Support
This document explains the Zuplo support plans, communication methods, severities, and response times provided by Zuplo support. The following features are provided with every support plan:
- Answer questions concerning usage issues related to Zuplo platform-specific features, options, and configurations.
- Provide initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality.
- Isolate, document, and find alternative solutions for reported defects.
- Work with Zuplo Operations, Product, Software Development, and QA staff to submit change or enhancement requests, and provide fixes for the Zuplo platform as necessary.
- Address your concerns with online or printed documentation, providing additional examples or explanations for concepts requiring clarification.
- Access to online release notes for updates.
- Access to Zuplo's online library of support webinars and knowledge base.
- Access to Zuplo's customer community forums to collaborate with fellow Zuplo customers.
Support Plans
Zuplo offers the following support plans:
| Support Offer | Available to |
|---|---|
| Community Support | All customers |
| Standard Support | Customers with any paid subscription plan or those in the initial trial period |
| Premium Support | Customers who have purchased support as part of an enterprise plan |
Community support
Customers with Zuplo's free subscription plan can seek support through the Zuplo Community. Response times may vary and aren't guaranteed.
Standard support
Customers with a paid Zuplo subscription plan receive standard support which offers access to the following channels:
- Zuplo Community
- Zuplo Email Support (best effort response times)
Premium support
Customers on a Zuplo enterprise plan can choose from premium support offerings that can optionally include specific SLAs for response time as well as additional means of contact such as a private Slack channel.
As part of premium support, Zuplo can also offer:
- Assistance migrating or onboarding to Zuplo
- Guidance implementing custom policies
- Advice on best practices for designing your Zuplo API
- Troubleshooting
Contact sales to explore adding these options to your agreement.
Contact Methods
Zuplo offers multiple methods to contact support detailed below.
The following table describes the different contact methods available for each plan:
| Support Feature | Community | Standard | Premium |
|---|---|---|---|
| Community Support | Yes | Yes | Yes |
| Email Support | No | Yes | Yes |
| Emergency Phone Support | No | No | Available |
| Private Discord/Slack Channel | No | No | Available |
For customers with an enterprise contract, your sales contract will indicate the specifics of your premium support offering.
Community Support
Every customer may join the Zuplo Discord forum and chat with other customers or Zuplo employees.
Email Support
For customers with email support, you can contact us at support@zuplo.com.
Tickets will be responded to as quickly as possible and prioritized based on
your support offering.
Private Discord/Slack Channel
Enterprise support contracts can optionally chat directly with the Zuplo team in a private Discord or Slack channel. These channels are useful for posting feature requests, asking questions, or general troubleshooting. Contact sales for more info.
Private channels shouldn't be used for urgent/business critical support requests as the team may not be immediately notified. For urgent requests use phone support.
Emergency Phone Support
Customers with emergency phone support can call +1 833-681-6018 to open an emergency support ticket. After dialing the number, enter the five-digit enterprise support code that has been provided to you.
Calling this number will alert our on-call team at any hour. Please call for urgent and business-critical issues only.
We will open a ticket and our on-call support team will reach out to you within a few minutes.
We also suggest you sign in to Discord so we can start a real-time chat.
Response Times
For premium support plans, Zuplo offers SLAs on response times based on the severity of issues and the level of the plan.
Zuplo uses four categories to define a technical issue:
| Severity | Premium | Premium Plus | Premium Custom | |
|---|---|---|---|---|
| Level 0 | Zuplo's services are down resulting in a critical and immediate impact on the Customer's production environment with a major business impact. | 2 business hours | 2 hour (24x7x365) | Custom agreement |
| Level 1 | Zuplo's services are impaired resulting in a severe impact on the Customer's production environment with a partial business impact. | 4 business hours | 4 hours (24x7x365) | Custom agreement |
| Level 2 | Zuplo's services are operational but have minor functional issues resulting in a partial impact on the Customer's production or staging environment with a low impact business impact. | 8 business hours | 4 business hours | Custom agreement |
| Level 3 | Issues or questions related to development and testing. | 16 business hours | 8 business hours | Custom agreement |
Business Hours means 8:00 AM Eastern Time (UTC−05:00) to 8:00 PM Eastern Time (UTC−05:00), Monday through Friday, excluding local, state, and federal holidays.
Response Time means the time required for a support engineer to respond confirming receipt of the support notification and informing the customer if additional information is needed to proceed with the analysis.