Support Service Level Agreement

Standard Support

Support Response and Issue Resolution

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

Standard support hours are 8 AM Monday UK time (1 AM Monday Pacific time) to midnight Friday UK time (5 PM Friday Pacific time). A support messaging service is available at all other times.

As part of 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.

 

Enhanced Support SLA

The Ziflow Enhanced Support SLA is included with the Enterprise Edition. In summary, it is a contractually binding agreement to deliver:

  • Telephone and email support desk availability 24 hours a day, 5 days a week (Monday-Friday)
  • Response time on Critical support of one hour

In the event that service levels are not met, Ziflow will provide Service Credits to affected customers, which we have provided details about below.

Enhanced Support SLA Details

There are multiple methods that you can utilize to contact Ziflow support:

Enhanced support hours are from 3 AM on Monday UK time (7 PM Sunday Pacific time) to 1:59 AM on Saturday UK time (5.59 PM Friday Pacific time). This covers business hours during the working week in all the major geographies that we support.

If you would like to request support through the Enhanced SLA, please make sure that you use the words “Enhanced SLA” in your support request and state the Priority Level shown in Table 1 below.

If we do not meet the response times specified in Table 2 below, we will issue Service Level Credits specified in Table 2.

A Service Level Credit provides one additional calendar day of use of Ziflow, to be added to the end of your current billing period.

Service Level Credits may not be exchanged for a cash refund.

Table 1

Priority

Definition

Response

Resolution Time

Priority 1

Critical: Ziflow production is not accessible or operational

We will respond within one support hour of your request being submitted. We will update you twice a day during support hours.

We will start to resolve your issue within one support hour. We will work continuously to resolve your issue. We will provide a workaround within one support day. We will provide a final fix within 5 support days.

Priority 2

Important: Ziflow production is operational, but there is a major functional problem that prevents you working

We will respond within 2 support hours of your request being submitted. We will update you once a day during support hours.

We will start to resolve your issue within 4 support hours. We will work continuously to resolve your issue. We will provide a workaround within 3 support days. We will provide a final fix within 15 support days.

Priority 3

Necessary: Ziflow production has a functional loss that does not significantly prevent you working, but affects performance or user experience.

We will respond within 4 support hours of your request being submitted. We will update you once a week during support hours.

We will provide a final fix within 30 support days.

 

Table 2

Priority

Service Credits

Priority 1

3

Priority 2

2

Priority 3

1

 

We will provide service credits once per request or event.

You will provide your reasonable cooperation to us to give us information to help us reproduce and resolve your support request.

You will provide us with a primary contact in your IT team if we need to discuss your hardware, software, desktop environment, network environment, Internet service provider, or other technical issues which may affect your ability to use Ziflow and for which you are responsible.

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