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Updated support page (#248)
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* Updated support page

* updated support page
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@ntotten
ntotten authored Oct 23, 2023
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---
title: Support Plans
title: Support
---

Zuplo offers the following support plans:
Zuplo offers a variety of support options tailored toward particular uses of the
API. The following features are provided with every support plan:

| Support Offer | Available to |
| ------------------ | ------------------------------------------------------------------------------ |
| Community Support | All customers |
| Standard Support | Customers with any paid subscription plan or those in the initial trial period |
| Priority Support | Customers with a priority support plan |
| Enterprise Support | Customers with an enterprise 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 requests, 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.

## Trial subscriptions
## Support Plans

New Zuplo customers receive Standard Support during the trial period (customers
may check on how many trial days they have left by logging into the portal).
Zuplo offers the following support plans:

At the end of the trial period, customers who have not opted to purchase a paid
subscription can use the Zuplo Community for assistance.
| 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
### Community support

Customers with Zuplo's free subscription plan can seek support through the Zuplo
Community. Response times may vary and are not guaranteed.

## Standard support
### Standard support

Customers with a paid Zuplo subscription plan receive Standard Support which
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)

## Priority Support
### Premium support

Customers with a Priority support plan receive support time from 8am to 8pm US
Eastern time (UTC−05:00), quicker response times, and access to the Customer
Success team.
Customers on a Zuplo enterprise plan can choose from premium support offerings
that include specific SLAs for response time as well as additional means of
contact such as a private Slack channel.

## Enterprise Support
As part of premium support, Zuplo can also offer:

Various support terms are available for enterprise plans. Zuplo offers up to
24/7 support with SLAs on response times. For specific terms please reach out to
our sales team.
- Assistance migrating or onboarding to Zuplo
- Guidance implementing custom policies
- Advice on best-practices designing your Zuplo API
- Troubleshooting

### Plan features
## Contact Methods

Your sales order indicates whether you are subscribed to the Standard, Priority,
or Enterprise support.
Zuplo offers multiple methods to contact support detailed below.

The following features are provided with every support plan:
The following table describes the different contact methods available for each
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 requests, 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 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 |

The following table describes feature differences of each Zuplo support plan:
For customers with an enterprise contract, your sales contract will indicate the
specifics of your premium support offering.

| Support Feature | Community | Standard | Priority | Enterprise |
| ----------------------------- | --------- | ----------- | --------------------------------------- | ---------- |
| Response Times | N/A | Best Effort | (8am to 8pm US Eastern time (UTC−05:00) | 24/7[1] |
| Community Support | Yes | Yes | Yes | Yes |
| Email Support | No | Yes | Yes | Yes |
| Private Discord/Slack Channel | No | No | Yes | Yes |
| Phone Support | No | No | Yes | Yes |
### Community Support

[1] Enterprise support terms are customizable based on each contract. Zuplo
offers up to 24/7 support with customizable response SLAs.
Every customer may join the Zuplo Discord forum and chat with other customers or
Zuplo employees.

## Email Support
### Email Support

For customers with email support, you can contact us at `[email protected]`.
Tickets will be responded to as quickly as possible and prioritized based on
your support offering.

## Private Discord/Slack Channel
### Private Discord/Slack Channel

Enterprise support contracts can chat directly with the Zuplo team in a private
Discord or Slack channel. These channels are useful for posting feature
Expand All @@ -100,11 +99,12 @@ phone support.

:::

## Phone Support
### Emergency Phone Support

Customers with priority phone support can call +1 833-681-6018 to open an urgent
support ticket. After dialing the number, you will need to enter your enterprise
support code. This is a five digit number that has been provided to you.
Customers with emergency phone support can call +1 833-681-6018 to open an
emergency support ticket. After dialing the number, you will need to enter your
enterprise support code. This is a five digit number that has been provided to
you.

After entering your support code a ticket will be opened and our on call support
team will reach out to you within a few minutes. We suggest you sign in to
Expand All @@ -116,3 +116,24 @@ Calling this number will alert our on call team at any hour. Please only use
this number for urgent, business critical issues.

:::

## 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 as explained below.

| Severity | | Premium (Bronze) | Premium (Silver) | Premium (Custom) |
| -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------- | ------------------ | ---------------- |
| Level 0 | Zuplo's services are down resulting in a critical and immediate impact on the Customer's production environment with 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 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 8:00am Eastern Time (UTC−05:00) to 8:00pm 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 analysis.

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