World Class Support from zenphi
zenphi Support Policy
Our customer service team is here to assist you with any problems or questions you may have when using zenphi. We offer support in 3 service levels. Starter, Essentials and Professional. Each level offers different support methods and target response times as detailed below.
Support requests are prioritized based on severity level:
• Severity 1 (“S1”) is defined as an incident where the zenphi platform is unavailable and/or the customer is unable to access zenphi. This is the highest priority and receives first attention.
• Severity 2 (“S2”) is defined as an incident where the issue has severely impacted the performance of zenphi’s intended use and is causing a material and adverse impact to the majority of a customer’s users or deployed Flows.
• Severity 3 (“S3”) is defined as an incident where the issue has an impact on the performance and/or functionality of zenphi that is impacting a minority of a customer’s users or deployed Flows.
• Severity 4 (“S4”) is defined as a request for assistance or more information on the use of a zenphi feature.
Target response times during business hours