Support Policies

ZynBit will provide Support Services for paid subscribers in accordance with the Service Levels set forth in this Policy. Support Services are provided through email and chat for inbound incident reporting and inquiries and are tracked through the ZynBit case management system. For issues which require 2nd tier support ZynBit relies on automated error logging, screen share and voice systems. Issues which require engineering are escalated to 3rd tier support; development and tracked in the ZynBit application lifecycle management system for bug fix and hotfix release schedules.

ZynBit and our customers, at their mutual discretion, may engage the ZynBit services team for any custom requests, services or non-standard support requirements. See ZynBit Services here.

Self-Guided Support

The ZynBit knowledgebase and product training videos are designed to educate ZynBit administrators and users via self-guided, on-demand training.

1st Tier Support

  • Assistance navigating the ZynBit knowledgebase for training materials or configuration options
  • Assistance resolving errors, bugs or installation issues
  • Review of error logs
  • Resolution or escalation to 2nd Tier Support

2nd Tier Support

  • Screenshare and voice to reproduce errors
  • Review of error logs
  • Resolution or escalation to 3rd Tier Support

3rd Tier Support

  • Engineering review of error logs
  • Remote access to ZynBit integration end-points such as calendar or CRM system
  • Resolution or escalation to ZynBit application lifecycle management for hotfix resolution and release

ZynBit will respond to a Client’s Support Services request according to the support severity matrix below. Target Response Time is the time in which a customer may expect to hear from ZynBit and may include questions seeking to clarify the Incident or gather information regarding the cause of the Incident occurred.

For clarity, ZynBit training services, project management or product change requests are not covered under the support policy. See ZynBit Services for more information.

For clarity, ZynBit training services, project management or product change requests are not covered under the support policy.
See ZynBit Services for more information.

Third Party Product Support

ZynBit only supports third party software and features which have been generally released (i.e. Beta or Pre-Release features are not supported). Examples of third party software are Gmail, Outlook and Salesforce.
ZynBit will respond to a Client’s Support Services request according to the support severity matrix below.

Target Response Time is the time in which a customer may expect to hear from ZynBit and may include questions seeking to clarify the Incident or gather information regarding the cause of the Incident occurred.

ZynBit may be unable to begin resolving the Incident without the additional requested information. Target Response time does not mean the time by which an Incident is resolved.

In the course of analyzing an Incident, ZynBit may identify a possible workaround. For the purpose of this Policy, a “workaround” means an alternative method of using ZynBit which avoids the Incident or minimizes its effect, which does not result in substantial extra inconvenience or expense for Client, and does not result in any important reduction in the functionality ZynBit. In that case, Client will implement such workaround and ZynBit may, at its sole option, modify the priority or the initial time limit accordingly.

Client Obligations

When needed, Client will provide ZynBit’s personnel with relevant file, software and information (“Client Information”) required to investigate the potential cause of incident. Client understands and agrees that the completeness, accuracy of, and extent of Client Information will have an impact on ZynBit’s ability to provide the Support Services. Therefore, if accurate and detailed Client Information is not provided, ZynBit will notify Client the investigation is blocked and close the case until further information is provided. Client shall obtain all the relevant authorizations necessary to provide Client Information to ZynBit.

In some cases, Client may need to provide ZynBit remote access to Client systems along with Client information to determine if ZynBit or Client integration endpoints or subsystems may be the source of the problem.

In all cases where error logging does not definitely illuminate the problem, ZynBit and Client mutually agree to work together to visually reproduce the problem. If it is determined the problem cannot be visually reproduced on command, Client agrees a resolution may be blocked and ZynBit unable to resolve the issue.

Client agrees to maintain and update its 3rd party software and hardware to comply with ZynBit’s specifications. Minimum Specifications can be found here.

CHANGES TO POLICY. Subject to the Agreement, ZynBit reserves the right, at its discretion, to change the Policy and the policies within it at any time based on prevailing market practices and the evolution of ZynBit’s software products and services.

DISCLAIMER. THIS POLICY DEFINES A SERVICE ARRANGEMENT AND NOT A WARRANTY. THE SOFTWARE AND MATERIALS AND SERVICES RELATED THERETO ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE APPLICABLE AGREEMENT. THIS POLICY DOES NOT CHANGE OR SUPERSEDE ANY TERM OF ANY SUCH AGREEMENT. TO THE EXTENT THERE IS A CONFLICT BETWEEN A TRANSLATED VERSION OF THIS POLICY AND THIS ENGLISH VERSION, THE ENGLISH LANGUAGE VERSION WILL PREVAIL.

ZynBit also offers on line chat support from 8AM to 6PM Eastern time zone Monday through Friday excluding US holidays. Chat can be accessed through our website at www.zynbit.com/help or the ZynBit web portal at app.zynbit.com.

ZynBit Support Team Location & Availability

We are available 24 hours a day/7 days a week to respond to production down severity level (S0) support cases.

Regular support hours are 8am to 6pm US EST 5 days a week for all other severity level (S1, S2, S3) support cases. Support tickets can be filed anytime using help@zynbit.com. Please note, weekend support is only available for S0 support cases and response/resolution time is in US EST time zone.

SEVERITY OF SUPPORT CASE

Severity Level Description Target Response Time [US EST] Target Resolution Time [US EST]
S0: No Access to ZynBit ZynBit production environment is down for hundreds of your users. Example Issues: Can’t login or access ZynBit Same Business Day [24/7 Support Available] Same Business Day
S1: Major Issue Significant functionality is impaired for most users. Example issues: Login/authentication issues, Data uploads, Admin access is blocked 24 Hours [10/5 Support Available] 3 Business Days
S2: Normal Minor functionality is impaired. Example issues: Login/authentication issues affecting at least 1 user, Error messages, individual failure 24 Hours [10/5 Support Available] 5 Business Days

In the event extended hours services are requested, ZYNBIT will bill at the agreed upon hourly rate. After hours service is performed at ZynBit’s discretion.

Status of Support Case

Active

Support engineer assigned and working a case.

Waiting-for Customer

Action required by customer. Support is awaiting a response in order to continue troubleshooting or close the case as appropriate.

Resolved-Please Confirm

Action required by customer.

Referred to dev for action

Support has filed a case with engineering for a fix/enhancement into a ZynBit production release. Please note, "resolved" does not mean case closed. Customer will be notified of resolution when code change has been scheduled for a production release.

Closed

Support believes case is resolved. If customer does not respond to attempts to verify that the problem was resolved while in a Waiting For Customer status, a case may be closed after a period of time. Cases which are closed can be reopened it the problem reoccurs unexpectedly. All cases, including closed cases, are archived used to inform future troubleshooting or problem resolutions when appropriate.