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 |
| ARP | No | Subject To Contract | Subject To Contract | Subject To Contract |
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 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. We will also assist you in integrating third party products and provide advice on how to ensure that your systems will cope faultlessly, with the increased demand as your business expands.
From time to time, critical problems may occur that prevent you from offering clients your normal level of service. 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 UK time excluding UK public holidays).
Standard Support and Maintenance also provides access to all product upgrades, major and minor.
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
The Premium Support and Maintenance package provides high-availability support for customers with business-critical projects. This package delivers extended and prioritized support services such as faster response times, and priority escalation handling. You will receive 24 hour telephone hotline coverage for your staff, with contacts to the Rapid Response Team.
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).
Support in emergency situations is provided through our 24x7 telephone hotline, which eliminates after-hours restrictions for the highest severity issues.
For Premium Support and Maintenance customers, we heighten response times to accelerate your return to full functionality. Case priorities are assigned based on problem urgency and the impact on your business.
Multiple contacts give you the flexibility to distribute access to Zeus technical support engineers as necessary. 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 there is Enterprise Support. This package offers a wide range of personalized support options, including dedicated account management services, on-site support 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.
Advanced Replacement Services (ARP)
In addition to Standard and Premium Level Support, Zeus offers an Advanced Replacement Service (ARP).
ARP is available as an additional purchased component for both Standard and Premium support contracts.
ARP is subject to the following conditions of use:
- Requests received during normal UK Business Hours (between 08:00hr and 14:00hrs GMT for UK/European customers and between 08:00hrs and 14:00hrs EDT for US customers) will be despatched the same day for Next Business Day delivery service
- Calls placed outside of these hours will be processed on the Next Available Business Day. Next Business Day offering may vary by geography.
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