ZAP Data Hub – support plans
At ZAP, we want to ensure the success of your investment in our technology. Our support services are SLA-based and customized to meet your requirements. Our support agents are highly trained in ZAP’s software and problem analysis, and follow a proven, structured approach to problem-solving. We always aim to operate as an extension of your own team.
|Issue/Priority||Business impact||Target response time*||Target resolution time*|
|Urgent (SaaS outage)||ZAP Data Hub SaaS is completely inoperable or completely inaccessible.||Two hours, 24/7||Four hours, 24/7|
|Urgent||Completely inoperable or completely inaccessible. All users or model processing is affected.||Four hours||Eight hours|
|High||Severely impacted performance, functionality, or data accuracy. Majority of users or models affected||Eight hours||Three days|
|Normal||Impacted performance, functionality or data accuracy. Minority of users or models affected||One day||Five days|
|Low||Minimally impacted performance, functionality data accuracy. Minority of users or models affected. Also, “how-to”-type questions.||Two days||10 days|
* Business hours or days, except where noted otherwise. Time waiting on customer and/or partner responses not included. Business hours definitions as follows. Americas: 9am to 5pm -4UTC. Europe, Middle East, and Africa: 10am to 6pm UTC. Asia Pacific: 9am to 5pm +10UTC.
Download our full support policy for more info.
ZAP support gives you access to
|Downloads||Product news||Knowledge base||The forum|
|Download documents to read in your own time||Keeping you up-to-date on product updates, new features and future direction||Access learning materials to improve your ZAP knowledge and skills||Discuss best practice and share tips with the ZAP user community|