# 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. :::caution 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. :::warning 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.