Customer Center.
| Zenprise Support | Platinum Support | Gold Support | Silver Support |
|---|---|---|---|
| Access and Response | |||
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Access to Zenprise Technical Support |
8 Hours/Day* 5 Days/Week for P2-P4 (Mon.–Fri.) Excluding public holidays 24x7x365 for P1 |
8 Hours/Day* 5 Days/Week for P2-P4 (Mon.–Fri.) Excluding public holidays 24x7x365 for P1 |
8 Hours/Day* 5 Days/Week (Mon.–Fri.) Excluding public holidays |
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P1: Major function inoperable, no workaround P2: Function inoperable, workaround available P3: Minor feature issue/question P4: Request for enhancement |
Within 1 hour Within 1 business day Within 1 business day Within 2 business days |
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24x7x365 Technical Support for Priority 1 Issues |
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Maximum number of Named Contacts authorized to interact with Zenprise Technical Support** |
7 |
5 |
2 |
| Dedicated Technical Account Manager (TAM) | • | ||
| Online Support | |||
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Customer Center Access
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24 Hours/Day 7 Days/Week 365 Days/Year |
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| Software Enhancements and Updates | |||
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Access to updates and upgrades |
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Access to priority hot-fixes and maintenance engineering |
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| Strategic Services | |||
| Priority invitation to product beta program | • | • | |
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Priority invitations to special user events |
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| Account reviews by Technical Account Manager | • | ||
| QuickStart Installation and Training Program | • | ||
* Typically 9am–5pm local business time
** Additional Named Contacts may be added for additional fees