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. Free, Starter and Professional. Each level offers different support methods and target response times as detailed below.

Severity levels

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.

Support methods

 

Free

Essentials

Professional

Community support

Email

 

Live support

(phone/online meeting /screen sharing)

 

 

 

Target response times during business hours

 

Free

Essentials

Professional

S1

Best effort

 

 

 

6 hours

4 hours

S2

1 business day

6 hours

S3

2 business days

1 business day

S4

Best effort

2 business days

 

Submitting a Support Request

To speed up our support response, we recommend submitting support enquiries via our online form.

 

Alternatively, email us at [email protected]