|Support Level Availability|
|On-Premise Collaboration Product Support|
|On-Premise Community Product Support|
|Support Level Access Methods||Trial||Standard||Premier||Elite||Elite+|
|Support Portal (Web-based Service Requests)|
|Self-Service (Forums/Wiki/ Documents)|
|Phone Support (Business Hours)|
|Phone Support (24x7 for Sev-1s)|
|Service Requests||10 in first 60 days||Unlimited||Unlimited||Unlimited||Unlimited|
|Support Level Services||Trial||Standard||Premier||Elite||Elite+|
|Web-based Service Requests|
|Phone-based Service Requests||×|
|Development Support||×||×||(Available as add-on service)|
|Annual Health Check||×||×||(Available as add-on service)|
|Technical Operations & Upgrade Planning Service||×||(Available as add-on service)||(Available as add-on service)|
|Training||(Available as add-on service)||(Available as add-on service)||(Available as add-on service)|
|Quarterly JPOR & Trusted Advisor Services||×||×||×|
|Root Cause Analysis||×||×||×|
|Named Relationship Manager||×||×||×|
|Named Lead Support Engineer||×||×||×|
|Source Code Support & Access Management
- Core Development Support
- Code Review and Integration
|×||×||(Available as add-on service)||(Available as add-on service)|
|Professional Services||(Available as add-on service)||(Available as add-on service)||(Available as add-on service)||(Available as add-on service)||(Available as add-on service)|
|Initial Response Target Times|
|The Initial Response Time is a target response time goal for the first response from the Zimbra team - this would not include the auto-response that comes from the case ticketing system. The response targets are measured on the initial response after the Service Request has been opened via a Service Request case or telephone call.||Severity Level||Trial||Standard||Premier||Elite||Elite+|
|Severity-1||Not Available||2 Business Hours||30 minutes (24x7)||15 minutes (24x7)||15 minutes (24x7)|
|Severity-2||Not Available||4 Business Hours||2 Business Hours||1 Business Hour||1 Business Hour|
|Severity-3||Not Available||8 Business Hours||4 Business Hours||2 Business Hours||2 Business Hours|
|Severity-4||8 Business Hours||8 Business Hours||8 Business Hours||4 Business Hours||4 Business Hours|
*Note: All Development Support requests are handled as Severity-4 issues.
Please note: the target "Response" time included here should not be confused with a "Resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for Response. The Response targets are measured on the initial response after the case has been submitted as a case.
Zimbra maintains goals on providing a Resolution and/or Workaround for major issues (Severity-1 or Severity-2 only) caused by Zimbra product or service. For Severity-1 issues, our target Resolution or Workaround time is four (4) hours after the Initial Response Time – for Elite and Premier customers, the effort to provide Resolution or Workaround on Severity-1 issues will be provided 24x7. For Severity-2 issues, our target Resolution or Workaround time is one (1) Business Day after the Initial Response Time. Zimbra uses commercially reasonable efforts to meet these targets, and the capability of meeting these targets may be subject to causes outside of our control, such as third-party products, hardware or services and/or availability of customer resources or personnel to work on such issues.
Extended Support means the Support Services that may be available at an additional charge on any Product that has reached its End of Availability for its Product Life Cycle. Extended Support may be available to extend the Technical Guidance period on an annual basis. The customer must be an actively supported customer in good standing in order to enter into Extended Support. Code modifications, patches or custom development by Zimbra on products supported under an Extended Support agreement would require a separate Statement of Work and are not included in the Support Services.
Please contact your Relationship or Account Manager if you wish to discuss Extended Support availability.
"Support Level" means the Support Services package purchased by Customer.
"Business Hours" means the period Monday 06:00 Pacific Time - Friday 18:00 Pacific Time, excluding the following major holidays:
"Business Day" means approximately one 24-hour period during standard daytime working hours Monday - Friday in each region (e.g., Americas, APAC, EMEA), excluding the respective common holidays in countries of Zimbra business offices.
"24x7" means 24 hours x 7 days x 365.25 days per year. There are no exceptions or holidays in 24x7 coverage.
"Professional Services" means additional SOW-driven services available.
"Service Request" means any written or electronically written request for any Support Services by a Customer.