Software technical support
Overview
To give you the help you need when you need it, ZS employs a dedicated team of software technical support professionals to support clients who license our ZAIDYN™ products. Support is included in the licensing fees for ZAIDYN applications and the supported products listed on this page. To review the terms of our support, find our contact information or see the list of supported products, please read the information below.
Client responsibility
When you license our software, we will ask you to name one or more designated contacts from your organization. These individuals will liaise with ZS as we address your software support issues for the ZAIDYN products listed below (see “Supported products”).
If your organization licenses multiple ZS software products, we will ask you to designate one global primary contact from your organization. This individual will serve as our sole point of contact in the event that one issue impacts multiple sites.
Your designated contact should be proficient in English and have the requisite knowledge and skills to work with ZS toward explanation, duplication, diagnosis and remediation of any reported issues. All ZS technical support is provided in English.
Contact us
Hours
We offer two tiers of software technical support. If an issue arises that our first-tier support team cannot resolve promptly, then the issue is escalated to our second tier for further investigation and analysis. The availability of our support staff is listed below.
Tier 1 support
Always available 24 hours per day, 7 days per week.
Tier 1 technical support professionals can reset passwords, log and escalate support tickets and add details to existing tickets.
Tier 2 support
Available Monday through Friday (except ZS holidays in the U.S. or India) 18 hours per day, 5 days per week, between 12 a.m. and 6 p.m. U.S. Central Standard Time.
Tier 2 technical support professionals have specialized expertise in specific products and resolve more complex support issues.
Responsiveness
We are committed to providing our clients with seamless access to our hosted systems and quick responses to any issues that arise.
To address each case efficiently, our response times are determined by the severity of the issue at hand. When initiating ZS support, please communicate the severity of the issue so we can respond appropriately.
In the table below, the initial response time refers to the amount of time in which ZS aims to acknowledge receipt of a support issue. The table reflects our anticipated response time but does not provide a guaranteed level of service. Any applicable service level agreements will be set forth in your software license agreement and/or schedule(s).
If you believe the severity of your issue aligns with level one in the table below, your designated contact must contact ZS by phone. To request a change in the designated severity of an issue, you can follow our escalation process outlined in the following section.
Severity Level
Description
Initial Response Time
1
A critical problem occurs that requires immediate attention. No obvious workaround is immediately available.
2 business hours
2
A serious impairment of the core system functionality arises and there is no obvious workaround immediately available. The system is operational but your use is materially restricted.
4 business hours
3
Moderate problems occur within the system but the majority of functions are still usable. A workaround solution exists and the issue does not prevent you from using the system.
2 business days
4
Problems arise that have a minor impact on your use of the system.
3 business days
Escalation
If there is a change in the business impact of a support issue, you may report the change and ask ZS to update the severity level. If you are not satisfied with ZS’s software technical support for any reason, you may escalate the matter to management within ZS. To facilitate the resolution of an escalated service request, we will ask you to provide a senior contact from your organization who will become the new point of contact for the escalated support issue.
Additional information
Refer to your software license agreement and schedule(s) for more information and details.
System availability
ZS is committed to ensuring its production environment is available 99.5% of the time, not including planned downtime.
Planned downtime (system maintenance and scheduled downtime) is proactively managed to minimize any impact on clients.
System maintenance windows
To minimize any impact on clients, ZS strives to carry out all maintenance and updates during the system maintenance windows listed below:
- Monday through Thursday between 10 p.m. and 11 p.m. (U.S. Central Standard Time)
- Friday through Sunday between 9 p.m. on Friday and 9 p.m. on Sunday (U.S. Central Standard Time)
Scheduled downtime
At times, either ZS or the third-party vendors upon which we depend will need to conduct maintenance outside of our system maintenance windows. You may contact support@zs.com to ask ZS’s technical support team to send direct notice of any unplanned or unscheduled downtime. Otherwise, your ZS client team will notify you of any unplanned or unscheduled downtime.
Supported products
The ZAIDYN Software Technical Support team is committed to supporting the following applications:
ZAIDYN™ Customer Engagement (formerly known as VERSO™)
- Orchestration Engine
- Orchestration Center
- Field Insights
ZAIDYN™ Field Performance (formerly known as JAVELIN®)
- Field Deployment
- Field Incentives
ZAIDYN™ Data & Analytics (formerly known as REVO™)
- Model Hub
- Data Catalog
- Data Hub
- Budget Planner
ZAIDYN Marketplace
- Opinion Leader Intelligence
- Peer to Peer
- Budget Planner
- Promolens, and Test and Control
JAVELIN®
- Incentive Manager
- Data Manager
- Sales Compensation Report
- Communication Manager
- Quota Manager
- Field Hub
- Operations Hub
- Alignment Manager
- Application Catalyst
- Call Plan Manager
- Territory Designer
Health Insights
- Patient Finder
- Patient Journey
- Care Gaps
- Health Equity
- Patient Analytics Hub
Patient Engagement
- Patient Intelligence
- Patient Data Hub
- Connected Patient
Connected Research
- Digital Evidence
