ZenCloud Standard Support

When to Use

• Email: support [at] zensource.cloud (support[at]zensource[dot]cloud) 
• Speak to a person: 860.679.9332 and select option 5
• Normal business hours are 8am – 6pm EST, Monday-Friday excluding major holidays.Standard ZenCloud questions for both developers and IT teams. 
• Non critical issues related to ZenCloud.*
• Questions related to ZenCloud or the self-service admin.
• Feature requests for the self-service admin or CMS admin
• Emailed requests alert the full ZenSource engineering team.
• Email requests also alert your dedicated client success manager to triage and assign the issue (e.g. assign a CMS issue that application developer to resolve, assign a training question to a ZenCMS trainer) and provide communications on next steps and resolution.   
• The above phone number to reach the support team during normal business hours can also be used, however all requests will be tracked via our ticketing system and emailed updates will be provided to clients with progress, follow up questions and resolution/request completion.

Request Criteria

• General questions or request such as account setups to access ZenCloud and the self-service admin. 
• Non critical* questions, bugs or feature requests within the platform.
• ZenCloud hosting infrastructure needs such as support for whitelisting new IP addresses, SMTP setups.
• New site or domain setups, SSL provisioning, redirects.
• Firewall rule requests and changes to configuration.
• Support related FTP configuration, or scheduled jobs such as data importers.
• Request for a copy of the latest penetration test, SOC II, Type 2 Audit or vulnerability scan.
• Notification from client IT of security scans, penetration testing or other audits. Note: Please allow two weeks notice prior to a security scan such as load testing, vulnerability scanning or penetration testing.

We will need the following information to begin your ZenCloud experience.

Fill out our Hosting Intake form and we will process your request. 

• What is the main domain for your website? Will any domains or sub-domains need to be redirected?
• Will you be providing an SSL certificate, or would you like ZenCloud to provide one on your behalf?
• Will your website need to send mail? If so, do you need ZenCloud to provide an SMTP server or do you have your own SMTP service?
• Please provide a list of users that will need access to view the Development and Stage sites.

• Does your development team need access to run commands on the web server or need access to the database? Please provide a list of any users that will need this access.
• Will you be hosting your own code repository, or would you like ZenCloud to host your code repository?
• Will you be hosting DNS for your domain(s) or would you like ZenCloud to host DNS for you?
• If you will be hosting DNS, we suggest that you have your DNS administrator lower the TTL for your website records to its lowest setting to ensure quick propagation on the day of go live. ZenCloud will provide the DNS records for your ZenCloud hosting environment as soon as the information is available.