Zenphi Support Policy
Table of Contents
I. Overview
This Support Policy describes how Zenphi provides technical support and maintenance services (“Support”) for its no-code process automation platform and associated product(s) (collectively, the “Service”) to its customers.
Support is provided according to the terms of the Customer’s Subscription Agreement, Order Form, and this Support Policy. The Support term is specified in the Subscription Agreement and automatically renews with the Subscription Agreement or applicable Order Form.
For information about subscription renewals and payment terms, please refer to the Zenphi Terms of Service.
This Support Policy outlines the support process, including:
- Who can submit support requests
- How to submit support requests
- Supported issue types
- How and when Zenphi resolves support requests
II. Definitions
Contact: An individual designated by the Customer who is authorized to submit Support Requests and has sufficient knowledge of the Service and internal systems to assist in troubleshooting.
Documentation: Zenphi’s online user guides, documentation, help and training materials, accessible via https://docs.zenphi.com, Zenphi Users Community, or the sign-in to the Service.
Support Request: A formal request from a Customer for assistance with the Service. This may include troubleshooting issues, general inquiries, or requests for service changes.
Incident: A reported issue that significantly disrupts the Service or prevents its intended use.
Releases: Updates to the Service that provide new features, modifications, enhancements, bug fixes, and other improvements.
III. Scope of Support
What Support Includes:
Support channels (as specified in the Support Level table below).
Product Releases and updates.
Documentation, including an online knowledge base and a community forum.
Guidance and troubleshooting for:
- Customer activities related to the Service.
- Basic configuration issues.
- Usage questions.
Bug fixes: Zenphi will make commercially reasonable efforts to correct bugs and errors in the Service. While we strive to address all reported issues, response times and resolutions are not guaranteed.
What Support Excludes:
Service modified by anyone other than Zenphi.
Service not installed, operated, or maintained according to the Documentation.
Troubleshooting of Google, third-party, or open-standards-based technologies (e.g., XML, HTML/CSS).
Custom solutions or actions.
End-user training.
Business process consultation and design.
Supported Products
Zenphi provides Support for the Service as specified in this Support Policy and the Documentation. Support does not cover hardware, operating systems, networks, or third-party software.
IV. Support Request Submission and Resolution
Submitting Support Requests
Any employee authorized by the Customer may submit support requests.
Customer Obligations:
- Ensure the Contact submitting a Support Request has the necessary access and permissions to troubleshoot and make changes to the Customer's network or products.
- Provide Zenphi with reasonable access to the product and systems where the Service is deployed.
- Create backup copies of configuration files before any work is performed.
How to Submit a Support Request:
Support Requests should be submitted through the appropriate channels based on the Customer’s Support Level (see Support Levels table below).
To expedite Incident resolution, please:
- Verify that the issue is reproducible;
- Provide a full description of the issue and expected results;
- Categorize the issue (e.g., technical question, defect, enhancement request);
- List steps to reproduce the issue and relevant data;
- Provide applicable log files (de-identified of sensitive data if appropriate);
- Provide the exact wording of all error messages;
- Describe any special circumstances surrounding the issue (e.g., first occurrence, frequency, business impact);
- Identify any existing Incident number in ongoing communications.
Zenphi Support Response:
For each reported Support Request, Zenphi will:
- Confirm receipt within the Initial Response time specified for the Support Level;
- Assign a Severity Level to the Support Request;
- Use commercially reasonable efforts to respond within the target time;
- Analyze the Support Request and may request additional information from the Customer;
- Provide guidance and assistance in resolving the Support Request;
- Maintain a record of communications with the Customer.
Upon request, discuss the Severity Level and communication timeframe (Zenphi may modify the Severity Level at its discretion)
Severity Levels:
- Severity 1 (S1): Highest priority. Service is inaccessible.
- Severity 2 (S2): Significant impact on Service performance, causing material disruption to most users.
- Severity 3 (S3): Moderate impact on Service performance or functionality, affecting a minority of users.
- Severity 4 (S4): General assistance, "how-to" questions, or feature requests.
Resolution and Closure of Support Requests:
Support Requests will be closed in the following ways:
- Solvable Issues: Resolution may include explanations, recommendations, instructions, workarounds, or information about releases that address the issue.
- Unsupported Issues: Zenphi may request the removal of unsupported plug-ins, modules, or custom code. If the issue is resolved upon removal, it will be considered closed.
- Out-of-Scope Issues: Zenphi may close Support Requests that fall outside the scope of Support.
Inactive Support Requests:
If a Contact does not respond within two weeks of a request for information, Zenphi may close the Support Request. Customers can request to reopen Support Requests, which will be reviewed by Zenphi.
V. Support Levels
All Zenphi Products.
24/7, with limited support during holidays.
Monday – Friday, as follows:
- APAC: 9 AM – 5 PM Australian Eastern Time.
- EMEA: 9 AM – 5 PM Greenwich Mean Time.
- Americas: 9 AM Eastern Time – 5 PM Pacific Time
csm@zenphi.com.
Submitting a Support Request
To speed up our support response, we recommend submitting support enquiries via our online form.
Alternatively, email us at support@zenphi.com
