Software technical support

Overview

Support is included in the licensing fees for ZAIDYN applications and the supported products listed on this page. To review the terms of our support, find our contact information or see the list of supported products, please read the information below.

Client responsibility

When you license our software, we’ll ask you to name one or more designated contacts from your organization. These individuals will liaise with ZS as we address your software support issues for the ZAIDYN products listed below (see “Supported products”).

If your organization licenses multiple ZS software products, we’ll ask you to designate one global primary contact from your organization. This individual will serve as our sole point of contact in the event that one issue affects multiple sites.

Your designated contact should be proficient in English and have the requisite knowledge and skills to work with ZS toward explanation, duplication, diagnosis and remediation of any reported issues. All ZS technical support is provided in English.

Contact us

Phone

• U.S.: +1 224-267-4242
• Other location: +44 207-915-4550

Email

• support@zs.com

Responsiveness

We’re committed to providing our clients with seamless access to our hosted systems and quick responses to any issues that arise.

To address each case efficiently, our response times are determined by the severity of the issue at hand. When initiating ZS support, please communicate the severity of the issue so we can respond appropriately.

In the table below, the initial response time refers to the amount of time in which ZS aims to acknowledge receipt of a support issue. The table reflects our anticipated response time but doesn’t provide a guaranteed level of service. Any applicable service level agreements will be set forth in your software license agreement and schedules.

If you believe the severity of your issue aligns with level one in the table below, your designated contact must contact ZS by phone. To request a change in the designated severity of an issue, you can follow our escalation process outlined in the following section.

Severity Level: 1
Description: A critical problem occurs that requires immediate attention. No obvious workaround is immediately available.
Initial Response Time: 2 business hours

Severity Level: 2
Description: A serious impairment of the core system functionality arises and there’s no obvious workaround immediately available. The system is operational, but your use is materially restricted.
Initial Response Time: 4 business hours

Severity Level: 3
Description: Moderate problems occur within the system but the majority of functions are still usable. A workaround solution exists, and the issue doesn’t prevent you from using the system.
Initial Response Time: 2 business days

Severity Level: 4
Description: Problems arise that have a minor impact on your use of the system.
Initial Response Time: 3 business days

Escalation

If there’s a change in the business impact of a support issue, you may report the change and ask ZS to update the severity level. If you aren’t satisfied with ZS’s software technical support for any reason, you may escalate the matter to management within ZS. To facilitate the resolution of an escalated service request, we’ll ask you to provide a senior contact from your organization who will become the new point of contact for the escalated support issue.

Additional information

Refer to your software license agreement and schedules for more information and details.

System availability

ZS is committed to ensuring its production environment is available 99.5% of the time, not including planned downtime.

Planned downtime (system maintenance and scheduled downtime) is proactively managed to minimize any impact on clients.

System maintenance windows

To minimize any impact on clients, ZS strives to carry out all maintenance and updates during the system maintenance windows listed below:

• Monday through Thursday between 10 a.m. and 11 p.m. (U.S. CT)
• Friday through Sunday between 9 a.m. on Friday and 9 p.m. on Sunday (U.S. CT)

Scheduled downtime

At times, either ZS or the third-party vendors upon which we depend will need to conduct maintenance outside of our system maintenance windows. You may contact support@zs.com to ask ZS’s technical support team to send direct notice of any unplanned or unscheduled downtime. Otherwise, your ZS client team will notify you of any unplanned or unscheduled downtime.