Zerto solutions deliver enterprise-class support features that are built into all of our products. These features include real time alerts when RPO/RTO targets are not being met, network degradation alarms and reminders to check configurations and Virtual Protection Groups. Zerto solutions are also backed by global support centers that provide on-demand access to an expert team of support engineers.
Through case management, users can track and review existing tickets, as well as open new tickets. Additionally, full access to existing knowledge base articles is provided. The Zerto Support Team continues to add content to the knowledge base, documenting their experiences to provide you with best practices.
Zerto Maintenance and Support Contract Options:
| Support Feature | Standard Support Option | Premium Support Option |
|---|---|---|
| Zerto Support Hours | Zerto Support defines a business day as any day that falls on or between Monday through Friday from 9am to 5pm (customer’s local time). For our Standard Support option, Severity 1 cases will continue to be worked on outside of our standard business hours, as long as next steps and expectations are agreed upon between the customer and Zerto Support. | Zerto Support defines a business day as any day that falls on or between Monday through Friday from 9am to 5pm. For our Premium Support option, Severity 1 and Severity 2 cases will continue to be worked on outside of our standard business hours, as long as next steps and expectations are agreed upon between the customer and Zerto Support. |
| Initial Response Time | • Severity 1: 4 hours • Severity 2: 1 business day • Severity 3: 3 business days • Severity 4: 5 business days |
• Severity 1: 1 hour • Severity 2: 5 hours • Severity 3: 1 business day • Severity 4: 3 business days |
| Remote Support | Included | Included |
| Self-service Portal | Included | Included |
| Event Summary | Included | Included |
| Product Updates and Service Packs | Included | Included |
| 24×7 access to support tools including knowledgebase, forums and software updates |
Included | Included |
| Support Requests | Unlimited | Unlimited |
| Priority Queuing | No | Yes |
Severity Definitions:
Zerto Support tickets are categorized according to “severity,” which considers the overall impact the customer is experiencing. The support ticket severity should be based on the guidelines of the Case Severity Definitions provided below. Since it is not possible to define every possible technical situation or impact, these definitions are intended to serve as guidelines.
Case prioritization is based upon several criteria including case severity, case creation timeline, business impact, customer’s contract, etc. When choosing a severity for a new ticket, please include the detailed symptom and problem description along with any other pertinent details that may influence case prioritization. Failure to supply critical information may result in delay of service.
Severity 1: A severe problem or degradation preventing replication from an existing production environment. Replication is down. Business cannot be conducted, and productivity is severely impacted. Unable to recover or migrate an application and no workaround is available. Production environment is impacted or unavailable.
Examples:
• Failed failover live
• ZVR is unusable
• Active blue/purple screen of death (BSOD/PSOD)
• Issue requiring 24×7 focus by Zerto Support and customer
Severity 2: A partial failure or degradation where ZVR is not at full strength, but replication is available. Productivity is partially impacted. Recovery is possible, however, RPO or RTO is not meeting SLA.
Examples:
• Failed failover test
• Site disconnections
• Cannot add VM to VPG
• Create/edit VPG failure
• VRA out of memory
• New install of ZVR fails
Severity 3: A mild, non-critical impact. A limited condition is occurring, however, it can be readily circumvented with a workaround.
Examples:
• ZVR issues in a test environment
• Issue has been resolved but root cause not yet identified
Severity 4: All queries about product functionality, when ZVR is not impacted.
Examples:
• Inquiry regarding a routine technical issue
• Information requested on product capabilities
Case Escalation Guidelines:
For details on escalating a case with Zerto Support, please review the following knowledge base article: https://www.zerto.com/myzerto/knowledge-base/myzerto-case-escalation/.
If you have any issues submitting an escalation or are having other escalation issues, please contact the Zerto Support line at one of the numbers below.
Email the Zerto Support Team:
Call the Zerto Support Line:
| Country | Support Contact |
|---|---|
| Australia | +61-1800-466-227 |
| Canada | +1-866-271-3145 |
| China | +86-400-120-8535 |
| Country | Support Contact |
|---|---|
| Germany | +49 800 184 4995 |
| United Kingdom | +44-800-088-5495 |
| United States | +1-866-271-3145 |
* Below numbers are only available locally.
China +10-800-713-1114(N)
China +10-800-130-1074(S)
Germany +0800-184-4995
Indonesia +001-803-015-203-9790
Taiwan +00801-14-7242
South Korea +003-0813-1992
India +000-800-100-4056
Japan +0800-111-9335
Hong Kong +800-905-393
Singapore +800-492-2306
Note: Calls may be recorded for quality assurance purposes.
For additional information on Zerto, our products and support, please go to www.zerto.com or contact your regional account manager.