Zimbra Support Program Overview

Zimbra, is committed to providing a support program that offers high-value and cost-effective options for our customers. The goal of our technical support program is to respond quickly to customer issues and to continually improve our handling of your technical support needs. This document describes the support services, methods, process, and response targets for customer support requests.

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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 Support Team is available by telephone for customers who have Premium Support. Telephone support is available at the following numbers:

  • US toll-free: 877-522-6334
  • Global Support: +1 214-420-1337

Normal business hours are Monday-Friday 6:00 am - 6:00 pm U.S. Pacific time (-8 GMT), excluding Zimbra holidays. 24x7 support is available for Premium Support Level customers.

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: Premium and Advantage, as well as "Trials" (Support for those using the 60-day Network Edition trial).

Advantage Premium Trials
Forums, Wiki, Documents, Product Portal Yes Yes Yes
Updates, Upgrades Yes Yes For first 60 days
Support Portal Yes Yes For first 60 days
Phone Support (business hours) Yes Yes No
Phone Support (24x7) for Severity-1 issues* No Yes No
Support Incidents 10 per year Unlimited 2 in first 60 days

* Available for Severity-1 system-down incidents only

Support Incidents

Each Support Package comes with limited Support Incidents (except for Premium, which has unlimited). 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, 2, 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 Severity Level 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.

Severity Definitions

The Severity Definitions available are the following:

Severity Level Definition
Severity 1
(Sev-1)

Critical Service Outage

A production service is down and no workaround is immediately available.

  • A critical production service – such as mail access, mail delivery, web server, Zimbra Appliance, or ZCB server - is down or not responding and cannot be stabilized or restarted.
  • Your business operations have been severely disrupted.
  • >50% of users on a platform or server are affected.
  • May not be used in the case of a new installation, a test server or platform, or where no production users are on the system.

Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours. In the case that the customer cannot continue to work on the issue with Zimbra, the case Severity Level may be reduced to a Sev-2.

A service outage does not include the loss of connectivity or access for a single or relatively small subset of users, and a service outage should only be filed on cases thought to be problems with the server or service. Sev-1s cannot be filed on a case thought to be a problem in a messaging user agent or client such as Zimbra Desktop, Microsoft® Outlook®, Apple® iPhone®, etc.

Severity 2
(Sev-2)

Major Functionality

Major functionality is severely impaired.

  • Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
  • A major milestone is at risk. Ongoing and incremental installations are affected.
  • A temporary workaround is available.
Severity 3
(Sev-3)

Minor Functionality

Minor functionality not working – workaround available. Partial, non-critical loss of functionality of the software.

  • Impaired operations of some components, but allows the user to continue using the software.
  • Initial installation milestones are at minimal risk.
Severity 4
(Sev-4)

General Usage Questions

  • Cosmetic issues, including errors in the documentation.
  • General configuration or use questions.
  • Upgrade, major change, and migration notifications.
  • Beta products.
  • Trial customers.
  • Enhancement requests.

Cases initially opened via email will be assigned a Severity Level of Sev-4.

Response Times

Priority Level Premium Support Advantage Support 60-Day Trial
Critical Service Outage
(Sev-1)
1 Hour
(24x7)
4 Business Hours
(12x5)
Not Available
Major Functionality
(Sev-2)
4 Business Hours
(12x5)
8 Business Hours
(12x5)
Not Available
Minor Functionality
(Sev-3)
8 Business Hours
(12x5)
12 Business Hours
(12x5)
Not Available
General Usage Questions
(Sev-4)
12 Business Hours
(12x5)
12 Business Hours
(12x5)
12 Business Hours
(12x5)

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.