Web Support and Maintenance Terms

Support Org Structure

  • Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. 
  • Bug fixes to bring the Service into substantial conformance with its then-current user guide
  • Response time in accordance with the chart below. 
  • Resolution Process for Issues of Severity Levels 1 and 2:
    1. Trouble Ticket opened.
    2. Assign engineer to determine and correct the error.
    3. Periodic reports on the status of the correction.
    4. Initiate work to correct the error.
    5. Notify affected users of error fix. 
  • Scheduled Outages are usually scheduled during weekly on Tuesday at 9pm PT and customers are usually notified via http://status.zenput.com/.
Has Background

Response Time