World Class Support from zenphi

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.

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

Target response times during business hours