For clients that have opted for Premium Support, this is used for both ZenCMS and ZenCloud advanced code and security consulting.
When to Use
Email: premiumsupport [at] zensource.cloud (premiumsupport[at]zensource[dot]cloud)
Speak to a person: 860.679.9332 and select option 6
Normal business hours are 8am – 6pm EST, Monday-Friday excluding major holidays.
ZenSource will provide a dedicated team, assigned to your account to provide you with a direct line of contact and support for your developers, authors and IT needs related to CMS and the corresponding ZenCloud environment. This dedicated team is onshore on the U.S., aligns to your business hours of operation and has direct expertise and familiarity with your implementation to provide a personalized and high touch level of support.
This support includes consulting to help make strategic recommendations on your site, as well as provide advisory support for code reviews and assisting your team with site maintenance needs or triaging application issues that may arise. It also involves assessment, diagnosis, and recommended resolution of application faults and performance issues. With aggressive SLA-based responses, support includes dedicated, fractional team allowances for:
As part of this service, your team consisting of a ZenSource full stack developer, solutions architect, cloud architect as well as ZenCMS trainer and client success manager will engage with dedicated, weekly time to support the needs of your team.
- ZenCMS and Drupal core, as well as contributed modules and themes
- Third-party integration modules
- Cloud related security reviews and advanced firewall traffic monitoring
- CMS authoring for content creation (author training, page editing, new page creation)
- Code Quality review, providing access to our senior architects to review code changes on an as-needed basis.
- Additional phone support, slack channel and flexible SLA response times based on client needs, defined in each specific Statement of Work.
Request Criteria
- Architecture consulting and best practices guidance
- Cloud performance debugging support
- Application performance debugging support
- ZenCMS Training and Content Support ZenSource and Drupal core, contributed theme and integration support
- Cloud architecture performance consulting and best practices guidance
Code Security reviews of contributed Drupal modules and custom code - Compliance consulting
- Application specific feature requests
- Developer-to-developer support for custom code
- Ticketing System Help Desk Access
- Integrated Client Success Manager
Response Time SLA
30 Minutes
Urgent Support
1 Day
Standard Support
1 Hour to 1 Day
Premium Support
ZenSource Uptime Monitoring
ZenSource guarantees a 99.99% uptime and has proactive outage alerting systems and monitoring in place. In case of a site outage, our 24x7x365 monitoring and uptime support team will be paged and will proactively respond within 30 minutes of notification from our monitoring alert system.
The 24x7x365 support team member will proactively contact the client contacts at this time, as well as provide a an update as the issue is resolved or a status update every 1 hour if it takes longer to resolve.
If needed, the ZenCloud support contact will reach out to the on call ZenSource architects should they be needed to further diagnose and resolve.