Support Options
Standard Technical Support
All Zentera customers with a paid subscription license are entitled to receive standard technical support, as well as maintenance releases and product releases.
Standard technical support is provided through the Zentera support portal at support.zentera.net.
Premium Technical Support
Zentera customers may choose to purchase a premium support package to receive priority support and faster response times.
To purchase a Premium Technical Support package, contact your Zentera sales representative or contact us at sales@zentera.net.
Service Level Objectives
The Service Level Objectives Standard and Premium Technical Support are outlined below.
| Priority | Standard Support | Premium Support | ||
| Initial Response | Update or Resolution | Initial Response | Update or Resolution | |
| P1 | 1 business day | 1 business day | 4 hours | 8 hours |
| P2 | 2 business days | 2 business days | 8 hours | 12 hours |
| P3 | 3 business days | 2 business days | 24 hours | 48 hours |
| P4 | 5 business days | 10 business days | 1 business day | 2 business days |
Issue Priority Definitions
The Service Level Objects are based on the following priority definitions.
|
Priority |
Description |
Example |
|
Priority 1 – Major system disruption |
Major system disruption that will create a severe business issue if not rapidly resolved |
Total system failure |
|
Priority 2 – Severe system disruption |
A severe disruption in business-critical functionality that does not impact the entire system |
Significant number of gateways out of service Malfunction in reporting functionality |
|
Priority 3 – Single function failure |
Minor disruption in service which does not affect the entire service |
Isolated edge gateway crash
|
|
Priority 4 – Minor/ Procedural Question |
Programming or configuration related questions relating to functionality, operability or formatting |
Configuration assistance UI display issue |
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