Ziflow provides structured support to ensure customers receive timely and effective assistance. Our support tiers outline response times, service availability, and escalation processes to maintain a high level of service reliability.
Standard Support
Customers can contact Ziflow support using the methods outlined in our help center:
How Can I Contact Ziflow Support.
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 (Enterprise Edition)
The Ziflow Enhanced Support SLA is included with the Enterprise Edition and provides prioritized response times for critical issues, defined SLAs to ensure timely issue resolution, and Service Level Credits if response times are not met.
Customers can contact Ziflow Enhanced Support by phone at +1 (855) 494-3569, by email at support@ziflow.com (using "Enhanced SLA" in the request subject line), or through the Ziflow Contact Page. When submitting an Enhanced SLA support request, customers should specify the Priority Level based on the definitions below.
Support Tiers and Response Commitments
|
Support Plan |
Free |
Standard |
Pro |
Enhanced |
|
Cost |
Free |
Included with Standard Plan |
Included with Pro Plan |
Included with Enterprise Plan |
|
Response Time - Urgent |
Knowledge Base |
1.5 hours* |
1 hour* |
30 minutes |
|
Response Time - High |
Knowledge Base |
2.5 hours* |
2 hours* |
1 hour |
|
Response Time - Normal |
Knowledge Base |
2 business days* |
1 business day* |
6 hours |
|
Response Time - Low |
Knowledge Base |
4 business days* |
3 business day* |
2 business day |
|
Knowledge Base Access |
✅ |
✅ |
✅ |
✅ |
|
Ziflow Academy Access |
❌ |
✅ |
✅ |
✅ |
|
Support via Zoom |
❌ |
❌ |
❌ |
Available for complex cases |
|
Post-Incident Reports (RCA) |
❌ |
❌ |
❌ |
Available for Priority 1 issues |
|
Escalation |
❌ |
❌ |
❌ |
✅ |
*Only during coverage days & hours
Issue Priorities and Response Commitments
Ziflow assigns ticket priorities to ensure appropriate response times based on the business impact of the issue.
|
Priority |
Definition |
Response |
Resolution Time |
|
Priority 1 (Urgent) |
Ziflow production is not accessible or operational. |
30 minutes, updates twice per day. |
Work begins within 1 support hour, workaround within 1 support day, final fix within 5 support days. |
|
Priority 2 (High) |
Major functional issue that prevents normal work. |
1 support hour, updates once per day. |
Work begins within 4 support hours, workaround within 3 support days, final fix within 15 support days. |
|
Priority 3 (Normal) |
Functional loss affecting performance or user experience but not work-critical. |
6 support hours, updates once per week. |
Final fix within 30 support days. |
Service Level Credits
If Ziflow does not meet the response times outlined above, affected customers receive Service Credits added to their subscription.
|
Priority |
Service Credits |
|
Priority 1 (Urgent) |
3 credits |
|
Priority 2 (High) |
2 credits |
|
Priority 3 (Normal) |
1 credit |
Service credits provide additional calendar days of Ziflow access and are applied at the end of the current billing period. Service credits cannot be exchanged for cash and are issued once per request or event. Customers must provide reasonable cooperation, including relevant information and a designated IT contact if necessary, to assist in resolving their support requests.
