iZeno offers Managed Services for Amazon Web Services (AWS), Google Cloud Platform (GCP), Red Hat Solutions (JBoss, Ansible and Red Hat Openshift), Atlassian (Jira, Confluences, Bitbuckets and add-ons) and SugarCRM across Singapore, Malaysia, Thailand and Indonesia . We focus on helping Enterprises in achieving the outcomes that they need to met Service Level and compliance requirements.
We save time for your team by helping you to move faster and focus on your core business.
To learn more about how iZeno Support helps customers achieve their objectives with iZeno, please contact iZeno at marketing@izeno.com.
Support Plans
Three different levels of support to help you meet the needs of your specific business focus.
| Standard | Premium | Enterprise | |
|---|---|---|---|
| Ticketing System | |||
| Service Desk Portal | |||
| Email Support (Business Hours) | |||
| Email & Phone Support (24 x 7) | |||
| Dedicated Support Hotline | |||
| TAM ( Technical Account Manager) | |||
| Monthly Status Review Meeting | |||
| Report | Quarterly | Monthly | Monthly |
Still not sure which option is right for you? Contact us to know more about our support levels and choosing the right fit.
Standard SLA
| Severity Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Severity 1 (S1) | Major business Impact • Problem that causes complete loss of service to the production environment and work unable to reasonably continue. • Workarounds to provide the same functionality are not possible and unable to be found in time to minimize the impact on the customer's business. • Users are unable to access the system/applications. • Critical functionality is unavailable. • Integrity of the systems affected. | 1 Hour | 4 Hours |
| Severity 2 (S2) | Significant business impact • Processing can proceed. • Defect or Bugs can affect the major function of the system. • Performance is significantly reduced. • No immediate workaround is available, however, operations can continue in a restricted fashion. | 2 Hours | 8 Hours |
| Severity 3 (S3) | Moderate business impact • Processing can proceed but performance is significantly reduced. • The operation of the system is considered severely limited. • No immediate workaround is available, however, operations can continue in a restricted fashion. | 4 Hours | Within 24 Hours |
| Severity 4 (S4) | Low business impact • Problem that causes no loss of service and in no way impedes the use of the system • Unable to perform a portion of the work • Still able to complete all tasks without much delay | Within 24 Hours | Within 48 Hours |
Support Workflow
