Service and Support

Service Availability

We measure the uptime and performance of Ziflow in detail. This includes integration with and connections to third-party applications. When we measure up time we do not include:

  1. scheduled downtime, which Ziflow will schedule to the extent reasonably practicable during weekends and will notify administrators with a minimum of eight (8) hours advance warning by e-mail;
  2. any unavailability caused by circumstances beyond Ziflow’s reasonable control, including acts of God, acts of government, lightning, flood, exceptionally severe weather, fire, earthquakes, explosions, war, civil unrest, acts of terror, acts or omissions of local or central government or other competent authorities;
  3. computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Ziflow’s possession or reasonable control, and denial of service attacks; and
  4. downtime arising from legal or regulatory restrictions imposed on Ziflow which prevent Ziflow from providing the Services.

Support Response and Resolution Time

You may contact Ziflow support in any of the ways as set out on the Site at https://help.ziflow.com.

Support hours are 08:00 Monday GMT to 17:00 Friday GMT. A support messaging service is available at all other times.

As part our support agreement, you will provide Ziflow with a primary IT contact in the event that it needs to discuss any aspect regarding your hardware, software, desktop setup, network, ISP or any other technical issue for which you are responsible and that may affect your ability to use the Services.

 

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