Support Policy

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Overview

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.

Support Online Resources

ZERTO FORUMS

Get help, exchange information and tips with other Zerto customers. The forums are organized by categories to make it easier to find topics of interest.

Visit Forums

Knowledge Base

Browse How-to and Troubleshooting articles to help you find solutions to common problems and questions.

Visit Knowledge Base

TECHNICAL DOCUMENTATION

Check out the documentation related to your product, environment, and about getting started, configuring and using your product.

Search Documentation

MYZERTO CUSTOMER PORTAL

Open and manage a case
Get Product downloads
Manage licenses & Service contracts
Manage users and permissions
Access Zerto Analytics
Access Zerto Training

Access myZerto

Zerto Support Options

There are two support options offered to customers: Standard and Premium

Zerto Support Business 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).

Support Feature	Standard	Premium
Product Updates and Service Packs
Support Requests	Unlimited	Unlimited
Remote Support
Priority Queueing
Worked Outside of Standard Business Hours*	Severity 1 cases**	Severity 1 & 2 cases**

*: As long as next steps and expectations are agreed upon between the customer and Zerto Support.

**: For severity definitions and SLAs click here (anchor to the right section on that page)

Case Severity Definitions and SLAs

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.

Severity 4

All queries about product functionality, when ZVR is not impacted.

Examples:

Inquiry regarding a routine technical issue
Information requested on product capabilities

Standard SLA - 5 business days

Premium SLA - 3 business days

Severity 3

A mild, non-critical impact. A limited condition is occurring, however, it can be readily circumvented with a workaround.

Examples:

Zerto replication issues in a test environment
Issue has been resolved but root cause not yet identified

Standard SLA - 3 business days

Premium SLA - 1 business days

Severity 2

A partial failure or degradation where Zerto replication 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 Zerto fails

Standard SLA - 1 business day

Premium SLA - 5 hours

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

• Zerto is unusable

• Active blue/purple screen of death (BSOD/PSOD)

• Issue requiring 24×7 focus by Zerto Support and customer

Standard SLA - 4 hours

Premium SLA - 1 hour

Case Prioritization & Escalation

Case prioritization:

It 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.

Case escalation:

For details on escalating a case with Zerto Support, please review the following knowledge base article here:

If you have any issues submitting an escalation or are having other escalation issues, please contact the Zerto Support line.

Case Management

Cases can be opened via myZerto or directly from the Zerto User Interface. Then, they are managed through the portal or via email.

Opening a case via myZerto portal

It will be required to provide details relevant to your case regarding your environment and issue you are experiencing and choose a severity that will determine the SLA of the case.

Learn More

Opening a case via Zerto UI

Creating a support case in the Zerto UI simplifies the submission process since much of the information that is required when entering a case using the Zerto Support Portal, such as the version and build numbers, is automatically added to the case when it is submitted via the Zerto User Interface.

Learn More