Zmanda customer
support policy

Zmanda customer support policy PDF

Support ticket priority levels

When creating a support ticket, we kindly ask customers to carefully select the appropriate priority level that best reflects the urgency and impact of the issue at hand based on the below guidelines. Our support engineers will collaborate with you to ensure the chosen priority level aligns with the nature of your concern and will guide you through our P1 to P4 classifications. Please note that, to accommodate your unique business needs, you have the option to overwrite the initially assigned priority level if necessary. Our primary goal is to resolve your issues effectively while respecting your business operations and priorities.

Amanda Community users

We do not provide phone support for Community products. Email support is offered based on a best-effort basis, subject to staff availability.

The priority is assigned based on the Impact and Urgency of the tickets.

We provide premium support SLAs to our Trial customers during the evaluation period.

Urgency High Impact Medium Impact Low Impact
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P4
Priority Level Description
P1 Critical Impact

System backup failure, resulting in total loss of data protection (e.g., "Backup process
consistently fails, no successful backup for 48 hours").

P2 High Impact

Significant function loss, but system is still operational (e.g., "Backup speed has dramatically decreased, causing delays in the backup schedule").

P3 Medium Impact

Limited feature disruption that hinders optimal operation, but a workaround is available (e.g., "Reports generation feature not working, but data is still being backed up successfully").

P4 Low Impact

Minor issue or a request for information, without significant impact on operations (e.g., "Request for clarification on backup configuration settings").

Support ticket target SLAs

Priority Standard Response TimeBUSINESS HOURS Premium Response TimeBUSINESS HOURS
P1

1 hr

15 mins

P2

3 hrs

60mins

P3

8 hrs

4 hrs

P4

24 hrs

8 hrs

Support programs and hours

Priority Level Standard Premium
Support hours

Monday through Friday, 8am to 5pm
(local timezone)

24 x 7 x 365

Support channels

Phone & web

Phone, web and account manager

Training & onboarding

Recorded trainings & self-help
onboarding assistance

Customized training & premium
onboarding assistance

Product availability
  • Minor and major upgrades
  • Patches
  • Minor and major upgrades
  • Patches
Ticket management
  • Online
  • Historical records
  • Online
  • Historical records
Self-service resources
  • Getting started guides & videos
  • Knowledge base
  • Product documentation
  • API documentation
  • Global search
  • Getting started guides & videos
  • Knowledge base
  • Product documentation
  • API documentation
  • Global search