This can be used for general non urgent CMS questions, issues or feature requests*
When to Use
- Email: support [at] zensource.cloud (support[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.
- Standard ZenCMS questions for both developers and content authors.
- Non critical issues related to the CMS admin.*
- Feature requests for the 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.
Required Criteria
- General ZenCMS questions such as new CMS admin setups or login issues.
- ZenCMS, new team member onboarding.
- Non-critical site display or functional issues.*
- Non-critical ZenCMS bugs or new feature requests such as admin enhancements.*
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.