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.<\/p>\n
Through case management<\/a>, users can track and review existing tickets, as well as open new tickets. Additionally, full access to existing knowledge base articles<\/a> is provided. The Zerto Support Team continues to add content to the knowledge base, documenting their experiences to provide you with best practices.<\/p>\n Zerto Support tickets are categorized according to \u201cseverity,\u201d 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.<\/p>\n Case prioritization is based upon several criteria including case severity, case creation timeline, business impact, customer\u2019s 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.<\/p>\n Severity 1:<\/strong> 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.<\/p>\n Examples:<\/p>\n \u2022 Failed failover live Examples:<\/p>\n \u2022 Failed failover test Examples: Severity 4:<\/strong> All queries about product functionality, when ZVR is not impacted, should be directed to the myZerto Community Support Forum<\/a>.<\/p>\n Examples: For details on escalating a case with Zerto Support, please review the following knowledge base article: https:\/\/www.zrto-dev.com\/myzerto\/knowledge-base\/myzerto-case-escalation\/<\/a>.<\/p>\n 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.<\/p>\nZerto Maintenance and Support Contract Options:<\/h5>\n
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\n \nSupport Feature<\/th>\n Standard Support Option<\/th>\n Premium Support Option<\/th>\n<\/tr>\n<\/thead>\n \n Zerto Support Hours<\/td>\n Zerto Support defines a business day as any day that falls on or between Monday through Friday from 9am to 5pm (customer\u2019s 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.<\/td>\n 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.<\/td>\n<\/tr>\n \n Initial Response Time<\/td>\n \u2022 Severity 1: 4 hours
\n\u2022 Severity 2: 1 business day
\n\u2022 Severity 3: 3 business days
\n\u2022 Severity 4: 5 business days<\/td>\n\u2022 Severity 1: 1 hour
\n\u2022 Severity 2: 5 hours
\n\u2022 Severity 3: 1 business day
\n\u2022 Severity 4: 3 business days<\/td>\n<\/tr>\n\n Remote Support<\/td>\n Included<\/td>\n Included<\/td>\n<\/tr>\n \n Self-service Portal<\/td>\n Included<\/td>\n Included<\/td>\n<\/tr>\n \n Event Summary<\/td>\n Included<\/td>\n Included<\/td>\n<\/tr>\n \n Product Updates and Service Packs<\/td>\n Included<\/td>\n Included<\/td>\n<\/tr>\n \n 24×7 access to support tools including
\nknowledgebase, forums and software updates<\/td>\nIncluded<\/td>\n Included<\/td>\n<\/tr>\n \n Support Requests<\/td>\n Unlimited<\/td>\n Unlimited<\/td>\n<\/tr>\n \n Priority Queuing<\/td>\n No<\/td>\n Yes<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n Severity\u00a0Definitions:<\/h5>\n
\n\u2022 ZVR is unusable
\n\u2022 Active blue\/purple screen of death (BSOD\/PSOD)
\n\u2022 Issue requiring 24×7 focus by Zerto Support and customer<\/p>\n
\nSeverity 2:<\/strong> 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.<\/p>\n
\n\u2022 Site disconnections
\n\u2022 Cannot add VM to VPG
\n\u2022 Create\/edit VPG failure
\n\u2022 VRA out of memory
\n\u2022 New install of ZVR fails<\/p>\n
\nSeverity 3:<\/strong> A mild, non-critical impact. A limited condition is occurring, however, it can be readily circumvented with a workaround.<\/p>\n
\n\u2022 ZVR issues in a test environment
\n\u2022 Issue has been resolved but root cause not yet identified<\/p>\n
\n\u2022 Inquiry regarding a routine technical issue
\n\u2022 Information requested on product capabilities<\/p>\nCase Escalation Guidelines:<\/h5>\n
Email the Zerto Support Team:<\/h5>\n