Support Packages

Zeus Customer Support Team is dedicated to ensuring your organization maximizes its productivity with Zeus software and appliances. With experience based upon thousands of Zeus deployments, our expert team will ensure rapid problem resolution and timely responses to all enquiries.

Support and Maintenance Offerings

	Evaluator	Standard	Premium	Enterprise
Email Access	Yes	Yes	Yes	Yes
Telephone Access	No	Critical Queries*	Yes	Yes
Priority Response	No	No	Yes	Yes
24x7 support	No	No	Yes	Yes
Software subscription	No	Yes	Yes	Yes
Named Contacts	1	2	2 to 6	Unlimited

 *During normal standard support hours

Support contact details are only provided to valid contract holders

---

Evaluator Support

Our Evaluator Support package gives unlimited email access to the Zeus Technical Support team, to both potential and new customers for the duration of their evaluation.

We offer rapid and accurate advice for any questions or problems that customers may encounter. Although not restricted, queries generally cover installation, migration and/or compatibility issues.

---

Standard Support and Maintenance

• Unlimited Email Support
• Telephone Support for critical queries (normal support hours only)
• Access to all product (major and minor) upgrades
• Up to 2 named contacts

Our Standard Support and Maintenance package provides unlimited email access to our team of technical support engineers. These engineers are able to answer any questions you might have about installing, configuring and maintaining Zeus software.

Customers with the Standard Support and Maintenance package can obtain immediate telephone support for critical queries during our normal support hours (0800 to 2400 Monday-Friday GMT excluding UK public holidays).

---

Premium Support and Maintenance

• Unlimited email support
• Unlimited telephone support during normal support hours
• Priority response times
• 24x7 telephone access for critical queries
• Access to all product upgrades
• 2 to 6 named contacts

Premium Support and Maintenance extends the unlimited email support to include unlimited telephone support during our normal support hours (0800 to 2400 Monday-Friday UK time excluding UK public holidays).

Critical issues outside these hours must be placed via our 24x7 telephone hotline, which eliminates after-hours restrictions for the highest severity issues. Critical issues outside of normal busines hour, placed via email will be actioned on our next working day as per our standard Terms of Service.

The Premium package allows you to allocate up to six people to contact Zeus Customer Support.

As in the other support packages, Premium Support and Maintenance also provides access to all product upgrades, major and minor.

---

Enterprise Support

For those customers with special requirements we can offer a custom Enterprise Support package. This package offers a wide range of personalized support options, including dedicated account management services, unlimited support contacts and more. We customize and price our Enterprise Support package according to your precise requirements. Please contact us at sales@zeus.com for further details.

 

---

Support Renewal

To ensure that you are still able to access Zeus support services (Standard, Premium or Enterprise) and maintain access to major and minor software releases, Zeus or one of its partners will contact you 2 months prior to the expiry of your support package to arrange your renewal. If you need to check when your renewal is due or have any questions regarding support options please contact us at sales@zeus.com.