Software Support | ZS

Software

Support


ZS Associates employs a dedicated team of software technical support professionals to support clients who license our Javelin™ products. Software technical support is included in the license fees for the products listed on the Supported Applications tab, with the terms outlined on this website.

Please note: all ZS Technical Support is provided in English.

Client Responsibility

When you license our software, you will be asked to name one or more Designated Contacts from your organization to act as liaison to ZS Associates for all software support issues for the products listed on the Supported Apps tab. If a user cannot resolve the issue without assistance, then the Designated Contact(s) may contact ZS software technical support. Your license schedule will specify the maximum number of Designated Contacts.

If your organization licenses multiple ZS software products, you will be asked to designate one Global Primary Contact from your organization; that individual will be ZS’ sole point of contact in the event of an issue affecting multiple sites.

Client contacts should be proficient in English and have the requisite knowledge and skills to work with ZS Associates toward explanation, duplication, diagnosis, and remediation of any reported issue.

Online

Submit a request

Phone

U.S.: 877-393-9775
India: 000-800-100-3930
Other locations: +80-00-607-8888

Email

support@zs.com


The ZS Associates Software Technical Support team is committed to supporting the following Javelin™ applications:

  • Javelin™ Alignment Manager
  • Javelin™ Call Plan Manager
  • Javelin™ Communication Manager
  • Javelin™ Data Manager
  • Javelin™ Field Hub
  • Javelin™ Incentive Manager
  • Javelin™ Quota Designer
  • Javelin™ Quota Refiner
  • Javelin™ Sales Compensation Reports
  • Javelin™ Territory Designer

The following ZS software solutions are also supported:

  • Customer-specific solutions built with Javelin™ Application Catalyst
  • ZS™ Orchestration Engine
  • REVO™ Data Catalog
  • REVO™ Analytics Workbench

 


There are two tiers of software technical support. Issues that cannot be promptly resolved by Tier 1 support will be escalated to Tier 2 support for further investigation and analysis.  Availability of our support staff differs by support tier, as explained below.



 

Tier 1 Support

Always available, 24 hours per day, 7 days per week.



Tier 1 technical support professionals can reset passwords, log and escalate support  tickets and add details to existing tickets.

 


 

Tier 2 Support

Available Monday - Friday (except ZS holidays in the US or India) 18 hours per day, 5 days per week, from 12:01 am – 6:00 pm US Central Time.

Tier 2 technical support professionals have specialized expertise in specific products and resolve more complex support issues. 

 

ZS Associates is committed to hosted system availability and support responsiveness.

Response times vary depending on the severity of each support issue. The Escalation section, below, describes the process by which a client may request that the designated severity level of an issue be changed.

The Initial Response Time for each case is determined by the Severity Levels outlined below. Initial Response Time is the amount of time in which ZS Associates strives to acknowledge receipt of a support issue. The chart below outlines our policies but is not a legal guarantee. Check your software license agreement and schedule(s) for a more detailed, and legally binding service level agreement.

If a client believes that they have a Severity Level 1 issue, a Designated Contact from the client must contact ZS Associates by phone.

 

Severity Level

 Description

Initial Response Time

 1

Critical problems that require immediate attention and there is no obvious workaround immediately available.

2 Business Hours

 2

Serious impairment of core system functionality with no obvious workaround immediately available. The system is operational but the client’s use is materially restricted.

4 Business Hours

 3

Moderate problems that occur within the system but the majority of functions are still usable.  A work around solution exists and the issue does not prevent the client from using the system.

2 Business Days

 4

Minor impact problems regarding the use of the system

3 Business Days


Escalation

If the business impact of a support issue changes, clients may report the change and ask ZS to consider a Severity Level change. If clients are not satisfied with ZS software technical support for any reason, they may escalate a matter to management within ZS Associates. To facilitate the resolution of an escalated service request, clients will be asked to provide a senior contact from their organization, who will become the new client contact for the escalated support matter.

Your Agreement

Refer to your software license agreement and schedule(s) for more details.

ZS is committed to ensuring the software in our Production environment will be available 99.5% of the time, not including planned downtime.

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

System Maintenance Windows

ZS will make best efforts to carry out all maintenance and updates during the below system maintenance windows, to minimize the impact to clients:

  • Monday – Thursday: 10pm – 11 pm US Central Time
  • Friday – Sunday: 9pm Friday – 9pm Sunday US Central Time

Scheduled Downtime

At times, ZS may need to conduct maintenance outside the System Maintenance Windows, or third party vendors, that we depend upon, may conduct maintenance that impacts Javelin systems at unanticipated times. ZS Client Teams, working closely with clients, are notified by ZS Technical Support regarding the downtime. On an opt-in basis, ZS clients (or the IT departments that support them) can be directly informed of downtime by our Technical Support team (rather than wait to be notified by their ZS Client Team). To request these notifications, please contact support@zs.com.