World Class Support from zenphi

zenphi Support Policy

I. Overview

This Support Policy (“Support Policy”) describes the policies and procedures under which Zenphi (“Zenphi”) provides technical support and maintenance services (“Support”) for its process platform and associated product(s) (collectively, the “Service”) to its customers (each, a “Customer”).

Support is provided for the Service pursuant to the separate Subscription Agreement and Order Form under which the Customer has purchased Support and is subject to the terms and conditions of that Agreement, Order Form, and the terms of this Support Policy. Support is provided for the term specified in the Subscription Agreement and will automatically renew with the renewal of the Subscription Agreement or the applicable Order Form.

Support is available through Zenphi’s online, web-based, in product chat, email enquiries (support@zenphi.com) and via mutually agreed online meetings (Google Meet), as indicated on Annex A and Annex B to this Support Policy (each, an “Annex” and collectively, the “Annexes”).

This Support Policy sets forth expectations for Support between the Customer and Zenphi’s Support organization, including:

  1. Who is authorized to submit issues;

  2. How to submit issues;

  3. What types of issues are supported; and

  4. How and when Zenphi resolves and closes reported issues.

 

II. Definitions

  1. Contact: means qualified individuals knowledgeable in the internal systems, tools, policies, and practices in use by Customer and proficient users of the Service. Customers are expected to make every effort to ensure that the individuals that are designated as Contacts are qualified to support the Customer teams internally.

  2. Documentation: means Zenphi’s online user guides, documentation, and help and training materials, as updated from time to time, accessible via https://www.zenphi.com, https://discuss.zenphi.com, or login to the applicable Service.

  3. Incident: means each individual issue with the Service reported to Zenphi.

  4. Product Releases: are specific versions of the core Service.

  5. Releases: are updates to the Service that provide: 

    1. New features, modifications, or enhancements to the Service;

    2. Updates to features, code corrections, patches, and other general updates of the Service or:

    3. Fixes to the Service. Releases do not include separate or different products or bundles marketed by Zenphi under a different name

 

III. Scope of Support

  1. What Support Includes

If the Customer is current on payment for Support and the Service, Zenphi shall provide the Customer with Support consisting of the following:

  1. Chat and email based submissions of Incidents, as specified in the applicable Annex;

  2. Product Releases and Releases;

  3. Documentation, including an online knowledge base of information and solutions that provides up-to-date information on the Service and a Forum where Customers, Partners, and other users of the Service can share information and ideas about how to use the Service;

  4. Guidance and troubleshooting in connection with questions and issues arising from the following:

    1. Customer activities with respect to the Service;

    2. Basic Configuration Issues: Zenphi will troubleshoot the Customer’s configuration settings for existing installations of Supported Products (as defined below in Section III.6 Supported Products) to ensure proper operation and connectivity.

    3. Usage Issues: Zenphi will respond to the Customer’s “how to” questions related to standard and intended Service usage.

  5. Efforts to Correct the Service: Zenphi will make commercially reasonable efforts to correct bugs or other errors in the Service. The Customer acknowledges that Zenphi is not required to correct every bug, error, or problem with the Service that it reports to Zenphi or of which Zenphi is otherwise made aware and that Zenphi does not guarantee resolution times.

  1. What Support Excludes. 

The Customer acknowledges that if a non-supported Incident is submitted, they may be referred to their Partner of record or another authorized Zenphi Partner. If the Customer decides to engage their Partner or another authorized Zenphi Partner, the costs of those services, if any, will be the Customer’s responsibility. The following are excluded from Support:

  1. Service that has been altered or modified, unless altered or modified by Zenphi;

  2. Service that has not been installed, operated, or maintained in accordance with the Documentation;

  3. Troubleshooting of Google, other third party, or open standards based technologies, such as XML, HTML/CSS, SharePoint, BizTalk, Active Directory, middleware, SQL queries, database connectivity, or Java scripts; and

  4. Custom solutions or actions.

  5. End-User training in the Service.

  6. Business process consultation and design.

  1. Service Covered.

    1. Supported Products: Zenphi will provide Support only as specified in this Support Policy. Zenphi supports use of the Service only as specified in the Documentation. Zenphi’s Support obligations do not cover hardware, operating systems, networks, or third-party software. The Customer understands that Zenphi may need additional information as to the Customer’s use of the Services during the term of this Support Policy.

  2. Lapsed Subscriptions.

Zenphi accepts late subscription renewal payments for up to 90 days from the subscription expiration date upon payment of: 

1. The fee for the Renewal Term, and;

2. A 20% reinstatement fee. 

Note: Any lapse greater than 90 days will require the purchase of a new subscription.

 

 

IV. Incident Submission and Resolution

Customers shall obtain Support by reporting Incidents. Incidents shall be tracked from initial report through final resolution.

  1. Submitting Incidents.

    1. Who May Submit Incidents?
      Support is intended to provide assistance for issues and questions beyond what is covered in associated Documentation. At the time of purchase, the Customer may designate as many authorized Contacts as required. However, anyone employed and authorized by the Customer may be added at any time.

  2. Customer Obligations

    1. The Customer will ensure that when an authorized Customer Contact submits an Incident, that individual will have full access and permissions required to troubleshoot the Incident and is authorized to make recommended changes to the Customer’s network and/or applicable Products to help troubleshoot or resolve the issue.

    2. The Customer will give Zenphi reasonable access to the Product and systems where the Service is deployed as necessary for Zenphi to determine the cause of the problem and find a resolution. Customer is solely responsible for Customer’s data, information, and software, including making back-up copies and security. Zenphi recommends Customers create backup copies of configuration files before any work is performed.

  3. How to Submit Incidents.

Unless otherwise specified in a supplemental support plan purchased by the Customer, Incidents are to be submitted to Zenphi by an authorized Contact through via the community forum, in product chat, or email based on the level of Support purchased by Customer, as specified in the applicable Annex.

  1. How to Report an Incident

In order to expedite the resolution of Incidents, Zenphi expects that Customer will make every attempt possible to:

  1. Verify that the Incident is reproducible (as applicable);

  2. Provide information necessary to help Zenphi track, prioritize, reproduce, or investigate the Incident;

  3. Provide a full description of the issue and expected results;

  4. Categorize issues (technical question, defect, enhancement request, etc.);

  5. List steps to reproduce the issue and relevant data;

  6. Provide any applicable log files (de-identified of sensitive data if appropriate);

  7. Provide exact wording of all issue-related error messages;

  8. Describe any special circumstances surrounding the discovery of the issue, e.g. first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem on the Customer, and suggested urgency and;

  9. Identify any existing Incident number in ongoing communications with Zenphi.

 

  1. Support Response and Incident Resolution.

    1. Zenphi Incident Response.
      For each Incident reported by the Customer in accordance with these procedures, Zenphi shall:

      1. Confirm receipt of the reported Incident within the Initial Response time specified in the applicable Annex;

      2. Set a Severity Level for the Incident in accordance with the terms below;

      3. Use commercially reasonable efforts to respond to the Incident within the time specified the applicable Annex;

      4. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that the Customer provide additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue;

      5. Give the Customer direction and assistance in resolving the Incident;

      6. Keep a record of ongoing communications with the Customer;

      7. Use commercially reasonable efforts to respond to the Incident in accordance with the Initial Response times set forth in the applicable Annex and;

      8. Upon request of the Customer, discuss Severity Level and ongoing communication time frame. Note: Zenphi may modify the Incident’s Severity Level at its sole discretion.

  2. Severity Levels.
    Zenphi will prioritize Incidents according to the following criteria:

    1. Severity 1 (“S1”): is the highest priority and receives first attention. S1 Cases are to be submitted when the Customer cannot access the Service.

    2. Severity 2 (“S2”): indicates a reported Incident where the issue has severely impacted the performance of the Service’s intended use and is causing a material and adverse impact to the majority of the Customer’s users; or the Service is not operating in a material respect within the documented functionality and it is impacting the majority of the Customer’s users or deployed workflows.

    3. Severity 3 (“S3”): indicates a reported Incident where the issue has an impact on the performance and/or functionality of the Service that is impacting the minority of the Customer’s users or deployed workflows.

    4. Severity 4 (“S4”): indicates a reported Incident requesting assistance and may include questions of how to use the Service. It may also include a reported Incident where the Service is operating within the documented functionality and the Customer would like to record an idea for inclusion in future releases. Zenphi will not provide feedback on such enhancement requests, and these Support Cases are closed once the information has been recorded in our Product Request tool.

  3. Resolution and Closure of Incidents.

Incidents shall be closed in the following manner:

  1. For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising the Customer of an available release that addresses the issue.

  2. In the event that custom or unsupported plug-ins, modules, or custom code is used, Zenphi may ask, in the course of attempting to resolve the issue, that the Customer remove any unsupported plug-ins, modules, or custom code. If the problem disappears upon removal of an unsupported plug-in or module, then Zenphi may consider the issue to be resolved. Supported plug-ins or modules are defined as those listed and defined as supported in the Documentation.

  3. For issues outside of scope as outlined in this document, Zenphi may close issues by identifying the Incident as outside the scope of Support.

  4. Dropped Issues. Zenphi may close an Incident if the Contact has not responded after two (2) weeks from the date that Zenphi requested additional information required to solve the case. The Customer may request Incidents be reopened. At Zenphi’s sole discretion, Incidents will be re-opened for further investigation if the Incident is deemed to be solvable.

 

 

Annex A

Community Support

SUPPORTED SERVICES

 

Supported Services

All Zenphi Products

POLICY TERMS

 

Effective Coverage Hours

Full work week in local time zone

Monday – Friday

Business Hours (Americas)

8AM Eastern Time – 5PM Pacific Time,

Monday – Friday

Limited support during holidays

Business Hours (EMEA)

8AM – 5PM, GMT,

Monday – Friday

Limited support during holidays

Business Hours (APAC)

8AM – 5PM, Australian Eastern Time,

Monday – Friday

Limited support during holidays

Supported Channels

Community: https://discuss.zenphi.com

 

Escalations

CSM@zenphi.com

TARGET RESPONSE TIMES DURING BUSINESS HOURS

 

Initial Response Time

Best effort

 

 

Annex B

Standard Support

SUPPORTED SERVICES

 

Supported Services

All Zenphi Products

POLICY TERMS

 

Effective Coverage Hours

Full work week in local time zone

Monday – Friday

Business Hours (Americas)

8AM Eastern Time – 5PM Pacific Time,

Monday – Friday

Limited support during holidays

Business Hours (EMEA)

8AM – 5PM, GMT,

Monday – Friday

Limited support during holidays

Business Hours (APAC)

8AM – 5PM, Australian Eastern Time,

Monday – Friday

Limited support during holidays

Supported Channels

Community: https://discuss.zenphi.com

Online: https://zenphi.com//support 

Email: support@zenphi.com

Escalations

CSM@zenphi.com

TARGET RESPONSE TIMES DURING BUSINESS HOURS

 

Initial Response Time

S1 – 8 Hours

S2 – 1 Business day

S3 – 2 Business day

S4 – Best effort

 

 

Annex C

Professional Support

SUPPORTED SERVICE

 

Supported Services

All Zenphi Products

POLICY TERMS

 

Effective Coverage Hours

Full work week in local time zone

Monday – Friday

Business Hours (Americas)

4PM Sunday – 5PM Friday, Pacific Time,

Limited support during holidays

Business Hours (EMEA)

10PM Sunday – 1AM Saturday, GMT,

Limited support during holidays

Business Hours (APAC)

5AM Monday – 9AM Saturday, Australian Eastern Time

Limited support during holidays

Supported Channels

Community: https://discuss.zenphi.com

Online: https://zenphi.com//support 

Email: support@zenphi.com

Live support:

In product live chat

Google Meet/screen sharing

Escalations

CSM@zenphi.com

TARGET RESPONSE TIMES DURING BUSINESS HOURS

 

Initial Response Time

S1 – 4 Hours

S2 – 8 Hours

S3 – 1 Business day

S4 – 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 support@zenphi.com