Zmags Support Policies

Service Level Agreements

Our goal is to make your subscription service available 24 hours a day, 7 days a week. Zmags utilizes the industry leading Amazon Web Services cloud storage and Akamai content delivery network and strives to achieve no less than 99.9% uptime for all content. Zmags is not responsible for force majeure or other events outside of our control.

Platform maintenance, that requires the backend to be unavailable, is executed very rarely and is conducted at times when platform usage is at its lowest. Any downtime is communicated in advance to give customers at least two weeks' notice. Maintenance will impact access to the platform only and not impact any online content.

A customer's Master Subscription Agreement (MSA) will govern all SLAs and supersedes this page.

Support Packages

All-in • Account Management
• 90 Day New Users Onboarding Program
• Technical Support (Phone, Email & Live Chat)
• Online knowledge base and tutorials
• Live Training Webinars
Enterprise • All-in Support Package
• 24/7 365 Critical Support*
• 2nd Level Technical Support
• 365 Day New User Onboarding
• Dedicated 1:1 Training & Consultancy

 

*To ensure you are covered every step of the way we offer 24-7- 365 mission critical support. This provides access to an on call number that connects directly with a Support Agent.

Standard Support Opening Hours:

North America
+1 855 965 1827
3:00am - 8:00pm (EST)
Mon-Fri

United Kingdom
+44 (0)800 808 5613
08:00am - 01:00am (GMT)
Mon-Fri

Scandinavia
+45 69 91 27 57
09:00am - 02:00am (CMT)
Mon-Fri


 

Zmags Support Includes

  1. Assistance and guidance with respect to the use of the Services including
    1. Clarification of functions and features
    2. Provision of relevant helpful documentation
    3. Guidance in using and utilizing Zmags Platforms
  2. Assistance with Platform problems, questions or queries
  3. Error verification, analysis and correction
  4. Recognition, reporting and communication with regards to any Platform deficiency
  5. Timely communication related to Zmags Services


Contacting Zmags Support

A request for Zmags Support is available via phone, e-mail, online chat or form request.

All Customer engagements are logged with a Support Ticket. The severity of each ticket is assessed upon receipt with reasonable commercial effort to reply to all tickets within 4 business hours.

Email: support@zmags.com
Publicator Knowledgebase: http://community.zmags.com/
Creator Knowledgebase (log-in required): https://creatorcommunity.zmags.com

Response Process

Once a support ticket is received, it is worked to provide (a) the requested clarification to a fix or (b) provision of a workaround to satisfy your needs. Support responses will come via e-mail unless requested otherwise.

In the unusual event that Zmags is not working as designed, a bug will be registered and the ticket will be updated until a fix is deployed. If the requested functionality is currently not available, then your request will be documented and relayed to the product team.

Issue Scope Commitment
Severity 1 Recognition Time Within 2 Business Hours
  Resolution Time 1 Business day or all available resources and continuous best efforts 24/7 until resolved
Severity 2 Recognition Time Within 4 Zmags Business Hours
  Resolution Time Full time resource assigned within business hours until fix with a target to fix within 3 business days
Severity 3 Recognition Time Within 8 Zmags Business Hours
  Resolution Time Best Business Effort

 

Error Classifications are defined as follows:

A Severity 1 issue can be defined as an outage that renders the Zmags platform unavailable or redundant, and may impact a high percentage of clients.

A Severity 2 issue can be defined as a functional error that prevents the Zmags platform from performing a major function. Such issues may not have a material impact on a customer's business but will carry significant urgency.

A Severity 3 represents the majority of all other issues. These issues have a reduced impact to the business and are dealt with less urgency. Such an issue might be a request for information, a feature update or a request for increased education to better use the product.

*a Critical Support number is available to clients with the required Support Package