Customers Come First. Period.

The first step to building a community is relationships.
We value our relationships and are committed to responding quickly to your support needs.

NEED HELP?

You can call us, open a Support Ticket in the Support Portal, help yourself in the Community or visit our YouTube Channel

Who to Call

  • Main (U.S. International):
    +1 972-407-0688
  • Main (U.S. Toll-free):
    877-492-9484
  • Global Sales:
    +1 972-407-0688
  • EMEA Sales:
    +44 (0) 203 178 3010
  • Global Support:
    +1 214-420-1337
  • Support (U.S. Toll-free):
    877-522-6334

SUPPORT LEVELS

Zimbra offers different Technical Support Levels, so you can select the one that best fits your Business needs

Standard

Business-Hours support only, not intended for high-visibility production platforms

Details

Premier

In addition to Standard Business Hours support, includes 24 × 7 support for Severity-1 issues

Details

Elite

Prioritized organizational relationship with Zimbra, including additional packaged Support Services

Details

Elite +

Includes Elite in addition to Source Code Support

Details

Support Level Availability

Trial Standard Premier Elite Elite +
On-Premise Collaboration Product Support
SaaS 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 (24×7 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
*
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

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 (24×7) 15 minutes (24×7) 15 minutes (24×7)
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.

Resolution/Workaround Goals

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 24×7. 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

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 Levels Details

Support Level Support Service Package
Standard Business-Hours support only, not intended for high-visibility production platforms.
Premier In addition to Standard Business Hours support, includes 24×7 support for Severity-1 issues, intended for production systems and urgent assistance.
Elite Prioritized organizational relationship with Zimbra, including additional packaged Support Services. In some cases, these Services are available individually as Professional Services. The packaged services included with Elite include the following:
Elite+ Elite Support above plus Source Code Support, including the following:
  • Technical Operations & Upgrade Planning Service: Operations best practice review and technical advisory workshops for a new implementation or upgrades to an existing platform. Includes five (5) service days upon joining the Elite program.
  • Health Check Service: Annual platform check-up and tuning recommendations. Includes five (5) service days annually.
  • Training: Includes three (3) training days for up to three (3) attendees annually. Training days can be applied for published Zimbra training courses for any Zimbra products.
  • API Development Support: Allows questions through cases on API-level custom development. Limited to ten (10) person-hours of service per month per Account).
  • JPOR and Trusted Advisor Services: Status review and advisor services at quarterly Joint Planning and Operations Reviews.
  • Root Cause Analysis: On Severity-1 issues that impact system availability, Zimbra will – upon customer request – work to provide formal root cause analysis. Root cause analysis by its nature does not always result in a conclusive resolution. Zimbra will use commercially reasonable efforts to work with customers and third parties as necessary to provide a formal analysis, where possible.
  • Patch Support: Two (2) custom patches annually for a select set of up to six (6) non-conformities each – applicable to the Zimbra product version in use at the Customer site – upon request by Customer and upon agreement of feasibility by Zimbra. Patches will be created as a back port of an existing bug fix available for the requested non-conformity in the Zimbra production codeline. The candidates for non-conformities selected for patches will be determined by the following criteria:
    1. Loss of service availability
    2. Loss of major functionality or usability of the software
    3. Major security issue

Upon receiving the request, Zimbra will perform an analysis of the non-conformities requested for patch inclusion to assess the feasibility and associated risk of implementing a patch to the platform. Zimbra will provide this analysis in written format for review by Customer. If Zimbra and Customer agree that the Patch request is a candidate for a Patch release, Zimbra will use commercially reasonable efforts to provide the Patch to Customer by an established target date.
All patches provided by Zimbra are specific to Customer’s current Zimbra version and platform implementation. All requests to update a previously released patch as a result of platform changes by Customer (e.g. major/minor version upgrade, platform infrastructure modification, or replace a custom patch with a Zimbra production codeline bug fix) will be handled as a new Patch Request.

  • Named Lead Support Engineer: A designated Support Engineer assigned to understand the environment and advise on the customer platform.
  • Named Relationship Manager: A designated Relationship Manager assigned to facilitate cross-functional communication with Zimbra.

Elite+

  • Source Code Access and Perforce License
  • Core Development Support
  • Code Review & Integration to Zimbra main

TrialProduct demonstration period, generally 60-days, and includes limited Severity-4 support only through the Support Portal. Trial customers must not run product or service in production.

 

Zimbra Support Services Terms And Conditions

Definitions

“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:

  • New Year’s Day (January 01 or nearest weekday)
  • U.S. President’s Day
  • Good Friday
  • Europe Labour Day (May 01st or nearest weekday)
  • U.S. Memorial Day
  • U.S. Independence Day (July 04th or nearest weekday)
  • U.S. Labor Day
  • U.S. Thanksgiving Day
  • Friday after U.S. Thanksgiving
  • Christmas Eve (December 24th or nearest weekday)
  • Christmas Day (December 25th or nearest weekday)
  • Boxing Day (December 26th or nearest weekday)

“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.

“24×7” means 24 hours x 7 days x 365.25 days per year. There are no exceptions or holidays in 24×7 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.

Severity Definitions

“Severity” is a measure of the impact a Non-Conformity or issue, as reported in a Service Request, has on the use of the Software, as determined by Zimbra. The following Severity levels apply to all Software:

Severity-1

“Severity One” means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; or (ii) Customer has had a substantial loss of service.

Examples of Severity-1 Issues

Severity 1 can be described as a Critical Service Outage. A production service or application is down or no longer producing output (“Out of Production”). No workaround is immediately available. Examples include the following:

  • Problems that affect a production application, and cause output to no longer be produced or useable.
  • A critical production service or application – such as users unable to access or utilize the system, mail access or delivery, or web server or application required for usability of the system – is down or not responding and cannot be stabilized or restarted.
  • >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.
  • Technical support will work until a resolution and/or workaround has been provided, according to the Premier or Standard coverage hours as specified by the Support Level.
  • If a workaround has been provided to avoid further outages, or in the case that the customer cannot work further on an issue, the Severity Level will be dropped to Severity-2

Severity-2

“Severity Two” means that major functionality is severely impaired such that: (i) operations can continue in a restricted fashion, although long-term productivity might be adversely affected; (ii) a major milestone is at risk; ongoing and incremental installations are affected; or (iii) a temporary workaround is available.

Examples of Severity-2 Issues

Severity 2 can be described as impact of Major Functionality. Major functionality is severely impaired, or an application is encountering severe problems that impact a production cycle. Examples include the following:

  • 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.
  • These types of problems affect a production job, however, a known workaround and/or intervention is available.
  • The workaround, temporary workaround and/or intervention allows for the successful completion of a given job. This differs from a Severity 1, as there is a known workaround and/or intervention.
  • Severity-2 issues will not apply to situations where only a single user is impacted, such as client application issues for a single mobile device, desktop or laptop application, etc.

Severity-3

“Severity Three” means a partial, non-critical loss of functionality of the software such that: (i) the operation of some component(s) is impaired but allows the user to continue using the Software; or (ii) initial installation milestones are at minimal risk.

Examples of Severity-3 Issues

Severity 3 can be described as impact of Minor Functionality. Minor functionality not working – workaround available. Partial, non-critical loss of functionality of the software. Examples include the following:

  • Impaired operations of some components, but allows the user to continue using the software.
  • Initial installation milestones are at minimal risk.
  • Minor Bugs.

Severity-4

“Severity Four” means (i) general usage questions and cosmetic issues, including errors in the Documentation, and (ii) cases opened via email for Zimbra Software.

Examples of Severity-4 Issues

Severity 4 can be described as General Usage Questions. The default Severity level used, if not otherwise prioritized by customer or Zimbra, is Severity-4. Examples include the following:

  • All Development Support requests.
  • Cosmetic issues, including errors in the documentation.
  • General configuration or use questions.
  • Upgrade, major change, and migration notifications.
  • Licensing/Renewal issues (except those that are production impacting).
  • Beta products.
  • Trial customers.
  • Enhancement requests.
  • Cases initially opened via email will be assigned a Severity Level of Sev-4.
Watch Product Demo
Try Zimbra Now
Buy Zimbra