How Zenphi Support Works — Response Times, Severity Levels, and What's Covered
What does Zenphi Support include? Support channels, product releases and updates, documentation, guidance and troubleshooting for your Service activities, and commercially reasonable efforts to fix bugs — governed by the Severity Levels and response times defined in this policy. This Support Policy describes how Zenphi provides technical support and maintenance for its no-code automation platform, according to the terms of your Subscription Agreement, Order Form, and this policy.
Updated · Reviewed by the Zenphi Support Team
24/7 Coverage — Submit → Triage → Resolve
Submit
Online form or email [email protected]. Any authorized Customer employee can open a request.
Triage
Receipt confirmed, Severity Level assigned. S1–S4, each with its own target response time.
Resolve
Fix, workaround, or scoped closure. Communication record kept throughout.
Documentation
Online user guides, help, and training materials for the full Zenphi platform.
Community
Ask questions and get answers from the Zenphi user community and academy.
Request support
Open a Support Request through the online form and get a Severity Level assigned.
What This Policy Covers
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
Key Terms Used in This Policy
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 docs.zenphi.com, the Zenphi user 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.
What's In Scope, and What Isn't
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.
From Submission to 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
Service inaccessible
Highest priority. The Service is inaccessible.
Material disruption to most users
Significant impact on Service performance, causing material disruption to most users.
Affects a minority of users
Moderate impact on Service performance or functionality, affecting a minority of users.
"How-to" questions or feature requests
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.
Coverage, Hours, and Response Times by Tier
Supported Services: All Zenphi Products.
Effective Coverage Hours: 24/7, with limited support during holidays.
Business hours — Monday to Friday:
- 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
Escalations: [email protected].
To Speed Up Our Response, Submit Through the Online Form
To speed up our support response, we recommend submitting support enquiries via our online form. Alternatively, email us at [email protected].