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Support Tiers and Definitions

Ron Shaw
Ron Shaw
  • Updated

Ziflow Support tiers

Ziflow has four support tiers:

  • Free - All Ziflow users have access to our knowledge base articles. These are updated regularly and provide many of the frequently asked questions. 
  • Standard - All paying customers and those on trials with a Solutions Consultant are entitled to standard support. 
  • Pro - This service is reserved for customers on our Pro plan.
  • Enhanced - This service is reserved for customers on our Enterprise plan.

 

Support Plan Free Standard Pro Enhanced

Cost

 Free Included with Standard plan Included with Pro plan Included with Enterprise plan
Response time - Urgent Knowledge Base 1.5 hours* 1 hour* 30 minutes
Response time - High Knowledge Base 2.5 hours* 2 hours* 1 hour
Response time - Normal Knowledge Base 2 business days* 1 business day* 6 hours
Response time - Low Knowledge Base 4 business days* 3 business days* 2 business days
Knowledge base access
Ziflow Academy access
Support via Zoom Available for complex cases
Post-Incident Reports (RCA) Available for Priority 1 issues
Escalation

*Only during coverage days & hours

 

Standard support hours are 8 AM Monday UK time (1 AM Monday Pacific time) to midnight Friday UK time (5 PM Friday Pacific time). A support messaging service is available at all other times. Enhanced coverage is available 24/7.

 

Trial Support at Ziflow

We’re here to help! The level of support available for trial accounts depends on whether you’re working with a Ziflow Solutions Consultant.

 

Are you currently working with someone from  Ziflow Solutions Consultant?

  • Yes → You have full access to Ziflow Support (Standard tier).

  • No → You can still get answers to basic product questions via email or form submission. While we don’t provide in-depth configuration assistance, we offer several resources to help you get the most out of Ziflow:

    • Help Center – Browse guides and troubleshooting articles.
    • Ziflow Academy – Learn how to use Ziflow through step-by-step courses.
    • Office Hours – Join live sessions for expert insights and best practices.

If you need more in-depth assistance, such as guidance on use cases or advanced configuration, we can connect you with a Ziflow Solutions Consultant.

 

Support issue priorities

Support issues response SLA is based on the issue priority. Ziflow uses these definitions for its priorities (Unless agreed upon differently in the Master Service Agreement). 

 
Ticket priority      Issue definition

Urgent 
(Priority 1)

 Critical issues significantly impacting the core functionality of the service or product, affecting all or a significant portion of users in your account. Examples include system outages, data loss, or security concerns.
High 
(Priority 2)		 High-impact issues that do not affect the core functionality for all users in your account but may affect a subset of users or critical functionality for individual users. Examples include major feature malfunctions, performance degradation, or significant bugs.

Normal

(Priority 3)

 Issues with a moderate impact on business operations or user experience but do not significantly impair functionality. Examples include minor feature malfunctions, user interface glitches, or documentation errors.
Low 
(Priority 4)		 Issues that are low impact, including general inquiries, feature requests, or non-critical bugs. These tickets require evaluation and categorization but do not demand immediate action. The focus is providing standard assistance that doesn’t require urgent attention.

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