Zimbra Open Source Edition Support
The Best Support for 100s of Millions of Zimbra OSE Mailboxes Worldwide
Zimbra Open Source Edition Support
We love, embrace and contribute to Open Source, and we are sure you do too. But to be honest – sometimes it isn’t all your company needs. Open Source is a way of building software, not a vendor itself.
When Zimbra Open Source goes wrong, it can be incredibly frustrating. Trying to find the expert or the expertise you need, trying to work out what the problem is, searching for hours in our Wiki or external Blogs for documentation, even asking in forums and waiting for a reply while your system is down can become a really tricky situation from a business perspective.
Perhaps you, or anyone in your company, doesn’t have enough expertise. There may be legal, contractual or organizational requirements to have formal, external support in place, especially at the university or government level. It may be that you simply want reassurance if and when the worst happens.
Ensure your Business Email with Zimbra Open Source Edition (OSE) Support, providing the same level of reliable technical support for open source edition as for our Network Edition. Supporting millions of mailboxes already, Zimbra Open Source Edition Support provides many advantages for Zimbra’s open source user base:
- Elevate to Business Ready: OSE Support can take your Zimbra deployment to the business-ready level.
- Provided by Experts: Receive support from the people who know Zimbra the best!
Get a Customized Support Quote
BENEFITS OF OPEN SOURCE SUPPORT
SLA
ACCESS TO EXPERTS
UPTIME
Common Zimbra Open Source Support questions:
| Zimbra Open Source Edition Support Offerings | Zimbra Open Source Support – Partner Requirements |
|---|---|
| Sold through Zimbra’s Value Added Reseller (VAR) channel | Be approved by Synacor to sell Zimbra OSE Support |
| Limited to on premises deployment of Zimbra OSE | Sign an addendum to the standard Synacor VAR Agreement enabling VARs to provide OSE support & sell OSE Add-Ons |
| Zimbra provides 2nd & 3rd level support in English w/ next business day response | Maintain an incident management system to track customer issues |
| Support limited to the official, unmodified distribution of Zimbra OSE available on www.zimbra.com | Demonstrate the ability to escalate technical support issues to Zimbra in English via email or phone |
Support Level Access Methods
| Trial | OSE Support | Standard | Premier | Elite | Elite + | |
|---|---|---|---|---|---|---|
| Support Portal (Web-based Service Requests) | ||||||
| Self-Service (Forums/Wiki/ Documents) | ||||||
| Phone Support (Business Hours) | ||||||
| Phone Support (24×7 for Sev-1s) | ||||||
| Service Requests | 10 in first 60 days | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
Support Level Services
| Trial | OSE Support | Standard | Premier | Elite | Elite + | |
|---|---|---|---|---|---|---|
| Web-based Service Requests | ||||||
| Phone-based Service Requests | ||||||
| Development Support | * | |||||
| Annual Health Check | * | |||||
| Technical Operations & Upgrade Planning Service | * | * | * | |||
| Training | * | * | * | * | ||
| 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 |
* | * | ||||
| Professional Services | * | * | * | * | * | * |
| Patch Support | * |
* Available as add-on service