Support

• Zimbra Support Program Overview
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Zimbra Support Program Overview

Zimbra is committed to superior customer service - we are proud to feature a top-quality, professional, and cost-effective support team. To best serve customers needs we offer a variety Support Packages and methods to contact us, ranging from self-help knowledge bases to 24/7 real time crisis support.

See what customers are saying about Zimbra Support.

Customer Support Tools

Web Support

We provide robust web-based access to self-help facilities. Among the on-line resources are:

• Zimbra Forums - Learn from others experiences in the Zimbra Community; Zimbra employees also share technical information of a general nature here.
• Product Documentation - Current product release notes, manuals, and general documentation can be found in the Documents section of the Zimbra website.
• Zimbra Wiki - Documents developed by Zimbra Support and the Community; these documents usually cover common problems and procedures.
• Product Management Portal - Provides a real-time view into features and bug fixes in Zimbra's past releases as well as the next major release.
• Support Portal - All Zimbra customers with active support contracts have access to the Zimbra Support Portal, where you can submit, view, and check status of support cases at any time. This is the preferred method for submitting support cases because you can document your question in detail and have questions immediately directed to the most appropriate engineer. The Portal also features a powerful unified search to quickly find answers to common questions.

Telephone Support

The Zimbra Technical Support Team is available by telephone for customers who have Premium Support. Telephone support is available by calling +1 408-349-8000 during normal business hours Monday through Friday 9:00 am - 6:00 pm U.S. Pacific time (-8 GMT), excluding U.S. holidays.

Support Packages

Support Packages are determined by your Network Edition contract type. Please see the pricing page for more information on these options. The table below shows the different Packages: Standard, Advantage, and Premium as well as "Trials" (Support for those using the 60 day Network Edition trial).

* Available for U1 system-down incidents only

Support Incidents

Each Support Package comes with limited Support Incidents (save for Premium). An incident is the ability to contact Zimbra directly for help. Your Support Package determines the method (e.g. Support Portal or phone) and how many times a year.

• Additional Support Incidents can be purchased (1, 3, or 5 incidents); please see our pricing for more information.
• Support Incidents determined to be enhancement requests or bug reports do not count against your allotted Support Incidents.

Support Incident Process

Zimbra is committed to resolving customer problems quickly and professionally; when you contact Zimbra:

1. Every service request is logged into the support system and is accessible to all Technical Support Team members.
2. The Technical Support Team assigns case priority based, in part, on the urgency that you indicate.
3. After reasonable troubleshooting an unresolved case will be escalated to Engineering directly for resolution.

Note: Enhancement and bug requests also funnel in through the same ticketing process. Typical resolution for enhancements will be bugs filed with Engineering who will work with the Support team to provide target release dates. You can always check enhancement and bug status at http://bugzilla.zimbra.com/ or the Product Portal.

Response Times

Initial response times are dependent upon urgency and criticality assigned to support requests. Urgency categories:

• Production system outage (U1)
• Major functionality not working with no work-around (U2)
• Major functionality bug with workaround (U3)
• Minor issues and functionality (U4 - U7)
• Enhancements (U8)
• General questions (U9)

Initial Response Goals Zimbra Support Team Meets or Exceeds: