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 |
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 |
24 x 7 x 365 |
Support channels |
Phone & web |
Phone, web and account manager |
Training & onboarding |
Recorded trainings & self-help |
Customized training & premium |
Product availability |
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Ticket management |
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Self-service resources |
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Support programs and hours
Zmanda provides multiple resources to educate users on best practices to follow while using Zmanda.