Support Response and Resolution Time SLA
Zeno Cloud Support Response and Resolution Time SLA (the “Support Terms”) describes our current support policies for the Services (including the Software, as the case may be). ServerGuy may modify these Support Terms at any time in its sole discretion, by posting a revised version at https://zenocloud.io/resolution-times-escalation-matrix/.
Subject to Customer’s payment of the applicable Subscription Fees and Customer’s compliance with the Agreement, Zeno Cloud will provide the following Support Services with respect to the priorities:
Support Commitment
Definition
Priority 1
A P1 is a production Incident within the Service that severely impacts the Customer’s server, causing it to cease from operating, or because of which Customer’s server is completely down or not functioning, or that results in a loss of production data and no work around exists.
Priority 2
A P2 is a major Incident within the Service where the Customer’s system is functioning but in a reduced capacity, or the Incident is causing significant impact to portions of the Customer’s business operations and productivity, or the Software application is exposed to potential loss or interruption of service.
Priority 3
A P3 is a medium-to-low impact Incident that affects certain partial and/or non-critical functions of a Customer’s Server, or that impairs some operations but allows Customer’s operations to continue to function. Incidents for which there is limited or no loss or functionality or impact to Customer’s operation and for which there is an easy workaround qualify as P3.
Priority 4
A P4 is a general usage question or issue that may be minor or cosmetic in nature or documentation related, and may include issues Zeno Cloud deems to be improvement requests, but the Service works without interruption.
Customer Obligations
Customer shall provide commercially reasonable cooperation and full information to Zeno Cloud with respect to the furnishing of Support Services. Customers shall designate one or more support contacts that are authorized to engage Support Services.
ServerGuy Obligations
Zeno Cloud will use commercially reasonable efforts to respond to Incidents as set forth below in the INCIDENT PRIORITIES AND INITIAL RESPONSE TIMES table to the extent such Incidents are not the result of Excluded Services, all as reasonably determined by Zeno Cloud.
Incident Prioritization and Initial Response Times
Priority 1
- 24 hrs X 7 days a week Support Availability.
- Initial Response Time of 30 minutes.
- Resolution within 2 hours.
Priority 2
- Local business hours (10:30 to 7pm) Support Availability.
- Initial Response Time of 1 hour.
- Resolution within 8 hours.
Priority 3
- Local business hours (10:30 to 7pm) Support Availability.
- Initial Response Time of 4 hour.
- Resolution within 24-48 hours.
Priority 4
- Local business hours (10:30 to 7pm) Support Availability.
- Initial Response Time of 8 hour.
- Resolution within 24-72 hours
Incident Priority
Support Availability
Initial Response Time
Resolution Time
Notes
- Our support portal https://support.serverguy.com is the only centralized medium using which we track and maintain our support SLA’s. Issues reported or requests opened using any other medium will not be covered under the SLA.
- Any other communication mediums like Skype, Hangout, Slack, Whatsapp, etc are NOT covered under our SLA’s. These mediums may be used temporarily on a case to case project basis for better understanding, communication and initial on-boarding but cannot replace our support portal https://support.serverguy.com.
- The technical team is NOT 24×7 available on these mediums and we strongly advise you to follow the escalation matrix to ensure timely responses and resolutions.
- The client must be able to verify their account. Support will not discuss account details until verification is obtained. Verification can be completed by referencing an open ticket number or by correctly answering a few questions about your account.
Escalation Matrix
Levels
Level 1
Level 2
Level 3
Level 4
Level 5
Priority 1
https://support.zenocloud.io or email at [email protected] with a description of the issue
Priority 2
Priority 3
Priority 4
Level 1
> 15 min
Open a ticket at
https://support.zenocloud.io or email at [email protected] with a description of the issue
Level 2
> 1 hour
Call on centralised support number +91-9852704704 (India) or +1714245683 (US) Extn:2
Level 3
> 2 hour
Mr. Aditya Verma
(Project Manager)
Email: [email protected]
Phone: 91-9988178799
Level 4
> 4 hour
Mr. Achir Saxena
(Growth & Operation Officer)
Email: [email protected]
Phone: 91-84473 12670
Level 5
> 4 hour
Mr. Arun Bansal
(CEO)
Email: [email protected]
Phone: 91-9899464385
Level 1
> 30 min
Open a ticket at
https://support.zenocloud.io or email at [email protected] with a description of the issue
Level 2
> 4 Hour
Call on centralised support number +91-9852704704 (India) or +1714245683 (US) Extn:2
Level 3
> 8 Hour
Mr. Aditya Verma
(Project Manager)
Email: [email protected]
Phone: 91-9988178799
Level 4
> 12 Hour
Mr. Achir Saxena
(Growth & Operation Officer)
Email: [email protected]
Phone: 91-84473 12670
Level 5
> 12 Hour
Mr. Arun Bansal
(CEO)
Email: [email protected]
Phone: 91-9899464385
Level 1
> 30 min
Open a ticket at
https://support.zenocloud.io or email at [email protected] with a description of the issue
Level 2
> 1 Hour
Call on centralised support number +91-9852704704 (India) or +1714245683 (US) Extn:2
Level 3
> 2 Hour
Mr. Aditya Verma
(Project Manager)
Email: [email protected]
Phone: 91-9988178799
Level 4
> 3 Hour
Mr. Achir Saxena
(Growth & Operation Officer)
Email: [email protected]
Phone: 91-84473 12670
Level 5
> 4 Hour
Mr. Arun Bansal
(CEO)
Email: [email protected]
Phone: 91-9899464385
Level 1
> 1 hour
Open a ticket at
https://support.zenocloud.io or email at [email protected] with a description of the issue
Level 2
> 12 Hour
Call on centralised support number +91-9852704704 (India) or +1714245683 (US) Extn:2
Level 3
> 24 Hour
Mr. Aditya Verma
(Project Manager)
Email: [email protected]
Phone: 91-9988178799
Level 4
> 36 Hour
Mr. Achir Saxena
(Growth & Operation Officer)
Email: [email protected]
Phone: 91-84473 12670
Level 5
> 36 Hour
Mr. Arun Bansal
(CEO)
Email: [email protected]
Phone: 91-9899464385
